AccountId: 011433970860
ContactId: 895fb701-fe18-493f-b095-b5d884172aa2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 977950 ms
Total Talk Time (AGENT): 397631 ms
Total Talk Time (CUSTOMER): 448164 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/895fb701-fe18-493f-b095-b5d884172aa2_20250218T21:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I called a couple of days ago concerning my mom's policy. Her name is [PII].
[AGENT][NEUTRAL] I think I might have talked to you.
[CUSTOMER][NEUTRAL] S E V
[CUSTOMER][NEUTRAL] Was that you?
[AGENT][NEUTRAL] I think it was, cause your name sounds mighty familiar and that, that name just is not a name that would sound familiar with it.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][POSITIVE] Well, I'm so grateful you answered.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, Ms. [PII]. What is the policy number for your mom?
[CUSTOMER][NEGATIVE] Now that you because I had not sent my power of attorney into you guys yet you could not share that with me, but um.
[AGENT][NEUTRAL] That's right, I remember that.
[CUSTOMER][NEUTRAL] You should have the POA on file now.
[AGENT][NEUTRAL] All right, well let's take a look.
[CUSTOMER][NEUTRAL] Um, because I
[AGENT][NEUTRAL] What was your what's your mom's last name again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, it's [PII]. It's [PII]
[AGENT][NEUTRAL] And [PII] was her first name.
[CUSTOMER][POSITIVE] Perfect yeah.
[AGENT][NEUTRAL] OK. And she's in [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 31404.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Gotcha. And then what was her date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, let me see if we've received that POA.
[CUSTOMER][NEUTRAL] I believe that it may have been an automated response. I'm not sure.
[AGENT][NEUTRAL] Yeah, and you sent that to the care team, didn't you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I see that.
[CUSTOMER][POSITIVE] You've got a good memory.
[AGENT][NEUTRAL] Yes, ma'am. Well, I, you know.
[AGENT][NEUTRAL] Let's, let me pull up that request that has those papers in there.
[AGENT][NEUTRAL] And let's just, I have to just verify that you're listed on it, so bear with me just one second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Because I know our care team sent it to customer service they've not put it in the system yet.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Look, I do see that we've received it, so let me get my.
[AGENT][NEUTRAL] Eyes on that.
[AGENT][NEUTRAL] Getting that pulled open.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just have to
[CUSTOMER][NEUTRAL] Read through it
[AGENT][NEGATIVE] I do unfortunately I apologize.
[CUSTOMER][NEUTRAL] I, I understand. I think it's, I think I sent 4 or 5.
[CUSTOMER][NEUTRAL] Pages.
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] And the POA is the brother.
[AGENT][NEUTRAL] Just looking for your name on this.
[AGENT][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] OK, it says [PII].
[AGENT][POSITIVE] Yeah, we've got it.
[AGENT][NEUTRAL] [PII] really.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Yes ma'am, that's me.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, that's my oldest brother.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Now, what, how can I help you today?
[CUSTOMER][NEUTRAL] Uh, you did, well, actually we need, um, I, you told me it was a cancer policy. Um, she is in, she has been admitted to a nursing facility, um, so we, we need to cancel that policy because we need every penny to help pay for this facility that she's in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got you. I understand. I know how that goes. I've been through that myself.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It's very expensive.
[AGENT][NEUTRAL] Yes, it is, isn't it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] It's amazing. OK.
[AGENT][NEUTRAL] If you don't mind holding just one moment, and then what was.
[CUSTOMER][NEUTRAL] No, ma'am, I.
[AGENT][NEUTRAL] What is your callback number? Was it still the [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, that's me.
[AGENT][NEUTRAL] OK, hang on just a second, let me see. I'm not sure that.
[AGENT][NEUTRAL] It can be done without it on file and on the policy yet, but hang on just a second, let me talk to somebody in customer service and see if we can go ahead and take care of that, OK?
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling AP. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. Hi, [PII].
[AGENT][NEUTRAL] Hey, it's, it's me. I may not sound like myself, myself.
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] It's me.
[CUSTOMER][NEUTRAL] You didn't sound like yourself for a minute there. Oh, what you, what you do, [PII]?
[AGENT][POSITIVE] Oh my gosh, I have.
[AGENT][POSITIVE] I'm, I'm, girl, I had COVID last week. I'm finally getting back to normal.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] [PII] bless you.
[AGENT][NEGATIVE] It was rough. That's all I got to say.
[CUSTOMER][POSITIVE] Oh, I'm sorry to hear that. Goodness.
[AGENT][NEUTRAL] It put me
[AGENT][POSITIVE] I mean, I could not get up off the couch, but my voice, my head is finally getting better, um.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Let's see. I've got an in, well, can I give you a policy number? I got a question.
[CUSTOMER][POSITIVE] Sure, that, that works.
[AGENT][NEUTRAL] OK. It's 635-995.
[CUSTOMER][POSITIVE] I'm glad you're feeling better.
[AGENT][MIXED] I am feeling better, but I feel like, you know, when the head gets stopped up and, and you can't hear really well and it sounds like you're
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In a deep dark, well, yeah.
[CUSTOMER][NEUTRAL] In a tunnel and.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I hope I don't sound like that on the phone, but oh well.
[CUSTOMER][NEUTRAL] No, you're fine. You just didn't sound like you for a minute until I caught that tone, you know, little pitch or whatever. OK, is this for [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So [PII]a Severe is in the nursing home. I have her daughter, [PII] on the line, and I've got POA papers in a hub request. So what they need to do is they need to cancel the policy cause they have to have help.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Paying for the nursing home facility.
[AGENT][NEUTRAL] I do have a hub request.
[AGENT][NEUTRAL] Um, that has the POA documents in it.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Can, can.
[AGENT][NEUTRAL] Can we go ahead and
[AGENT][NEUTRAL] Can, can you help us um agree with canceling canceling the policy if we have the POA in the hub.
[CUSTOMER][NEUTRAL] Oh, I don't know.
[CUSTOMER][NEUTRAL] No, because that's gotta go through legal.
[AGENT][NEUTRAL] Oh, does it? Yeah.
[CUSTOMER][NEUTRAL] Yes. No, there's nothing we can do till they get sent to legal.
[AGENT][POSITIVE] I got you. See, I didn't know that. I learned something new.
[CUSTOMER][NEUTRAL] That that's my, uh, I don't work this stuff, but that's my understanding. Any kind of legal form like that has to go to legal department first.
[AGENT][NEUTRAL] OK. Do you, I wonder how long it would take.
[CUSTOMER][NEUTRAL] I don't, I really don't know. I, uh, probably a couple of weeks. I, I know that's, that's, don't repeat me because I'm thinking, you know, it depends what they got in front of them, I'm sure.
[CUSTOMER][NEUTRAL] It might take a couple of days for all I know, but I was just thinking legal stuff, you know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, did you mark that is that hover quick Chris marked urgent?
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] But I can edit it and market urgent.
[CUSTOMER][POSITIVE] Yeah, I think I would do that, girl.
[CUSTOMER][NEUTRAL] I think I would mark it urgent and see if they can't get it pushed on through as fast, you know, jump on it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Did you explain in the hub request or whoever did it?
[AGENT][NEUTRAL] Uh, it, it, yeah, it was issued.
[AGENT][NEUTRAL] Um, yesterday.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] It came through our care team email.
[CUSTOMER][NEUTRAL] Yeah, uh, we get those things.
[CUSTOMER][NEUTRAL] That have request to customer social PO. OK, who is a Barry.
[AGENT][NEUTRAL] That's [PII]. That's our new care team.
[CUSTOMER][NEUTRAL] [PII], OK, per bank. OK, so this is, that's the last note since [PII]. OK, so Miss [PII] sent it yesterday, but it, it probably needs to be marked urgent.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I already did.
[CUSTOMER][POSITIVE] You are awesome.
[AGENT][NEUTRAL] I just went ahead and did that.
[CUSTOMER][NEUTRAL] OK, good. And who's, what state is this?
[CUSTOMER][NEUTRAL] Uh, that's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I, [PII], you know, that's something [PII] will work on. I don't know what she has in her folder, but yes, that is something [PII] will work on. But, uh, you want me to tell [PII] that it's just, I don't, I don't think I'm gonna tell her this guy goes through legal and we can't do anything until it goes through legal.
[AGENT][NEUTRAL] OK. I can tell her that.
[CUSTOMER][NEUTRAL] OK, OK. I mean, anyway, all right, darling.
[AGENT][NEUTRAL] I'm just trying to find out about how long it
[AGENT][NEUTRAL] Takes
[CUSTOMER][NEUTRAL] And that I really don't know. I said.
[AGENT][NEUTRAL] Let's see, her policy is paid through 221. When's that gonna hit the bank?
[CUSTOMER][NEUTRAL] Oh God, I bet, hold on, let's see if she's billed our BQ if she's probably about to bill again, I can change, now I will change the effective date, I mean the next draft date.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on because she's got a bill this weekend.
[CUSTOMER][NEUTRAL] If we don't, so let's.
[AGENT][NEUTRAL] Yeah, OK, why don't I let you talk to her so that you can, you can handle that part and y'all can discuss that.
[CUSTOMER][NEUTRAL] OK, he help me think of a date to keep her from drafting because.
[CUSTOMER][NEUTRAL] You know, it
[CUSTOMER][NEUTRAL] It it is what, oh my [PII], what was last Friday's date? What or last Thursday's date?
[AGENT][NEUTRAL] 221. So last Thursday was the [PII]. No, the [PII].
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] We're gonna go with that for right now since that would have billed last weekend that will keep her from billing again this weekend.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] said it normally takes about a week or less.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK. So, all right, so yeah.
[AGENT][NEGATIVE] More or less, and that's not an accurate, that's uh.
[CUSTOMER][NEUTRAL] Yeah, like it's legal, so I just.
[CUSTOMER][NEGATIVE] You know, I have no, I'm just, I, that's why I was just assuming that roughly I would give them even two weeks, but, but what do I know? I don't, you know, I don't do this, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But, but you can change the draft date so it won't hit, right?
[CUSTOMER][NEUTRAL] Yeah, I just did. I changed on the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that they, they billed last weekend for the um.
[CUSTOMER][NEUTRAL] For the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I just gotta why it and once I why it, you know, it's gonna make me put a note in and all that good stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll, I'll just, I'll, uh, yeah, can, do you mind telling her that we've gone ahead and changed that draft date? OK. And uh
[CUSTOMER][NEUTRAL] No, just put, put her through. Just all of a sudden I we didn't change it, so won't draft this weekend.
[AGENT][NEUTRAL] OK, alright, let me get Miss this is [PII] on the line and I'm.
[CUSTOMER][NEUTRAL] How you spell that last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] what?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, [PII]. OK. OK, great. OK, [PII]. OK, thank you.
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] All right. Let me get her on the line. Thank you.
[AGENT][NEUTRAL] Ms. [PII], thank you for your patience. I've been checking on that. Um, I did find out as far as the POA it does have to go through our legal department before they can.
[AGENT][NEUTRAL] Add it to the policy which could take up to a week more or less, but I do have [PII] on the phone in our customer service department and we were checking that policy, you know, and it's fixing to be billed again and she's going to assist you further see if we can't change that bill date so it doesn't draft again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would that, does that sound like a good deal?
[CUSTOMER][NEUTRAL] I would
[CUSTOMER][NEUTRAL] Yes ma'am, so what do I need to do?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what I would suggest, uh, I, I hate to say this, but if you can call back or if you can send another email in about a week to the care team stating that you have POA, you know, papers and need to cancel the policy, that'll give, that should give our legal department, customer service department time to add that to the policy.
[CUSTOMER][NEUTRAL] Do I need to call
[AGENT][NEUTRAL] And just state that you need, you know, that your mom's in the nursing home and y'all need to cancel the policy.
[AGENT][NEUTRAL] Then, um, we can get it canceled for you.
[AGENT][NEUTRAL] As long as
[CUSTOMER][NEUTRAL] Can you tell me the
[CUSTOMER][NEUTRAL] The policy number or is that?
[CUSTOMER][NEUTRAL] I can, I'll give you the policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. [PII]'s, [PII]'s gonna help you further, but we're trying to get this taken care of for you. But unfortunately, without this deal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Thank you so much.
[AGENT][POSITIVE] It's been a pleasure and I'm glad I got to talk to you again.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. You have a wonderful evening.
[CUSTOMER][POSITIVE] Thank you [PII]. Good night.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Good afternoon Ms. [PII]. My name is [PII], and I'm in customer service, and I'm just basically gonna, uh, what, hey, what we're gonna do since we billed last weekend, uh, OK, let me start over. Her Miss Miss [PII]'s policy is due to bill this weekend it bills on or around.
[CUSTOMER][NEUTRAL] The [PII] and today being the [PII] and [PII] it would bill again so I backed it up to the [PII] since we just billed for that trying to keep, you know, just wanna make sure she doesn't get any more money taken out of this account than she has to, um, OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So yes, we, you know, we can always uh just if, if, if you'll email us like she said in about a week.
[CUSTOMER][NEUTRAL] To check on that POA and make sure that you tell me you wanna canceled if they say that the POA is still not um.
[CUSTOMER][NEUTRAL] You know, like, it's still in legal. We need to change that date again back like to the [PII] because we will have billed for that point, you know what I'm saying, and just kind of keep it the week before it bills so that we can keep it from at least drafting.
[CUSTOMER][NEUTRAL] Yes, so we don't want to draft again, but let me give you that policy number.
[CUSTOMER][NEUTRAL] OK, and it is 635.