AccountId: 011433970860
ContactId: 9048c535-527a-44a3-99d5-d40e6d192bd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458799 ms
Total Talk Time (AGENT): 156466 ms
Total Talk Time (CUSTOMER): 176659 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/9048c535-527a-44a3-99d5-d40e6d192bd6_20250110T20:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII], and I'm calling um on behalf of my father, [PII], who was deceased. Uh,
[CUSTOMER][NEGATIVE] Um, I am in charge of getting everything squared away and I've been, I've had his power of attorney until he passed on [PII], and there is a deduction coming out of his, I don't even know if I have the right company. I just know that when I log into his bank account, there is a charge for American public insurance and I have no idea if he has a policy or what this could possibly be. Can you see if you have anything on my father?
[AGENT][NEUTRAL] Uh, sure. Um, may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a social?
[CUSTOMER][POSITIVE] Yes, hold on one second, I'll get that for you.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, Miss [PII], um, may I have um
[AGENT][NEUTRAL] The mailing address on file.
[CUSTOMER][NEUTRAL] Um, yes, it is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bear with me just a minute. Let me see what type of policy was this.
[CUSTOMER][NEUTRAL] Here
[AGENT][NEUTRAL] All right, I see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um Miss [PII], is she available or?
[CUSTOMER][NEUTRAL] Ms. [PII] has dementia. My mother has dementia and is in, is in an uh dementia care facility right now. So she's not right in here with me, but she is alive.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got you. OK.
[AGENT][NEUTRAL] And do you have power of attorney over her too, or no?
[CUSTOMER][POSITIVE] I do, yes.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I can share those documents if needed.
[AGENT][NEUTRAL] Um, yes, yes, um.
[AGENT][NEUTRAL] Are you trying to cancel the policy or make any changes to the.
[CUSTOMER][NEUTRAL] No, I just want to know what it is. I'm just trying to figure out what it is and where, where the $55.81 a month deduction is coming from, what that's paying for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK. All right, let me see something really quick.
[AGENT][NEUTRAL] OK, it's gonna be one more minute. I'm just going over the paperwork that was sent, OK? um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] If I can find the papers of the power of attorney, then I can go ahead and give you that information, OK? One moment. OK.
[CUSTOMER][NEUTRAL] I don't, you, I'm guessing that you probably don't have them because my dad was not very much on top of things, so that's gonna be um yeah.
[AGENT][NEUTRAL] OK. Well, it looks like we do, um, we do. Let me just go ahead and go over this really quick, OK?
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, can you verify the date of birth?
[AGENT][NEUTRAL] For Mr. [PII]. Yes.
[CUSTOMER][NEUTRAL] On my father.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK. Yeah, I do see the paperwork, the power of attorney paperwork, um.
[AGENT][NEUTRAL] No, yeah, it's only it's gonna be only for you.
[AGENT][NEUTRAL] Your dad. Mhm.
[AGENT][NEUTRAL] OK, so, um, I can tell you what is the policy. I cannot go into details because um the power of attorney will cancel once the, the member is deceased. Um, so, uh, the only thing I can tell you is that is a cancer policy.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It's a what?
[AGENT][NEUTRAL] Cancer, cancer policy.
[CUSTOMER][NEGATIVE] Oh, it's a cancer policy. Why in the heck does he still have that? We've already, I should, you know what? I knew this. I it seemed like I knew this because.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] I can't believe he's still got this. He's been paid out on this already. Like he got, I believe, $10,000 because he had cancer. So I can't believe that he's still even got this policy in place. Maybe it's for my mother, or maybe it's a cancer policy on her. I bet is what it is, because y'all would have canceled that on him, I would think. So that's probably what it is. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Mm, it depends on the benefits and it doesn't look like it's gonna cancel based on the policy benefits, but yeah, to go into more details, um, if you can get a, give us like a copy of the power of attorney for your mom, then we can go ahead and give you details of the policy.
[CUSTOMER][NEUTRAL] Mm, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what, um, where do I email that to?
[AGENT][NEUTRAL] OK, you can send it to [PII].
[CUSTOMER][NEUTRAL] I am public.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Correct, yes. Mhm. And you can send us, if, if you can send us a copy of the death certificate as well, we can go ahead and make any adjustments we need to make, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, yeah, I don't have the death certificates yet. I mean, he just died on the [PII] on [PII] [PII], so once I get those, I'll probably send those along with my power of attorney. Can you tell me, is the cancer policy, is it on my dad or is it on my mother?
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's in both, and that's the reason I'm asking for the power of attorney for the mom. Mhm, mhm, yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] I got you I got you. OK, perfect, thank you very much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye