AccountId: 011433970860
ContactId: 90e5bc44-d7d3-4d53-b74a-44579023b20d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389309 ms
Total Talk Time (AGENT): 141342 ms
Total Talk Time (CUSTOMER): 116948 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/90e5bc44-d7d3-4d53-b74a-44579023b20d_20250328T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII] I called um over a week ago about my cousin's account um and then I was told where to email the power of attorney information on that and then they responded said they.
[CUSTOMER][NEUTRAL] Uh, you know, we're working on it and now it's been over a week and maybe they added me as a contact and just didn't tell me but anyway I was hoping you could check and see if I've been added.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I can check and see if you've been added.
[CUSTOMER][NEUTRAL] The name
[CUSTOMER][NEUTRAL] The name on the account is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] OK. And what is your name, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], what is your callback number? Just in case the call gets dropped, I'll be able to call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And do you know [PII]'s policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I do not.
[CUSTOMER][NEUTRAL] I just know that $78.08 are coming out of her checking account every month.
[AGENT][NEUTRAL] OK. And you, uh-huh.
[AGENT][NEUTRAL] OK. Do you know her social?
[CUSTOMER][NEUTRAL] She's in a nursing home now with dementia, so yeah, it is.
[AGENT][NEUTRAL] Oh, OK. What is that?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, let me repeat that [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hm, OK, I'm not able to pull her up, and it's [PII] is her last name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, no, [PII]
[AGENT][POSITIVE] OK, got it right here.
[AGENT][NEUTRAL] OK, and what is Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir. I do not see that you've been added yet so what I'm going to do for you is transfer you on over to customer service, uh, because they get the they get the documents for that and we're just gonna um let them know that you're doing a follow up on being added as power of attorney, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Alright, it's gonna be a brief hold, Mr. [PII], while I transfer you on over. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All right, well, you have a wonderful weekend and thank you for calling APL, sir.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII] Customer service. How may I help you?
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. I've got um.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi, I've got [PII] on the phone. Um, he is calling about policy number 82973 for [PII].
[AGENT][NEUTRAL] Uh, the number he's calling from is a good callback number. No, wait, no, it's not, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] He sent uh power of attorney paperwork in over a week ago. He got a confirmation that we received the paperwork but he never got a confirmation that he was added to the policy.
[AGENT][NEUTRAL] So he's calling to follow up on that because as of now he hasn't been added to the policy.
[CUSTOMER][NEUTRAL] OK, what was the policy number again?
[AGENT][NEUTRAL] 82973.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] In the middle of a change.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. How's [PII], how's [PII] doing today real quickly because he's holding but.
[AGENT][NEUTRAL] Never mind, I'll ask you later.
[CUSTOMER][POSITIVE] She is good. She's, um, yeah, she's good though.
[AGENT][NEUTRAL] I'll ask you later so we're not on the phone.
[CUSTOMER][NEUTRAL] I don't need to see.
[CUSTOMER][NEUTRAL] I have a request for this.
[AGENT][NEUTRAL] OK. I'll let you talk to him.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, because I don't even know where the power of attorney stuff would be at because there's no hover requests up there.
[CUSTOMER][NEUTRAL] Yeah, I, I can talk to him.
[AGENT][POSITIVE] OK. All right. Thanks, [PII].
[AGENT][NEUTRAL] Mm bye bye.
[CUSTOMER][POSITIVE] You're welcome.