AccountId: 011433970860
ContactId: 93756da6-acae-4d23-a1c5-5cd414d629fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 770320 ms
Total Talk Time (AGENT): 302729 ms
Total Talk Time (CUSTOMER): 241203 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/93756da6-acae-4d23-a1c5-5cd414d629fb_20250402T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK, my name is [PII]. My mother was [PII]. She passed away [PII], and I can't find the policy for this for her policy. I can't find it. All I, all I have found was just um an invoice for to pay a bill. Um, how can I get that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can try to find that for you. Um, are we needing to just get that canceled or were there claims that needed to be filed?
[CUSTOMER][NEUTRAL] Well I need to I need to file a claim and the last time I called um I was told y'all couldn't give me that information um but I sent you.
[CUSTOMER][NEUTRAL] I think I sent over a death certificate. I sent, oh no, I didn't send the death certificate. I sent over my.
[CUSTOMER][NEUTRAL] Um, power of attorney so I could get a copy of her policy, so you should have that because I sent that over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. OK.
[AGENT][POSITIVE] Alrighty, we can get that pulled up.
[CUSTOMER][NEUTRAL] I can give you her policy number.
[AGENT][NEUTRAL] Sure, first [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I appreciate it. Then yes, I can go ahead and uh take that policy number.
[CUSTOMER][NEUTRAL] OK, the policy number is 9C08064.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK bear with me.
[AGENT][NEUTRAL] OK, uh, can you verify, uh, [PII] date of birth, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, I've got a different.
[AGENT][NEUTRAL] That might be a mistake on our end though.
[AGENT][NEUTRAL] I think they took that from the effective date. um, can you verify the mailing address that we had for her?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I don't see record of the power of attorney being received that was sent to us via email, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did I emailed it.
[AGENT][NEUTRAL] OK, alright, give me just a moment, [PII]. I'm gonna put you on a brief hold and just try to follow up on that because again I don't see that that has been received. Bear with me just a moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon thank
[CUSTOMER][NEUTRAL] Service department, how may I help you?
[AGENT][NEUTRAL] I'm sorry, I kind of cut out. Who is this?
[CUSTOMER][NEUTRAL] This is [PII] in the customer service department.
[AGENT][NEUTRAL] [PII], hey, this is [PII] on the care team.
[CUSTOMER][POSITIVE] Hey, how can I help you?
[AGENT][NEUTRAL] Hi, I've got um someone on the line. Uh, she said that her mother had passed away. She did have a policy with us, um, and she said, I see a note that she had sent in, um, the information for power of attorney, but I don't see that that has been received. Um, that note was from [PII]. She wants a copy of the policy, so I don't know if you could check to see if that's been received or not.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It is 889-63.
[CUSTOMER][NEUTRAL] Said she emailed it to the care team. hm.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] We won't be able to send a copy of the policy until we get the power of attorney, that's for sure.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][POSITIVE] There is something that was put in well.
[CUSTOMER][NEUTRAL] There was something that was put in last month. Let me see what this is.
[CUSTOMER][NEGATIVE] Come on now, it's moving slow.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I don't see it in imaging, but let me.
[CUSTOMER][NEUTRAL] Let me see if there's a hub ticket. No one's gonna happen to my hub.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] It doesn't look like we got anything.
[AGENT][NEUTRAL] OK, so she just might have to resend that?
[CUSTOMER][NEUTRAL] She's just gonna have to rescind the power of attorney and then with that a written request that she wants a policy, a copy of the policy. Is there a specific reason why, yeah, is there a specific reason why she wants a copy of the policy?
[AGENT][NEUTRAL] Included in the email?
[AGENT][NEUTRAL] She said that she wants to try to file some claims.
[CUSTOMER][NEUTRAL] Oh, so she was diagnosed with cancer. And it's also showing that we didn't get the death certificate, so we need that too.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I did ask her about that, but she said that, you know, that she said that what she just really wants the policy, so.
[CUSTOMER][NEUTRAL] OK, I can't find anything in the hub. I can't find anything in the file, so she's just gonna have to resend it. I would suggest that she fax and email it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If that would be quicker for her.
[AGENT][NEUTRAL] OK, I'll see if she has access to a fax machine.
[CUSTOMER][NEUTRAL] And do you have our customer service fax number?
[AGENT][POSITIVE] Uh, thank you. Let's see.
[CUSTOMER][NEUTRAL] I think it's [PII], yeah, it's out there in [PII].
[AGENT][NEUTRAL] OK, yeah, that's what I'm gonna have to search it. I have our claims written down. I should write down the customer service one too. Alright, well I appreciate you looking. I'll, I'll go ahead and let her know all this.
[CUSTOMER][POSITIVE] OK, no problem, and thank you so much as well. I hope you have a good day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, thank you. You too. Bye.
[CUSTOMER][NEUTRAL] You bye bye.
[AGENT][NEUTRAL] Hey [PII], sorry about that wait, are you still with me?
[CUSTOMER][NEUTRAL] Uh huh yes I am.
[AGENT][NEUTRAL] OK, I appreciate your patience. So I did reach out to our customer service. It does not look like that was received, so uh that would have to be resent to us, um, so I can verify the email and then do you have access to a fax machine if that would be easier or faster for you?
[CUSTOMER][NEUTRAL] Can you, I don't, I don't, but I, I have it. I saved the document that I sent to you before so I can do it again right now if you tell me who do I send it to give me the email address.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, OK, so it's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what subject do you want me to put? Power of attorney.
[AGENT][NEUTRAL] If you could, yes, so you could put power of attorney um and then also I would include in the body that you also want a copy of the policy that way um once that information is processed they can go ahead and just send that policy, uh, so you don't have to wait any longer.
[AGENT][NEUTRAL] And then [PII], I'm also going to give you um so it's a bit confusing as this is an older policy, the policy number you gave me was the old policy number and of course I was still able to find it that way but just so that there's no confusion, I'm going to give you the new policy number, exact same policy it's just as it had to transition to our new system it assigned to the new policy number um so I'm gonna go ahead and give you that as well for your records.
[CUSTOMER][NEUTRAL] When was, when was it changed?
[AGENT][NEUTRAL] Um, it hasn't changed. I know it's confusing. It's got both still, um, it's just with the system, um, I'm not, I couldn't tell you exactly when this was. I think it's just basically when things moved to computers, um, as this policy's been effective since [PII], so, um, it just kind of assigned it a new policy number.
[CUSTOMER][NEUTRAL] Well, I'm looking, but I'm looking at a letter that was sent on [PII]. That's where I got the policy number, so I would have think it would have been the new policy number on this letter.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's mainly so that you can still use that policy number. It's just to alleviate any confusion if you see this new one, just so you're like, you know, not what, what is this policy, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that is, it's 88.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] 963. Yeah, 88963.
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] 889-6 well I got that it says reference 88963.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, just so that you, there was no confusion on that.
[CUSTOMER][NEUTRAL] It says policy the number I gave you and under it is reference, OK.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty and then yeah if you just uh send that information to that email um reference that policy number and then of course that you want a copy of the policy so that they'll just be able to get that taken for taken care of for you as soon as that's processed.
[CUSTOMER][NEUTRAL] OK, hang on one second, I'm gonna do this while you're on the phone.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just sent it. Is there any way you could check to see if it went through?
[AGENT][NEUTRAL] Um, I can't right away. You should though get an automatic email response from the care team, um, shortly after sending that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It could be a few minutes um but.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It's just an automated thing stating that you know your email had been received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I guess that's it then. I guess I'll just call you back if I don't receive it.
[AGENT][POSITIVE] Yes, ma'am, absolutely.
[CUSTOMER][NEUTRAL] OK, because this is the 2nd time I've done this and I really need to get it. No, I just need to get this policy.
[AGENT][NEUTRAL] All right. Was there anything else I can help you with?
[AGENT][POSITIVE] No, I completely understand. Absolutely, I completely understand.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, yes, thank you. I hope you have a great rest of your day. Bye bye.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] You too.