AccountId: 011433970860
ContactId: 96416c45-baad-4266-8fef-f94200645a66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322820 ms
Total Talk Time (AGENT): 147674 ms
Total Talk Time (CUSTOMER): 121043 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/96416c45-baad-4266-8fef-f94200645a66_20250328T16:04_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. I've got um.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hi, I've got [PII] on the phone, um, and he is calling about policy number 82973 for [PII].
[CUSTOMER][NEUTRAL] Uh, the number he's calling from is a good callback number. No, wait, no, it's not, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 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, so he's calling to follow up on that because as of now he hasn't been added to the policy.
[AGENT][NEUTRAL] OK. What was the policy number again?
[CUSTOMER][NEUTRAL] 82973
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] In the middle of a change.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How's [PII], how's [PII] doing today real quickly because he's holding but.
[AGENT][POSITIVE] She is good. She was, um, yeah, she's good though.
[CUSTOMER][NEUTRAL] Never mind, I'll ask you later.
[CUSTOMER][NEUTRAL] I'll ask you later so we're not on the phone.
[AGENT][NEUTRAL] I need to see.
[AGENT][NEUTRAL] I have a request for this.
[CUSTOMER][NEUTRAL] OK. I'll let you talk to him.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, cause I don't even know where the power of attorney stuff would be at because there's no help request out there. Yeah, I, I can talk to him.
[CUSTOMER][POSITIVE] OK. All right, thanks, [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] Doing great how about you?
[AGENT][NEUTRAL] I'm good, thank you so much for asking. Let me see here um so you're calling because you sent in a power of attorney and you haven't gotten a confirmation that you've been added.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, I think it was on [PII] that I emailed it to care team [PII] and then I got a reply saying, you know, we're we'll, we'll work on it and then I emailed, I wanna say a few days ago just saying, hey, it's been a week haven't heard from anybody and didn't get a reply that time and so I waited a day or two and now I'm calling.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do apologize for your wait, Mr. [PII]. Uh, we do have it and what we'd have to do when we get any legal documents is we have to forward those to our legal department and then wait for the legal department to look over the documents and approve the documents and then approve whatever changes we're trying to make if any um.
[AGENT][NEUTRAL] So it looks like the email to it has been forwarded to the legal department and we are waiting on the legal department to uh approve it.
[AGENT][NEUTRAL] Um, I can check on the status of this with the legal department and we can give you a call back. Is that OK?
[CUSTOMER][POSITIVE] Yeah, yeah, the, the initial, I guess, um, initial person I talked to at this number, I don't know, I got the impression that it takes just a couple days and they had me and so I guess that was a false expectation of how quick the process goes. So, um, glad to know that it's in process.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I apologize about that. It is, yes, it is typically a quick process, um, but I think, uh, a lot of people have been out due to spring break, you know, and all that kind of stuff. Um, so it could just be slowed down because of that. I do apologize, but I will check on it and get an answer for you, uh, and give you a call back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, or I mean if they say that it should be soon then I'm fine with that but if they have any questions or whatever I'd be happy to answer those.
[AGENT][NEUTRAL] All right, Mr. [PII], was there anything else I could do for you in the meantime?
[CUSTOMER][POSITIVE] To ma'am, have a good weekend.
[AGENT][NEUTRAL] You too and um let me just verify the number I've got to call you back uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, and hopefully I'll I'll talk to you this afternoon and and let you know everything's good, OK?
[CUSTOMER][POSITIVE] All right thanks so much.
[AGENT][POSITIVE] Alright, thank you, Mr. [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thanks bye.