AccountId: 011433970860
ContactId: 9813a013-97e4-4c03-9cdb-27ef5c4f3def
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507000 ms
Total Talk Time (AGENT): 161676 ms
Total Talk Time (CUSTOMER): 255367 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/9813a013-97e4-4c03-9cdb-27ef5c4f3def_20250109T20:48_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Well, this is um [PII]. I'm calling uh for my sister, [PII]. I had spoke with a lady of, I don't know, 3 weeks ago maybe. My sister had a, a cancer policy and I um
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's an old old policy. It was the cancer policy, I think, and it was a um intensive care type policy.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And anyway, the lady told me, um her, which, what I'm trying to do is find out um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy number on this because I filed a claim and she sent me information so can you pull up my sister's name and see what you can find out what I need to send?
[AGENT][NEUTRAL] OK. Um, do, do you have the policy number by any chance or you don't have the policy number? You what?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] That that's what I'm trying to find out is the policy number. He sent me a form to fill out, but we don't have a policy. I don't even know where it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The only way we even
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, go ahead. I'm sorry.
[AGENT][NEUTRAL] I'm sorry, no, it's OK. Go ahead.
[CUSTOMER][NEUTRAL] Well, her name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And or her husband's name was [PII].
[AGENT][NEUTRAL] OK, um, let me go ahead and do a name search. One moment. Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I can tell you how much the premium is, and I can tell you where it was coming out of the bank at, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, let me look at.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I see and um, uh-huh.
[CUSTOMER][NEUTRAL] And it's also
[AGENT][NEUTRAL] OK, I found it now. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] It's an
[CUSTOMER][NEUTRAL] And I said, and we're in, and she's in [PII].
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] OK, I see that um there was a call here on [PII] um where she gave you, um, where she gave Ms. [PII] permission to release information. Um, now that was a one time permission. Do you know if she can get her on the line to get an authorization for today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh, she's asleep. Hang on. Oh, all I need, can you, so you can't even give me her policy number?
[AGENT][NEGATIVE] Oh sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Not without her authorization.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] OK, hang on, hang on just a second and let me see.
[AGENT][NEUTRAL] Yeah, yeah, sure. Mhm. Yes, yes.
[CUSTOMER][NEUTRAL] Let me walk.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, hi, this is the insurance company. She wants permission from you to.
[CUSTOMER][NEGATIVE] This is hard. So
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK. OK, Miss [PII], I just need to verify um your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][NEUTRAL] I'm [PII]. I'm [PII] is my birthday. What year would that be? Uh, uh, uh, I'm sorry, I can get a job. I can't, I can't.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Um, can you give me permission to release information to Ms. [PII]?
[CUSTOMER][NEUTRAL] I do, I do. That's my sister. Yeah. Is, is that OK? Do you need me to get a driver's license?
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Yeah, yeah, yes, it's fine. Uh, I see that she's sleepy. Um, if you can get the date of birth for me, um, out of her driver license or somewhere and verify the address, I just need those information to be verified before I release the information.
[CUSTOMER][NEUTRAL] OK, the address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is there any way you can find out what's the correct date of birth?
[CUSTOMER][NEUTRAL] Oh yeah, I'm, I'm, I'm going to get a, I'm getting a purse because I don't have everything in it. Um, I've just had to go out of the room and get it.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, oh my gosh.
[CUSTOMER][NEUTRAL] She, well, see, she lost her husband, but
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last year, and she's been paying this premium on him for that long.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] But that's not way that we've got, she has to change it over um and just her name or something. I don't know, they sent a form for her to fill out and we've got it, but we don't have a policy number. That's all we need is the policy number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I don't have that.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh let's
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I got that first.
[CUSTOMER][NEUTRAL] And she was born in [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. OK, so let me go ahead and give you the, the cancer policy number. Um, the cancer policy number is 00.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 45
[AGENT][NEUTRAL] 91
[AGENT][NEUTRAL] 40.
[CUSTOMER][NEUTRAL] 4,000,459,140
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, and, and
[CUSTOMER][NEUTRAL] Uh hang on a second. Well.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, tell her what? Well, I did. I told her that we're having, we've got to get it to change it to put it on her name only.
[CUSTOMER][NEGATIVE] Right, you're getting it for your name on like that. Yeah, but would she not get some money back. Yeah, she should get, yeah, she tells us that she would get back. This is my other sister, there's 3 of us, we're like the Three Stooges, but she's supposed to be getting back some premium because he's been gone. It'll be 2 years in May and she's been paying this premium.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, uh, for premium information she probably is gonna want to talk to her again and because that's a different department, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, it's OK. I, that's, that's all I need though, I think, right, if I need on that form, on that form that you sent me, it said it has the place the policy number and that's the only policy she has, right? Or did she have another one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I don't see any, um, let me see. Um, well, there's the cancer and there's the critical illness. Those are the only two that I see.
[CUSTOMER][NEUTRAL] I think she just
[CUSTOMER][NEUTRAL] OK. OK. OK.
[AGENT][NEUTRAL] Well, intensive care. Mhm, mhm.
[CUSTOMER][POSITIVE] OK. All right. Well, I think this is maybe all we need, but um if I need anything else, I'll I'll call you back, but I appreciate you. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. No ma'am. Thank you.
[AGENT][POSITIVE] Mhm. You're welcome and thank you for calling ATO. Have a good day.
[CUSTOMER][NEUTRAL] Mhm.