AccountId: 011433970860
ContactId: 9ed19621-a491-42db-93d3-1c96135358c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422450 ms
Total Talk Time (AGENT): 133757 ms
Total Talk Time (CUSTOMER): 154079 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/9ed19621-a491-42db-93d3-1c96135358c7_20250331T12:31_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from the conservator's office. One of our clients has an American public life, um, I guess insurance policy I would assume.
[CUSTOMER][NEUTRAL] And I'm trying to figure out exactly what it is for.
[AGENT][NEUTRAL] OK, you said that you're calling on behalf of whom?
[CUSTOMER][NEUTRAL] A client that we are the conservator for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what does that mean?
[CUSTOMER][NEUTRAL] Um, so basically the probate court has named her incapacitated, unable to make any medical or financial decisions, and so they appointed us to do that on her behalf.
[AGENT][NEUTRAL] OK, and, and what is the name of the the office that you work with?
[CUSTOMER][NEUTRAL] Hen Endall Harrison sale.
[AGENT][NEUTRAL] So you're with an attorney's office.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And spell that out for me the name of the attorney's, uh, firm?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, a lot of partners, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And do you have a policy number, [PII]?
[CUSTOMER][NEUTRAL] I don't have a policy number. I have her social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you for holding, [PII]. Now, I may have to get you connected with a different area for further assistance, but tell me again exactly what you're looking for.
[CUSTOMER][NEUTRAL] Um, I'm looking at her account and I see a premium is coming out, uh, it's being automatically withdrawn, so I'm trying to gather information about this policy or what exactly it is.
[AGENT][NEUTRAL] OK, now we may need to get an authorization to disclose information from this office before we can release any information.
[CUSTOMER][NEUTRAL] Where can I send the court order and the letters of conservatorship to?
[AGENT][NEUTRAL] To American Public Life.
[CUSTOMER][NEUTRAL] American.
[CUSTOMER][NEUTRAL] Public life, uh huh.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEGATIVE] I can't email it. It has to be mailed.
[AGENT][NEUTRAL] Uh, emailing it's fine. Um, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I missed the last part.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And of course you
[CUSTOMER][NEUTRAL] What information do I need since I don't have a policy number?
[AGENT][NEUTRAL] You know, you'll need to state her name. I wouldn't put the social in there, but her name. Do you know what type of policy she has since you see the premium?
[CUSTOMER][NEUTRAL] The only thing that's showing on her bank account is American Public Insurance premium [PII] and Walker $19.
[AGENT][NEUTRAL] Give me the name of the company again?
[CUSTOMER][NEGATIVE] So no.
[CUSTOMER][NEUTRAL] American Public Insurance premium [PII] and it says 19 $19 withdrawal.
[AGENT][NEUTRAL] OK. Does it say American public life or just American public?
[CUSTOMER][NEUTRAL] American public insurance.
[AGENT][NEUTRAL] OK, it doesn't say APL?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] American Public and then it says insurance premium.
[AGENT][NEUTRAL] OK, I'm just trying to verify if it's the right company that you're reaching out to, but just what you stated to me on the phone, what information you're seeking specifically spell that out in your email and list the policy holder's name.
[CUSTOMER][NEUTRAL] Well, let me ask you a question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When I gave you her social, did anything come up?
[AGENT][NEGATIVE] It did not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check it one more time.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] What's the name? Did you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have a mailing address for her?
[CUSTOMER][NEUTRAL] Uh, let's see should.
[AGENT][NEUTRAL] And a date of birth please.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And do you have a mailing address for her?
[CUSTOMER][NEUTRAL] I'm looking for it.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, this is an old address [PII].
[AGENT][NEUTRAL] OK, so when you send your email.
[AGENT][NEUTRAL] Um, provide the mailing address that you have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you can go ahead and put her date of birth in there. Her name, of course.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And a callback number of course for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then specifically just state, you know what information you're trying to obtain.
[AGENT][NEUTRAL] And we'll get that to the correct area.
[CUSTOMER][NEUTRAL] OK, so once I provided that, were you able to find anything?
[AGENT][NEUTRAL] I do, but the address doesn't match.
[AGENT][NEUTRAL] The date of birth does, but the address does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][POSITIVE] Correct and we'll get that to the correct area for review.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Anything else I can assist with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it have a great one.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.