AccountId: 011433970860
ContactId: a69a3193-39d7-4ed4-9abb-c47b6e670b33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451679 ms
Total Talk Time (AGENT): 153709 ms
Total Talk Time (CUSTOMER): 112187 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/a69a3193-39d7-4ed4-9abb-c47b6e670b33_20250422T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, um, I recently got set up as power of attorney for my cousin.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And so finally I think you guys should be able to discuss with me her account information.
[AGENT][NEUTRAL] OK, alright, let me check that for you, sir. Can I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][MIXED] Sure, and our connection sounds very shaky, um, but I, I can hear you barely.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, my name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. I appreciate that. And then what is the policy number?
[CUSTOMER][NEUTRAL] I don't know the policy number I can give you her name and social or whatever else you need.
[AGENT][NEUTRAL] Yes please can I have her social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can find her real quick.
[AGENT][NEUTRAL] Give me just a second while the computer pulls it in for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is your cousin's first and last name, please?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there it seems like when I talked to someone before they may have not had the [PII] in her first name, even though that's really how you spell it.
[CUSTOMER][NEUTRAL] So if you don't find it under [PII].
[AGENT][NEUTRAL] OK, alright, let me look.
[AGENT][NEUTRAL] Yes, let me look real quick and it's [PII]
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] You're cutting in and out, but I'll spell it out again. The last name is [PII]
[CUSTOMER][NEUTRAL] The first name is [PII]
[AGENT][POSITIVE] OK, thank you, sir.
[AGENT][NEUTRAL] Alright, let me just trying to pull it in now for us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I think I have her pulled up now.
[AGENT][NEUTRAL] Let me see if you're on the.
[AGENT][POSITIVE] Power of attorney real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing that you're on power of attorney yet. um, what I can do, when did you send in the the paperwork and did you email it in or did you fax or mail it?
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEUTRAL] This has been a month long process back and forth, back and forth and I got an email this morning saying that I have been added.
[CUSTOMER][NEGATIVE] So I'm gonna be very upset if you're not gonna talk to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No well somebody will talk to you, sir. I'm just gonna need to transfer you over to customer service so that they can assist you further and let me give you the um policy number so you have that for the future.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 82973.
[CUSTOMER][NEUTRAL] 82973
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh I'm gonna transfer you to customer service because they get that paperwork and they should be able to assist you further, OK? It's gonna be a brief hold while I transfer you on over. You're very welcome, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's gonna be a quick hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. I've got a gentleman on the phone. His name is [PII]. He is calling about policy number 82973 [PII].
[AGENT][NEGATIVE] He's calling to get information about this policy he said he sent in the POA and he did receive confirmation that the POA was received, but I'm not showing that he's been added to the policy as POA, so he needs to speak to somebody because he said that he's going to be very upset if nobody will talk to him today because he has confirmation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Confirmation don't mean anything anything and still has to go through legal, but I'll explain it to him.
[AGENT][NEUTRAL] OK, OK, thanks. His name is [PII], and let me give you his callback number.
[CUSTOMER][NEUTRAL] What was his name again?
[CUSTOMER][NEUTRAL] What's his call back?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What's
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, you can send him through. Thank you.
[AGENT][NEUTRAL] All right, thanks, [PII]. OK, bye-bye.