AccountId: 011433970860
ContactId: a85bf87a-688d-4a6f-9c97-aff04d56d90a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378109 ms
Total Talk Time (AGENT): 211959 ms
Total Talk Time (CUSTOMER): 143769 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/a85bf87a-688d-4a6f-9c97-aff04d56d90a_20250115T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking? How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm calling I'm calling about a policy that my mother has and.
[CUSTOMER][NEUTRAL] She's in the nursing home now. She doesn't know what this policy is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she pays a quarterly premium.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If I give you a policy number, can you tell me what kind of insurance it is?
[AGENT][NEUTRAL] Sure. Absolutely. What's that policy number?
[CUSTOMER][NEUTRAL] 00789968.
[AGENT][NEUTRAL] OK, and what's a good call back number for you, Mr. uh [PII] in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you and uh please allow me, uh huh go ahead. Were you gonna say something?
[CUSTOMER][NEUTRAL] And like
[CUSTOMER][NEUTRAL] Oh I was, I was gonna say, uh, I have power of attorney and I thought I had contacted you about that, but I think maybe it was another insurance company she has some with.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, let me have you.
[CUSTOMER][NEUTRAL] Um, if you, if you need me to.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] OK, so let me have you to verify your mother's name and date of birth. Well, you already verified her name. Well, no, you didn't verify her name and date of birth.
[CUSTOMER][NEUTRAL] OK. OK. It's [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And what is her address, mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you happen to know her email address?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] If you don't, it's fine. You've verified enough. OK, so, uh.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] So I can assist you with two things today. You first, the type of policy this is, and then second, you wanna know if we have you listed as being able to speak on behalf of your mother on this policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So let's start with the first thing. This type of policy is a cancer policy, OK? So that's what this is. This policy will consider malignant diagnosis of cancer only.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, now for the second thing, let me go look at something.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I'm not showing that you're listed as a third party for us to be able to release information to you.
[AGENT][NEUTRAL] So you will need to uh fill out, let me see, uh let me see, you spoke to someone in December. Let me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEGATIVE] Uh, oh, no, uh, you didn't speak to anybody. She just mailed you something, something about a uh.
[AGENT][NEUTRAL] Top portion of the, I guess payment was cut off or something.
[AGENT][NEUTRAL] And some other information was missing, told him to resend.
[AGENT][NEUTRAL] OK. All right, so, um, that was just something.
[CUSTOMER][NEUTRAL] Oh, I didn't I don't remember.
[AGENT][NEUTRAL] She says I sent Mr. [PII] all good an email back to his email address that we need the top portion of each page because they are cut off, OK? Yeah, OK.
[CUSTOMER][NEUTRAL] OK, yeah, I don't remember that.
[CUSTOMER][NEUTRAL] Oh, that's what it was. Well, I didn't get, I didn't get that email, but I know that's right, cause I scanned a copy of that thing and I, it's on legal pages and I scanned letter, and I found that letter.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just need to resend that to y'all.
[AGENT][NEUTRAL] Yes, yes, that is correct. And then, um, now I'm not sure what that was regarding because that was somebody in customer service you were speaking to, but we do need you to, uh, uh, have, uh, the, the third party form has to be real uh filled out and you can also send in the well the power of attorney. You said you have the power of attorney which says you have the right to uh speak on her behalf for her insurance purposes is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, so just send that in, send that in for review, OK? Do you need a fax number or mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I should have thought that from before uh.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] If I said that.
[CUSTOMER][NEUTRAL] To her before.
[AGENT][NEUTRAL] So that may have been, that may have been what was cut off because I see you also spoke to somebody [PII] and then they uh something was cut off so I'm just gonna suggest you resend that so it's eligible so they can get it loaded, OK?
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] OK, where would it have come from? I'm, I'm gonna find my old email and I'll send it to her.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] I am not sure uh that's customer service someone in customer service that would have sent that to you. I'm not sure if she sent that. Let me take a look on your mother's account and see if she put a copy of it in there.
[AGENT][NEUTRAL] Well, no, she wouldn't have uploaded a copy of what you sent, but let me see what, if I can see what she sent you. Give me one second.
[CUSTOMER][NEUTRAL] OK, I think I found this, uh, uh, care team at [PII] is where I emailed this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] There you go. That's it. That's it. Mhm.
[CUSTOMER][NEUTRAL] OK, well I'm gonna, I'll just resubmit this thing.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And we'll go from there. But you've answered my main question. It's the cancer policy. It's not a life policy. It would just cover, it would just cover any
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. No, it's not.
[AGENT][NEGATIVE] Malignant diagnosis of cancers.
[CUSTOMER][NEUTRAL] But she's already got Medicare, and she's already has Blue Cross in addition to that, I'm just
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Not sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That we need this but anyway but thank you so much for your help. I will, I will resend this.
[AGENT][NEUTRAL] OK. You're welcome and yes, uh, yeah, resend it and make sure it's not cut off. It looks like I'm looking at it, the top portion of it was cut off like she was saying. Mhm.
[CUSTOMER][NEUTRAL] Yeah, I've, I've, I found that later and uh and I have redone it so I I'll I'll.
[AGENT][NEUTRAL] And do you need, OK, alright, so you have the email address and everything you don't need the fax number.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK. Anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No ma'am, thank you so much.
[AGENT][POSITIVE] All right, you're welcome. Thank you for calling ATL have a great day and stay safe. Bye bye.
[CUSTOMER][NEUTRAL] OK. Bye-bye.