AccountId: 011433970860
ContactId: abb75368-433b-4139-b30e-f1840f924de6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487040 ms
Total Talk Time (AGENT): 209656 ms
Total Talk Time (CUSTOMER): 177378 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/abb75368-433b-4139-b30e-f1840f924de6_20250211T21:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have an insured on the other line. It looks like [PII] was helping her. She's trying to get a no cash value letter, um, but she's been calling for a little while, um.
[CUSTOMER][NEUTRAL] About the letter she was needing an update. Um, is this something you can help me with because I can't get to [PII]. I tried to send her a team.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Uh, do I, can I look at the policy number? It's probably a lady that I talked to before, and unfortunately, I don't have any more information about it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then calling in the notes, yes.
[CUSTOMER][NEUTRAL] OK. It's
[CUSTOMER][NEUTRAL] It's it's 75636.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes, that's her.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] That le teams to males stating policy has no cash value.
[AGENT][NEUTRAL] That is what it says.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will go ahead and try to help her out.
[AGENT][NEUTRAL] You can go ahead and send her.
[CUSTOMER][NEUTRAL] OK, um, hold on one second, OK?
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, Ms. [PII], I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you. You're welcome.
[AGENT][NEUTRAL] Hello, good afternoon. This is [PII]. Hello, yes. Mhm, who I have on the phone?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, this is [PII]'s daughter. We had called back in January about this letter, and we never got it. So a couple of weeks ago, I called and [PII] said that [PII] was waiting on her supervisor to sign off on the letter. Well, in January, when I called,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] [PII] told me that she was mailing it the very next day, and we've never gotten it, and we're gonna have to pay the $4000 something dollars to the nursing home unless we can get this letter stating there's no cash value.
[CUSTOMER][NEGATIVE] In this policy, and I do not understand why we can't get that.
[AGENT][NEUTRAL] Yes. All right, miss, um, I am looking here at the notes from [PII] that she was able to mail that letter on the [PII].
[AGENT][NEUTRAL] So it's been a week now. Um, I would say the address that was used for the letter, let me look at it really quick. Um.
[AGENT][NEUTRAL] OK, it's a [PII] um mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEGATIVE] Well, it's never made it there.
[AGENT][NEGATIVE] Well, it was just uh mailed out probably around Wednesday or Thursday. Um, it was ready on the, on [PII]. It should have been mailed out around the [PII] or [PII] of last week. I would say it takes up to 7 to 10 business days for them to arrive through the mail. Um, I would say just.
[CUSTOMER][NEUTRAL] And where are y'all located?
[AGENT][NEUTRAL] Uh, we are in [PII].
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] And it takes over a week for it to get to [PII].
[AGENT][NEUTRAL] Sometimes it depends on the mail, we, yes.
[CUSTOMER][POSITIVE] I'm mail, I'm mail from [PII] and by the [PII] day they have it.
[AGENT][NEUTRAL] We apologize for that. But other than that, I don't see any other notes from here. Um, I
[CUSTOMER][NEUTRAL] Is there any way possible you can resend another one today? I mean, we desperately need this.
[AGENT][POSITIVE] Mhm. Yes, yes, totally understandable about the, the worries about it. Um, I will get in contact with Ms. [PII] and um I will talk to her about this letter. If she has a copy, would it be, um, any other way that we can also email that letter to you? You will be given, um having it within a couple of minutes.
[CUSTOMER][NEUTRAL] OK, uh, let me give you my email address.
[CUSTOMER][NEUTRAL] Or do you have my sister-in-law, um, probably gave her email address if it, if she did, that's, that's great to just send it to her cause she actually lives right there when I'm in [PII].
[AGENT][NEUTRAL] Uh, no, she
[CUSTOMER][NEUTRAL] Can you tell me the
[AGENT][NEUTRAL] No, we don't have any email address in record.
[CUSTOMER][NEUTRAL] Can you tell me
[CUSTOMER][NEUTRAL] OK. Can I give you mine and you send it on to me?
[AGENT][POSITIVE] Yes, we can do that.
[CUSTOMER][NEUTRAL] OK. Are you ready?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh oh, OK. Um, let me start over. Sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. I'm gonna repeat the, uh, I'm gonna go ahead and repeat it for you just to make sure I have it correct. That will be [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] MM [PII].
[CUSTOMER][NEUTRAL] That's correct and you can go ahead and send that to me now?
[AGENT][NEUTRAL] Um, I will have to reach out to Ms. [PII] as she is the one that um had that letter for you. Um, so it will take me a couple of minutes for, um, to contact her and get that mailed to you.
[CUSTOMER][NEUTRAL] OK. Can you call me back and let me know whether you can do it or not?
[AGENT][NEUTRAL] Uh, sure, I can. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And may I have your last name again, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, Ms. [PII]. Thank you very much.
[CUSTOMER][POSITIVE] Thank you so much. If you could send that to me, that would be wonderful.
[AGENT][NEUTRAL] Yes, I will. And just in case, Ms. [PII] um already still has that letter um pending, uh, I will go ahead and request her that she can mail it back again, just in case.
[CUSTOMER][NEUTRAL] Oh, OK, but yeah, we email it to me also.
[AGENT][POSITIVE] Mhm, yes, we can.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. I appreciate it so much.
[AGENT][POSITIVE] You're welcome. I'm glad to help. I will give you a call back in just a couple of minutes, all right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye.