AccountId: 011433970860
ContactId: adc2dbbf-9fac-4218-a58c-20083cafc825
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1352079 ms
Total Talk Time (AGENT): 344174 ms
Total Talk Time (CUSTOMER): 857192 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/adc2dbbf-9fac-4218-a58c-20083cafc825_20250327T14:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I am calling on behalf of my mother-in-law. She is not with me. She's in a different town, but we have general questions. Um, do you need information about her to look her up?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I do, but first, can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you, Ms. [PII]. Do you have her policy number available?
[CUSTOMER][NEUTRAL] She gave me two numbers, so I really don't know which one it is because she's [PII] and it's all uh.
[CUSTOMER][NEUTRAL] Uh, I don't know. I'm, I'm not in the same town, so I will give you the first number she gave me, and then if that doesn't work, I'll give you a different number.
[AGENT][NEUTRAL] All right, let's try the first one.
[CUSTOMER][NEUTRAL] Um, there is
[CUSTOMER][NEUTRAL] OK, 98 P as in Paul 175619.
[AGENT][NEUTRAL] OK, did you have another one you said?
[CUSTOMER][NEUTRAL] Yeah, she said or she found a different documents as 130.
[CUSTOMER][NEUTRAL] 856 for cancer policy and then 064336 for intensive care policy. I really don't know if these are helpful or not, but that's what I have. Oh, and then she gave me some ID number too.
[AGENT][POSITIVE] Very helpful.
[AGENT][NEUTRAL] It.
[AGENT][NEUTRAL] All right. I, I think I've got it pulled up and I, I think so. What is her date of birth?
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] You got it? OK.
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] I believe [PII].
[AGENT][NEUTRAL] All right. And her date of birth, I'm sorry, her current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I do have that policy pulled up and the one that you, the information you gave me is the correct one, the last policy number.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] The 130856.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so I'm just gonna cross over 98 whatever she gave me that way I don't use that again. OK, great. We are moving [PII], she's my mother-in-law to [PII], which is 2 hours away.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To an independent living and she tells me she is, she has draft.
[CUSTOMER][NEUTRAL] Um, with her cancer policy and we are closing accounts over there. There now she does have two accounts that one of them we have a branch here in [PII]. The other one is a is a local bank that we don't, so the one that you're taking the draft out of is a local bank that we're gonna close it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But we need to change it to the other one.
[CUSTOMER][NEUTRAL] She has 22 different banks, but the, the Mulberry one that she has, uh, also account with, we have a branch here and she has a checking account with that. So what we need to do is we need to change the draft from one bank to the other because we're closing that account down and I don't want it to be like it's, you know, back uh backslashed on us so.
[CUSTOMER][NEUTRAL] What do we need to do? I told her I'll give her a call. I don't know if I can do a call 3 way call. I can try because she probably needs to give you what like a routing number or name of the bank or whatever, um, correct me if what tell me, yeah.
[AGENT][NEUTRAL] Right, so let me ask you, is it.
[AGENT][NEUTRAL] Will it be the same bank name or will it just be a different account number, or is the account number the same?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, it, it will be a completely different bank. So the bank that she's doing the stuff out of, it was either First National Bank Bank or Patriot Bank took over. I really am not sure because sometimes she doesn't remember to tell me everything. So that bank we're closing we're we're we're shutting it down. That's the one that you're getting the draft out of, so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's gonna be a completely different bank and completely different different account number completely different everything.
[AGENT][NEUTRAL] Got you. So what she'll need to do is to complete an electronic funds transfer form and get it back to us because it is a different bank, we will have to have the form completed.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][POSITIVE] And I can tell you where to find that form online. It's, it's pretty easy.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, let me pull it up.
[CUSTOMER][NEUTRAL] Well, it's not easy for her, and we're 2 hours away. Oops, like, she's online. Oh my goodness. OK. Can I, can I, can I put you on hold and tell her I'm talking to you on the phone, just one second, please don't hang up. If we get disconnected, give me a call, OK? OK, hang on.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Not a problem. I won't.
[AGENT][NEUTRAL] I will. I've got your callback number.
[CUSTOMER][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] Hello, OK, yeah, she wanted to know, um.
[CUSTOMER][NEUTRAL] Just the same question. I told her that I was talking to you about a form to get online and she said, well, I don't know how to get that. I said, well, she was gonna walk me through it and maybe can you mail her the form?
[CUSTOMER][NEUTRAL] Or do I have to print it for her and mail it to her?
[AGENT][NEUTRAL] No, I can mail it to her to the address on file.
[CUSTOMER][NEUTRAL] Oh good. Yes. Tell me, tell me where I need to go. I just for my own uh information just because I'm taking care of all her documents. So, um, American, I need to go to American Public.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh hang on then. I am.
[CUSTOMER][NEUTRAL] All one word [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. I don't have a login. Supplemental insurance and broker APL.
[AGENT][NEUTRAL] You don't have to log in if you go to the claims and forms section.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, let me just bring this up first. It's thinking.
[CUSTOMER][NEUTRAL] OK, claims and forms, OK.
[AGENT][NEUTRAL] And you're gonna go to the electronic funds transfer.
[AGENT][NEUTRAL] Form.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let's go down.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] There's mail paper form, fax documents.
[AGENT][NEUTRAL] Keep going down just a little bit.
[CUSTOMER][NEUTRAL] Accident claim, cancer clinic change, cancellation, critical dental, electronic funds transfer form.
[AGENT][NEUTRAL] Mhm. That's it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just did that. OK, so I.
[CUSTOMER][NEUTRAL] Open that up.
[CUSTOMER][NEUTRAL] OK, so she needs to write down the bank name, branch name, if any.
[CUSTOMER][NEUTRAL] Which doesn't, she's not gonna be in that same branch anyways.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But the name of the bank will be the same.
[AGENT][NEUTRAL] So that's gonna be the
[AGENT][NEUTRAL] Yeah, it's going to be the her new information.
[CUSTOMER][NEUTRAL] So we're keeping this other bank that she's uh going to have you draft out of. Now the whole branch is in her town, but when she moves here, we're gonna take her to branch here and do a change of address. Do we still need to notify you because the branch name.
[CUSTOMER][NEUTRAL] The branch will change. The bank address the city and all of that will change, but it does it matter or do we have to uh contact you again?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Once we have that new bank account information.
[AGENT][NEUTRAL] You would not need to notify us.
[CUSTOMER][NEUTRAL] If the branch name and branch address changes.
[CUSTOMER][NEUTRAL] You just need the name of the bank and then.
[AGENT][NEUTRAL] Once
[AGENT][POSITIVE] That's right. So.
[CUSTOMER][NEUTRAL] Um, let's see what else.
[CUSTOMER][NEUTRAL] OK, so she just needs to do the bank account number and bank routing number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's the big, big thing right there.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then her, yeah.
[CUSTOMER][NEUTRAL] Yes, would you please, yeah, would you please, she can just do her social and all of that. I have it but I don't.
[CUSTOMER][NEUTRAL] I don't, I don't have a printer, let's put it this way.
[CUSTOMER][NEUTRAL] And if I do it on I don't even have her stuff. I was gonna get get her online I mean on the three way call so can I, can I do that? Let me see if I can do that. I've never done that with a um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A toll free number.
[CUSTOMER][NEUTRAL] But would you bear with me, let me get [PII] on, on the phone, so she'll know it's coming and what she needs to do. OK, just one second. Let me do an ad here. Bear with me.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Again, if I lose you, please call me back.
[AGENT][POSITIVE] I will, no problem. I understand. Not a problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, one minute, one minute, 1 2nd.
[CUSTOMER][NEUTRAL] OK. Hi, [PII]. Hi, hey, I have uh [PII] from American Public Life on the phone, so 3 of us can talk at the same time, OK? OK. So [PII] tells me there's a
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK, so, uh, no, you go ahead, uh, [PII]. I, you already told me what we need to do, so go ahead and tell [PII] what we need to do, and then we can uh wait and see if she has any questions.
[AGENT][NEUTRAL] All right, it would be my pleasure. And Ms. [PII], I was speaking with your daughter-in-law and discussing your banking information for your automatic withdrawal for premium. Now, because you're changing banks, I am needing to send you a form to complete, and I just put that request in to mail that to your address. And then you're just gonna fill out that form.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And Ms. [PII] does have a, she's looking at the form as well, so she does understand what's needed for that form, and that should go out in the mail tomorrow for you. So when you get that if you would just complete that form and put in your new banking information and get that back to us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, then we can update your banking information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does she need to write down the routing number and account number, or do you want uh a copy of the deposit slip or anything? What how or what is your preference?
[AGENT][NEUTRAL] She can
[AGENT][NEUTRAL] She can just complete that form and just write it in there, the routing number and account number and bank information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII], what we're gonna do is we're gonna, um, they're gonna send you a form and on that form there's gonna be a bank name so you're just gonna put Mulberry and then Maybury, I'm sorry, Maybury. I need to remember. I don't use that bank, so I'm, I'm just, uh, I'm gonna write it down, Mayberry.
[CUSTOMER][NEUTRAL] OK. M M A B R E Y. No barriers to it. It's Maybry. Mayry. OK. Mhm.
[CUSTOMER][NEUTRAL] OK, um, so on that form you just handwrite Mayberry Bank.
[CUSTOMER][NEUTRAL] branch will be Okmogie. It's OK. You don't have to worry about [PII]. The bank address is gonna be Okmogie and the address, so you don't have to worry anything about [PII] information, OK? When you come here, we'll go to the bank we'll do change of address. That does not change anything because your bank account number.
[CUSTOMER][NEUTRAL] And bank routing number does not change and then at the bottom says what's your name, last name, your social security number, your APO policy number is not the the one with the P you gave me, it's the [PII]. So just remember that if you forget, call me. I'll have it written down. OK, now what, what number did I give you?
[CUSTOMER][NEUTRAL] You gave me 130856. That's your number. That's your policy number. That's the one I the the little card that I gave you, right? Yeah, you read it off that. I have not seen the card again. So that's the policy number for the, the whole, uh, cancer and, and, yeah, OK, that's what I thought, is that correct, [PII]? That's, that's for both cancer and in intensive care.
[AGENT][NEUTRAL] So that
[AGENT][NEUTRAL] The, um, that is for your cancer policy. The intensive care policy number is 64336.
[CUSTOMER][NEUTRAL] OK, so where do we put that one because this form does not say.
[AGENT][NEUTRAL] Well, once
[CUSTOMER][NEUTRAL] It just says APO policy number.
[AGENT][NEUTRAL] Yeah, so once we updated on the cancer, it will automatically be updated on the intensive care as well.
[CUSTOMER][NEUTRAL] So I went right down on the cancer [PII] and then the intensive care. Do I not have to worry about that?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You don't have to worry about that. Once it's updated on one policy, it will be updated on all policies that you have with us.
[CUSTOMER][NEUTRAL] 00, OK, OK. Now, I had an intensive care and I had a heart, a heart attack. Is that, that heart attack included?
[AGENT][NEUTRAL] Let me see which policy that is on. Bear with me just one second.
[CUSTOMER][NEUTRAL] Um, wait, hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think it's gonna be under your cancer plan, but let me just verify that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I understand you may be moving once y'all move you can either email care team.
[AGENT][NEUTRAL] Um, with your new address and we can update it or you can call us with your updated address.
[CUSTOMER][NEUTRAL] Can I just give you an updated address now because we're we're gonna give you our our mailing address that way in case she changes rooms or whatever, there's no confusion.
[AGENT][NEUTRAL] So, Ms. [PII], do you want us to update that to your daughter-in-law's address?
[CUSTOMER][NEUTRAL] It's a, it's all right. She, is she gonna give it, is she gonna give you her address?
[CUSTOMER][POSITIVE] Yeah, yeah, and if they mail anything it will come to us instead of going to the facility just in case you change your rooms and and confusion, yeah, yeah, it just makes things a little bit easier that way, yes, yes, yes.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] So I have your permission to update the address to their address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. I can do that. Let's see. And what is your address, Miss [PII]? or the address we need to update that to?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now that form, if I change that address today, will go to that address. Do we need to just wait and let that form go directly to Ms. [PII] in on [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah, you can wait. I mean there's no rush. We can always call and do a change of address when she's here too, so just I really really want her to get the form herself that way it's coming directly from you instead of me going to the office to print it because I don't have a printer at home.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And it, it just delays it so we're just the sooner she gets it, the sooner she can start working on it. So let's scratch my address she she gave us the number but unless there's a secondary address, but we can call [PII], is that OK if we call and change your address later on?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I guess, as long as you gotta hold on it, I'll forget. I won't remember. I've got it. I've got it, girl. Don't worry about it. Yeah, just send the document to [PII] and send it to me. I, I can, I can get it and get, get it filled out and back to you then, OK, if I have any questions, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] If I
[CUSTOMER][NEUTRAL] If I have any questions, will be able to answer them for me.
[AGENT][NEUTRAL] So we'll need that um verbal confirmation for each call or authorization. Now there is an authorization form also on our website.
[AGENT][NEUTRAL] And Ms. [PII] and, um.
[AGENT][NEUTRAL] It's the authorization form, the same place you were looking a minute ago.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You see that?
[CUSTOMER][NEUTRAL] OK, authorization to disclose information, is that it?
[AGENT][NEUTRAL] That's right. That's right. So that can be completed and signed and returned to us, then we'll have written verbal written authorization on file so that if you need to call in at any time, you don't have to get verbal permission.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK, there is no, uh, rush on that one. [PII], is it OK to, when I, I print this in the office and next time I'll see you I'll give it to you and then we can mail it so we can find it together.
[CUSTOMER][NEUTRAL] I guess you know what you're doing, yeah, yeah, I've, I've got it all taken care of, yeah, unless you wanna send her the thing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Isn't it nice to have help like this, Ms. [PII]?
[AGENT][POSITIVE] That's a blessing, isn't it? I said, isn't it a blessing to have help like that?
[CUSTOMER][NEUTRAL] Excuse me?
[CUSTOMER][NEUTRAL] Yes, well, especially when you get to be [PII], yeah, so anyway, well, I
[AGENT][NEUTRAL] Well, I'm not too far behind you, sir.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh man. Well, uh, it is, it is, she's my, my mother-in-law and my second mother, and, and I care about her, so let's put it this way. Um, [PII], can you also mail her this form?
[AGENT][NEUTRAL] Ah.
[AGENT][POSITIVE] That's sweet.
[AGENT][POSITIVE] That's a blessing.
[CUSTOMER][NEUTRAL] The authorization to disclose to protect health information, can you also mail that to her?
[AGENT][NEUTRAL] I can. I'm putting in a request for that right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's just do that so she'll have both and then we can fill it out together over the phone or maybe I'll make another trip down there. Uh, we were thinking about going down there in about a week or two anyway, so as soon as she gets it we can, we can take care of these paperworks as well.
[AGENT][POSITIVE] Absolutely. I'm putting in that request.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you out with this morning?
[CUSTOMER][NEUTRAL] Um, uh, the only other question is, in case I can't call, talk to you, can we also have her son, my husband listed on there too, or it's only just for one person?
[AGENT][NEUTRAL] Uh, that can be included on the form.
[CUSTOMER][NEUTRAL] OK, so we can add both our names there in case [PII] calls and wants to inquire about [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, as long as you have a handle on it, that's fine. I've got it. I've got you. OK. All right. I think we're good to go. Thank you so much, [PII]. I appreciate that. So [PII] is gonna, yeah, [PII] is gonna take 2, get, uh, 2 forms in the mail from you. OK, on that and it'll say American Public Life on it, right?
[AGENT][POSITIVE] Yes it's been so much. It's been a pleasure.
[AGENT][NEUTRAL] That is.
[AGENT][NEUTRAL] Yes, ma'am. It'll say APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK APL. OK. OK. Thank you so much. I appreciate it.
[AGENT][POSITIVE] It's been such a pleasure, and I hope y'all have a wonderful day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you, thank you too appreciate it [PII] don't hang up. I'm gonna talk to you, OK? Don't hang up. Alright, thank you [PII]. Take care bye bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mhm. You too. Bye-bye.