AccountId: 011433970860
ContactId: b4d7c4ba-8414-4a24-84ef-d8e5320f9c21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 780849 ms
Total Talk Time (AGENT): 271953 ms
Total Talk Time (CUSTOMER): 228194 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/b4d7c4ba-8414-4a24-84ef-d8e5320f9c21_20250318T20:00_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I'm calling in reference to my parents, [PII] and [PII]. Um, they have a policy through you. I don't know if it's both of them or just one of them, but we need to change the banking information where you take out the automatic payment.
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Are either of them available?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Is your mom or dad available?
[CUSTOMER][NEUTRAL] No, but I have power of attorney.
[AGENT][NEUTRAL] OK, and we, uh, do we have that document because we'll need to get permission to make any changes to the account.
[CUSTOMER][NEUTRAL] Oh goodness. OK. So, where do I send the document or do you have an email address I can send it to?
[AGENT][NEUTRAL] Uh, you can send the document to care team that's all together [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], you said [PII], the word public, so [PII], so [PII].
[CUSTOMER][NEUTRAL] A what now?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you say you're the daughter?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, what's your last name?
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][POSITIVE] Excellent.
[AGENT][NEUTRAL] OK, I'm going to email you a.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Authorization form, uh, this gives us permission. um, I don't know who is the primary, who is the policy holder of the two.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Who is the prime
[CUSTOMER][NEUTRAL] I really don't know and I don't know that they know.
[AGENT][NEUTRAL] Spell the first and last name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Daddy's name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] A mom.
[CUSTOMER][NEUTRAL] Mother's mother's name is [PII].
[AGENT][NEUTRAL] OK, let's see what state do they reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Pardon me for sniffing. I just allergies are like my goodness. Oh.
[CUSTOMER][NEUTRAL] OK. You and me both. I know.
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm looks like y'all are taking out like $14.50.
[CUSTOMER][NEUTRAL] I wonder if this is the, no, that's gotta be something to do with the bank.
[CUSTOMER][NEUTRAL] Well, I don't know. Maybe it is the policy.
[CUSTOMER][NEUTRAL] Would it have PPD behind it?
[AGENT][NEUTRAL] The policy number? No.
[CUSTOMER][NEUTRAL] No, OK. That's, this must be something the bank does then.
[AGENT][NEUTRAL] OK, let me see, uh, where do I need to be?
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just trying to find their social. I've got it also.
[CUSTOMER][NEUTRAL] I can remember where I wrote it down.
[AGENT][NEUTRAL] You said if you can remember where you wrote it down.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you what do you know what the mailing address is? OK, OK, go ahead.
[CUSTOMER][NEUTRAL] OK, I do have it.
[CUSTOMER][NEUTRAL] Yeah, you, you want their social? OK, Daddy's is [PII].
[AGENT][NEUTRAL] And mom.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you may have to assist them in completing this authorization form, otherwise we would have to.
[CUSTOMER][NEUTRAL] Yeah, I will.
[AGENT][NEUTRAL] Yeah I need to get authorization each time you call let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Most of it is, is so it's, it's something to read, you know, you read it, um, and I'll tell you now section A, uh, is about the individual, um, and your mom is the primary holder, so.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She is? OK.
[AGENT][NEUTRAL] Mhm. Section A would be her information.
[AGENT][NEUTRAL] Uh, that you know her name and her demographic information and then section B is who can we disclose information to so if that's you, you'll put your full name and your relationship.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And then it also ask what information um are they wanting us to disclose to you so be specific as possible if it's claim status benefits you know anything you need to know you know whatever you know in that field.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And can I put anything I need to know?
[AGENT][NEUTRAL] No, just
[CUSTOMER][NEUTRAL] Would that be enough or do I have to specify?
[AGENT][NEUTRAL] Yeah, so like if you wanna check claim status of policy benefits just put claim status policy benefits and you know you may not know what are the questions you need to need to know so they can say, you know, whatever whatever information she needs, um.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And that'll pretty much cover everything, um.
[CUSTOMER][NEUTRAL] Now when I get you a copy of the uh power of attorney, will I still have to do this authorization?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You will.
[AGENT][NEUTRAL] Because I don't, does the power does the power give you authorization to or you're handling their affairs I know it says that, but I'm gonna go ahead and send you this authorization just so that we'll have it on file with theirs with Miss uh [PII]'s signature on it, uh, and then at the bottom it just requires her signature, uh, the date that she signed it.
[CUSTOMER][POSITIVE] Goodness.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's that's pretty much it.
[AGENT][NEUTRAL] Um, is there an
[CUSTOMER][NEUTRAL] OK. Now, does daddy have a policy with you too or just mother?
[AGENT][NEUTRAL] just your mom.
[CUSTOMER][NEUTRAL] Just matter well that's fine.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So just mom on this one.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's kind of weird, I think.
[CUSTOMER][NEUTRAL] Hm, OK. All right. So I'll get her to fill that out and you need my email address?
[AGENT][NEUTRAL] Uh huh, to send the authorization to to disclose form.
[CUSTOMER][NEUTRAL] OK. It's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me get that prepared.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, I just sent that over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I need to do a subject.
[AGENT][NEUTRAL] It's coming from [PII], but you'll send it back to [PII] [PII] address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I put it in your like attention for you or just they'll take care of it?
[AGENT][NEUTRAL] Yes, just put I'm gonna give you the policy number.
[AGENT][NEUTRAL] And you can put the policy number. It may be it will be required on that, that form that I sent you. It's 59, it's 596.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] 049.
[CUSTOMER][NEUTRAL] That it?
[AGENT][NEUTRAL] Uh-huh. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK. 596-049.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I think it just came through [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will print that out. I've got to go over there when I get off work, so we will fill that out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And that's all I will need is fill that out and send it back and then you can talk to me.
[AGENT][NEUTRAL] They'll need to complete it and sign and date it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean, you'll probably need to assist them, but they will, uh, [PII]'s signature would need to be, uh, we'll need her signature and date on the document since it's her policy.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEGATIVE] And you're sure that he's not covered.
[AGENT][NEUTRAL] I did not, he's not on this policy and I searched under his name as well. I'll search again let me see.
[AGENT][NEUTRAL] Just to make sure.
[CUSTOMER][NEUTRAL] He may not be because it's not but 1450, so.
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, he is not on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty. OK. Well, I will get this took care of then and I appreciate you very much.
[AGENT][POSITIVE] Oh, you're welcome, Miss uh [PII]. Is there anything else we can help out with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you. You have a good day too. Bye-bye.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh bye bye.