AccountId: 011433970860
ContactId: b884438c-7201-4ec9-a20b-2072d13299a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376420 ms
Total Talk Time (AGENT): 162593 ms
Total Talk Time (CUSTOMER): 178067 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/b884438c-7201-4ec9-a20b-2072d13299a1_20250203T19:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling IPO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling in regards to my mother-in-law. We're trying to get all of her policies and stuff in order to see if she needs to keep them or
[CUSTOMER][NEUTRAL] Um, if there's still what she's paying for and who it's on the policy number and she's here with me also if you do need to speak with her, um, the existing policy number is 092230.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Just one moment, Miss [PII], let me get that pulled up.
[CUSTOMER][NEUTRAL] And then it says policy number already in full, so there's a 2nd 1.
[CUSTOMER][NEUTRAL] It's what I'm saying.
[AGENT][NEUTRAL] And what's your mother-in-law's name and date of birth?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII]. [PII]. They might be on the day.
[CUSTOMER][NEUTRAL] The policy is actually under my dad's name.
[AGENT][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's probably sitting at that computer thinking, what?
[AGENT][NEUTRAL] I know, I was like, well, maybe.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it's under [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], do you have a callback number?
[CUSTOMER][NEUTRAL] Uh, yeah, can we just give you my my sister-in-law's number so you can just contact her if it's OK that, and my mother says OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, give me your number [PII].
[AGENT][NEUTRAL] And Mr. and Ms. [PII] is there, they're there with you, right?
[CUSTOMER][NEGATIVE] Well, well, Mr. [PII] has already passed away.
[AGENT][POSITIVE] Oh, OK, I'm so sorry.
[CUSTOMER][NEUTRAL] Um, but he's still paying on these policies.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK, but Ms. [PII] is.
[CUSTOMER][NEUTRAL] Well, it's got the existing policy. Yeah, she's sitting right here. She's the one who gave you her birthday.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] But it says first the current benefit and it gives policy number 061731 already in force is what said and then the existing policy number which is the 092-230.
[AGENT][NEUTRAL] OK, so let me.
[AGENT][NEUTRAL] OK, yeah, the um 617-31 was an intensive care policy and it turned [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the 92,230, that was a cancer policy.
[AGENT][NEUTRAL] And that that termed in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so when you say it turned, that means it stopped then?
[AGENT][NEUTRAL] Right. Yes, ma'am. But she does have another cancer policy.
[CUSTOMER][NEUTRAL] OK, cause she's still been paying a lot. She has still been paying for it.
[CUSTOMER][NEGATIVE] She is still paying for it and my daddy has been dead for 9 years now.
[AGENT][NEUTRAL] How much is she paying?
[CUSTOMER][NEUTRAL] She's paying 57 $58.90 a month.
[AGENT][NEUTRAL] Right, because she does have another cancer policy that, that is, um, that is $98 and I'm sorry, $58.90 a month.
[CUSTOMER][NEUTRAL] OK, and what policy number is that? Because that would be, uh, so that's on her.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] That is, that should be just on her.
[AGENT][NEUTRAL] But let me
[AGENT][NEUTRAL] Look.
[AGENT][NEUTRAL] Yeah, um, it looks like Charlie was the um primary insured and then when he died, um, she's the only one on the policy now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's for cancer only?
[AGENT][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][NEGATIVE] OK. And there's no way she can cash out or anything on it.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. Try to think what, I mean, she has.
[CUSTOMER][NEUTRAL] Never had a problem with cancer. So I wonder if she needs to keep it or
[CUSTOMER][NEUTRAL] Stop it or what. So that's what some, that's what we're trying to figure out, things like that.
[AGENT][POSITIVE] OK. I'll, I'll be more than happy to send her a policy so that y'all can review it and um.
[CUSTOMER][POSITIVE] That would be great. Thank you.
[AGENT][POSITIVE] Yeah, I'd be more than happy to. And I also wanna let you know that the policy does also have a wellness benefit. So if she goes to have like a um mammogram or a Pap smear every year, um, she does get some benefit from that.
[CUSTOMER][NEUTRAL] OK, OK, and what what policy number is being used for her?
[AGENT][NEUTRAL] Um, this one is the 431.
[AGENT][NEUTRAL] 3. OK.
[CUSTOMER][NEUTRAL] Oh, we don't even have that this well, OK, I need to send her a current.
[CUSTOMER][NEUTRAL] Oh, OK, what's the number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's for the policy policy number is 431.
[AGENT][NEUTRAL] 327.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is she, is she still at the [PII]?
[CUSTOMER][NEUTRAL] OK. But yes, if you send that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. OK. Yes, ma'am. Um, I will get that sent out to y'all. Um, hopefully, you will receive it within a week. Um, but yes, ma'am, after you review it, um, then if you decide you don't wanna keep it, just, just give us a call back.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Oh, you, you're so very welcome, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's all. Thank you. That's it.
[AGENT][POSITIVE] Thank you for calling APO. You, y'all have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too. Alright, hold on to that until she gets.