AccountId: 011433970860
ContactId: c00dbca9-2021-4d2e-bd5d-c86bb9d4b7b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240770 ms
Total Talk Time (AGENT): 65204 ms
Total Talk Time (CUSTOMER): 101691 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/c00dbca9-2021-4d2e-bd5d-c86bb9d4b7b8_20250318T13:38_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, this is [PII]. I need to talk to someone about my policy or a policy.
[AGENT][NEUTRAL] OK, I can help you with that. Um, and what is your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I think it is 094-441.
[AGENT][NEUTRAL] OK, thank you. Hold on just a moment while I pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said 094-441, just 3 4s or?
[CUSTOMER][NEUTRAL] Yeah, I'm thinking that it's, it's this is my mom and dad's policy. My dad's passed away about 6 years ago and my mom, but I have a um power I sent my uh.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] When my dad passed away, I'd sent my power of attorney for both of them and so I think y'all have it, but I just know my cover sheet it it says company name uh SNL 094441.
[CUSTOMER][NEUTRAL] Um, but I don't know if that's the policy number if that's, it's a cancer policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what's your, your parents' name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, this is a burial policy, sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check and see if I can find it by the name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And you're not seeing him, right? It's just lab.
[AGENT][NEUTRAL] OK. I do see a cancer policy.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh just cancer, uh, I thought it was through American Public Life.
[AGENT][NEUTRAL] That's, that's, this is American Public Li that you called.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, I'm sorry. My mom, my mom just got put in a nursing home and she's got 4 policies, and she's signing up for Medicaid and when I call and talk to them they're like we need all the policies and what they're worth and all da da and I'm like, oh my God. So but I remember having to do this on my dad too, but it's just been like.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Trying to get her in the nursing home and do this it's crazy. uh, OK, I do have that policy number it's 00596422.
[AGENT][NEUTRAL] Yes, I understand.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. OK, and can you
[CUSTOMER][NEUTRAL] I'm sorry, I had the other one in front of me.
[AGENT][NEUTRAL] That's OK. Uh, and can you verify her date of birth and address for me?
[CUSTOMER][NEUTRAL] Yeah, her date of birth is [PII], and it's [PII] in [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Was there anything else that you needed from us? Um.
[CUSTOMER][NEGATIVE] No, I'm just needing to cancel it, um, she's in a nursing home and they won't allow us to have any bills took out or anything.
[AGENT][NEUTRAL] Insulin. OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I just needed to cancel it.
[AGENT][NEUTRAL] OK, I do have that canceled and the confirmation letter will go out in the mail to her um, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I appreciate it thank you.
[AGENT][POSITIVE] All right, well, thank you for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Right.