AccountId: 011433970860
ContactId: c4078c60-bee4-4356-bf3b-e254b603b44a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286799 ms
Total Talk Time (AGENT): 68195 ms
Total Talk Time (CUSTOMER): 140989 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/c4078c60-bee4-4356-bf3b-e254b603b44a_20250618T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi there, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] I'm trying to um I'm trying my I'm my mother's has a couple of like auto deduction charges on her checking account.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] And one of them says American public.
[CUSTOMER][NEUTRAL] And I'm trying to track down her policy.
[CUSTOMER][NEUTRAL] And or
[CUSTOMER][NEUTRAL] You know, have all information mailed to her house or something like that.
[AGENT][NEUTRAL] OK. Do you have her?
[CUSTOMER][NEUTRAL] She's uh.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Um, do you have her last name?
[CUSTOMER][NEUTRAL] Yeah, last name is [PII] spelled [PII]
[CUSTOMER][NEUTRAL] And and
[CUSTOMER][NEUTRAL] No, no, yeah.
[CUSTOMER][NEUTRAL] And her first name is going to be [PII]
[AGENT][NEUTRAL] OK, and you just need us to mail the policy certificate?
[CUSTOMER][NEUTRAL] Yeah you can do that um I'm sure you can't give information over the phone um I was also because I've I've been calling.
[CUSTOMER][NEUTRAL] She's got several things that have been.
[CUSTOMER][NEUTRAL] Set up for where my sister and I about that the.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Just having to take care of a lot of things.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEUTRAL] Is there also like.
[CUSTOMER][NEUTRAL] An email or a fax to send like a power of attorney letter or anything like that?
[CUSTOMER][NEUTRAL] So that we can.
[AGENT][NEUTRAL] Uh, yeah.
[CUSTOMER][NEGATIVE] Reference things and call back and that's that's the roadblock I've been hitting every time is uh just the POA.
[AGENT][NEUTRAL] OK, yes, uh yes, you.
[CUSTOMER][NEUTRAL] I'm trying to, I have, I have I have copies of all the documents and I'm just going ahead and just trying to send everybody that way I'll just do call backs and.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Learn about all this stuff later.
[AGENT][NEUTRAL] Yeah, you can email our care team. Um, it's [PII]
[AGENT][NEUTRAL] AM Public, so it's [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII] a [PII] got you.
[CUSTOMER][NEUTRAL] Um, and yeah, if.
[CUSTOMER][NEUTRAL] Uh, this one's probably the most expensive one in her it's like $319.10.
[CUSTOMER][NEUTRAL] Each month I believe.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You're not you're not allowed to give info like over that over the phone.
[AGENT][NEUTRAL] Yeah, I, it looks like it's not monthly. Let me double check with the mode of.
[AGENT][NEUTRAL] Crazy
[CUSTOMER][NEUTRAL] And is this, I mean, can I ask like what type of, because I've like run into like dental, life insurance, I've run into a few things with various things.
[CUSTOMER][NEUTRAL] Are you able, I mean, I don't even know what American Public provides.
[AGENT][NEUTRAL] Um, we sell supplemental policies, so.
[AGENT][NEUTRAL] It's a supplemental policy, um, that's pretty much all I could give, um, but I can definitely, I can put the policy er certificate in the mail today and then that'll outline all the coverage that it has.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and if I email this like POA, uh, do I just put it in her just name and date of birth or something like that in there? How would they know to attach it to the correct, uh, account?
[AGENT][NEUTRAL] Yeah, if you'll put her name and then let me give you the policy number to reference.
[AGENT][NEUTRAL] Um, it's 82932.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh-huh, 82932.
[CUSTOMER][NEUTRAL] All right, I think that's it.
[AGENT][NEUTRAL] OK, I'll get that sent your way. Just give it about 3 to 5 working days. You should receive that policy certificate, and then if you'll email us the POA and we'll get that, um, on file for you.
[CUSTOMER][NEUTRAL] I believe
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] 6