AccountId: 011433970860
ContactId: cd347d20-6458-4349-88d9-cdb4965c8caf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1022140 ms
Total Talk Time (AGENT): 352552 ms
Total Talk Time (CUSTOMER): 262966 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/2025/02/11/cd347d20-6458-4349-88d9-cdb4965c8caf_20250211T18:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I've been trying to find out some information about a life insurance policy for my aunt [PII].
[CUSTOMER][NEUTRAL] Um, I have the policy number and I sent in, um, the power of attorney.
[AGENT][NEUTRAL] OK. Can I get a, can I get your name, please?
[CUSTOMER][NEUTRAL] Already.
[CUSTOMER][NEUTRAL] Uh, [PII], I'm sorry.
[AGENT][NEUTRAL] [PII], may I have a callback number?
[CUSTOMER][NEUTRAL] [PII] Dear.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] It is 152335.
[AGENT][NEUTRAL] No, I don't think that is.
[AGENT][NEUTRAL] You said 152335?
[CUSTOMER][NEUTRAL] 152335. Now I have an original policy number is 1031847.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, do you have the name for her social?
[CUSTOMER][NEUTRAL] I do. It is um [PII].
[AGENT][NEUTRAL] Let me get screen one moment.
[CUSTOMER][POSITIVE] OK, I'm sorry.
[AGENT][POSITIVE] All right, I'm ready now.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEGATIVE] Just not finding her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you spell the last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said [PII].
[CUSTOMER][POSITIVE] [PII] correct.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am, and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Can you verify the date of birth, address, and email address, please?
[CUSTOMER][NEUTRAL] Um, [PII] mailing address would be [PII] and as far as the email, um, she doesn't have one as far as I know.
[CUSTOMER][NEUTRAL] She's [PII], so.
[AGENT][POSITIVE] Alright, [PII], thank you so much for verifying that information. Um, one moment while I review um the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], how can I assist you today?
[CUSTOMER][NEUTRAL] OK, um, I need to um make sure that her payments are still going through she is in.
[CUSTOMER][NEUTRAL] Um, a nursing home and I need to make sure that this policy is up to date. I also need to know.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like I'm assuming she's still making payments on this, correct?
[AGENT][NEUTRAL] Um, if this policy is active.
[AGENT][NEUTRAL] But I would have to get you over to customer service when it comes down to payments because this is the claims department. If you're not filing a claim then I couldn't help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's
[CUSTOMER][NEUTRAL] OK, can you tell, is this like whole life term life, um.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Like it does it only pay on.
[CUSTOMER][NEUTRAL] On gas or what, let me tell you what's going on. We are um in the process of trying to get her qualified for uh Medicaid because she's in the nursing home and right now her insurance is paying up until like next week and then we're gonna have to start paying out of pocket and.
[CUSTOMER][NEUTRAL] In order for her to qualify for Medicaid, there are certain things that she cannot have, um, like the beneficiaries for her life insurance may have to go over to the state and so that's what I'm trying to see like are they cash value or like how that works if you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's um
[AGENT][NEUTRAL] Let me take a look. One moment, please. I'm gonna put you on a brief hold. Mhm.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, [PII], I'm back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm just trying to see what information I can provide to you.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Um, because it's, I don't believe I can tell you much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, when it comes down to the policy itself.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] The point, um, the POA on this is someone else.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I know it's my cousin, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, yeah, we, it's not much that I can tell you about this policy. Um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Customer service can help you when it comes down to.
[AGENT][NEUTRAL] The payments and all of that, but it, when it comes down to the policies and the payoffs getting into that, the meat of things that I wouldn't be able to and I wouldn't be able to help you.
[CUSTOMER][NEUTRAL] OK, is there a way like.
[AGENT][POSITIVE] But he's more than welcome to call in the POS is able to call in and get information.
[CUSTOMER][NEUTRAL] Oh, even though I have power of attorney, like they can't tell me.
[AGENT][NEUTRAL] I don't see that. Did you send, when did you send that?
[CUSTOMER][NEUTRAL] I sent it um this week and I received the email back saying that it was hold on let me get back to my email.
[CUSTOMER][NEUTRAL] Uh, from memory, memory Thompson, customer service, the power of attorney has been approved by our legal department and added to the policy.
[AGENT][NEUTRAL] But isn't that like if somebody else cannot perform, then you would be?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have power of attorney over my aunt.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so that's why I'm trying to get all of this information together to try to get her, you know, some financial help.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That she can use now while she's alive.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I have policy number one.
[AGENT][NEUTRAL] So basically you're trying to, so basically you trying to take the money off of the policy now.
[CUSTOMER][NEUTRAL] No, no, I need to know.
[CUSTOMER][NEUTRAL] Um, to make like if it has a cash value, he will not be able to keep it is what I'm saying like.
[CUSTOMER][NEUTRAL] It would count towards her income or assets or something. And so that's all I need to know if it has cash value, I guess.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Hold on one moment cause I'm not, I'm not.
[AGENT][NEUTRAL] I need to find out about this POA because this is not what I'm seeing. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh, thank you [PII]. Oh Lord, I got a member on the whole and
[AGENT][NEUTRAL] I've just been going all around the world. OK, so I have her, her name is [PII] and she states that she has power of attorney, right? So in notes here.
[AGENT][NEUTRAL] Um, it says, um, the POA um, should be [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So that means that if he can't perform his duties, then do they both share because she's on the line wanting to know if this policy holds a cash value. I'm not sure what information I can provide to her. She said, go ahead.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm on the phone with [PII]. [PII], yeah, the niece. I'm on the phone with her.
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] OK, so I'll get her because she also had wanted to know about the payments on the policy as well, which customer service will handle, but I just didn't, she was asking me what type of policy did her she have, was it a whole or term and about that and so I know that we're supposed to help as much as we can, but I just was like, uh, I'm not too sure if I was able to share.
[AGENT][NEUTRAL] Anything with her.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. OK, thank you so much. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, I am gonna have to I don't see anything on this policy, um, rather about a cash value because we only in claims, we only deal with if the person is deceased.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I will have to take down your information and have the person in our department that deals with the cash value and to let you know about the cash value. Um, I am gonna transfer you over to customer service because they will help you with when it comes down to you're trying to see if her policy, I'm showing it's active, not too sure about when the payments come out, but as of right now this policy is an active policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But they can like kinda help you with, you know, if you're trying to change how it comes out and stuff like that, they can also help you.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, OK, alright, thank you so much.
[AGENT][NEUTRAL] And I have your number as [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Correct. Yes, ma'am.
[AGENT][POSITIVE] OK, so one moment and I'm going to get you to customer service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], um, I have policy 152334.
[AGENT][NEUTRAL] This is a life policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I have the niece [PII] on the phone.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she was calling about the wanting to see if about the payments on her aunt's policy to make sure it's active. I'm not too sure but um.
[AGENT][NEUTRAL] I'm not sure if she wanted to change how it came out. I'm not too sure. The POA information is in notes. I think she was dealing with memory at one point. Um, and that's it. And the callback is what in the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and did you get permission to talk to her or?
[AGENT][NEUTRAL] Well, it's in notes. It's, it's in notes.
[CUSTOMER][NEUTRAL] It's in notes. OK, hold on a second, let me pull the policy up.
[AGENT][NEUTRAL] 152334
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Who is this [PII] guy? I wonder.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][POSITIVE] All right. Here you go. Thank you.
[CUSTOMER][NEUTRAL] I don't know
[CUSTOMER][NEUTRAL] Mm.