AccountId: 011433970860
ContactId: d40b3be5-b683-4e8d-a1e1-bc0db3cd812b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 555609 ms
Total Talk Time (AGENT): 306966 ms
Total Talk Time (CUSTOMER): 205824 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/d40b3be5-b683-4e8d-a1e1-bc0db3cd812b_20250115T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII]. I'm [PII]'s niece. We spoke on the phone Friday and about time, anyway, if you remember that. OK, I'm here at the nursing home with her, and she said, yes, she would give verbal authorization. So I was gonna put her on the phone or see what we needed to do there or
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, Ms. [PII], do you have her policy number handy? If not, I can find it. OK, what is it?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 92 I mean sorry 9C25175.
[AGENT][NEUTRAL] All right, Ms. [PII], and let me just verify all of her information real quick and then um you can place her on the phone so that I can speak with her for just a second, um.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I say that's not what we have. OK.
[AGENT][NEUTRAL] And um, what's the mailing address on the policy?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you so much, Ms. [PII]. Hold on just a second for me. Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's right, is it 12 5 25.
[AGENT][NEUTRAL] Give me just a moment. I'm trying to see why we don't have that in here correctly. I'm trying to see if we have an original application or something.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, when I talked to you the other day, I gave it to you and it was
[CUSTOMER][NEUTRAL] It didn't come up as a problem.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Well, I didn't verify, yeah, I didn't verify her effective date with you the other day because um I didn't discuss any information with you. I just told you what, what we needed. Um, hold on just a second for me. I'm just trying to find the, the paper application from the original time when she applied for it and I can fix that.
[CUSTOMER][NEUTRAL] There's a reference number.
[CUSTOMER][NEUTRAL] Oh that's that, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's fine. I'm just looking
[AGENT][NEUTRAL] Um, so it's no problem. Uh, can I go ahead and speak with Ms. [PII] and just, um, talk to her for just a second and get authorization from her? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, just a minute.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, Ms. [PII]. My name is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Just fine.
[AGENT][NEUTRAL] Good. Uh, so Ms. [PII], um, me and her were talking the other day and I just need authorization from you to speak with her today about your policy. Is that OK?
[CUSTOMER][NEUTRAL] That is fine.
[AGENT][POSITIVE] All right, Ms. [PII], I'm sorry to trouble you. Thank you so much for giving me that authorization, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right, here's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, Ms. [PII], I see what the problem is, um, so when she originally applied for this policy, um, we had, it was very limited information that was on the application and so the only thing we had on the application was an actual, um, the date, the year of her birth. So can you tell me one more time, it was [PII] you said?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah, these old policy, I don't know why it only ask for their year of birth, but it, it, it's weird. I apologize about that, but I'm, I'm fixing it now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And Ms. [PII], what all did you need regarding the, the policy? I, I just refresh my memory. Let's see.
[CUSTOMER][NEUTRAL] Yeah, well, I mean, like I told you, I've got some very, very limited paperwork and there's nothing on here that really says anything about what it is. It says American Public Life Insurance Company, but there's nothing on here stating what kind of policy this is anything about.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] What it pays, what it doesn't pay, what it's good for, what, I don't, there's nothing on here about.
[CUSTOMER][NEUTRAL] You know, there's a thing in here I've got about premium increases and different stuff and I have a copy of the I guess the top half of the last bill we paid which was in, well, the due date was [PII], but I don't know what it is and she doesn't remember what it is either.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, no problem, Ms. [PII]. Uh.
[CUSTOMER][NEUTRAL] That's what I was looking for.
[AGENT][NEUTRAL] I understand. Uh, this is a cancer policy.
[AGENT][NEUTRAL] Um, it is billed right now on a yearly policy for 1950, uh, for $19.50 a year. Um, I can get you a copy of the policy certificate. Um, now as far as the benefit goes.
[CUSTOMER][NEUTRAL] Just the.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The only thing I can tell you is that it has a daily hospital benefit of $20 but
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Usually it's higher than that, so I'm not sure if that's why the premium's so low or what, um, and that it is a really old policy, um.
[CUSTOMER][NEUTRAL] Maybe, yeah, she hasn't.
[CUSTOMER][NEUTRAL] Yeah, except for uh skin cancer. She hasn't had any cancer and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't, I mean, you know, she's [PII]. Hopefully, she hasn't got it yet. She won't get it now. But anyway, if you could send me something in the mail that I could like physically look at and that way it's
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I had more questions, I would, if I have something to look at, then I would know. But if you could just mail me that to my address that you should have there on file.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. So is the address that you gave me earlier, is that your address?
[CUSTOMER][POSITIVE] I would greatly appreciate it.
[CUSTOMER][NEUTRAL] That's her address. Oh well, that's her home address, my address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was on the letter that I sent in asking to become an authorized representative but I can give that to you again if you need it.
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] Without the POA being
[CUSTOMER][NEUTRAL] Or you can send it to her.
[AGENT][NEUTRAL] Yeah, I was about to ask, is there any way I can send it to her address and you get it there? OK, OK, because without the letter of incapacitation, your POA isn't valid yet with us, so, um, we wouldn't be able to send it directly to you.
[CUSTOMER][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I didn't quite understand that, but yeah, that's OK. Send it to her, that's fine. Yeah, that's fine.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, OK, and would you like to talk to somebody in our benefits department that can actually go over all of her benefits, like all the benefits this covers, or do you wanna wait for the policy certificate?
[CUSTOMER][NEUTRAL] I would rather wait till I have it because without having it, I don't know what to ask.
[AGENT][POSITIVE] Right, I got you. Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEGATIVE] You see what I'm saying? so I don't think, I think it would be a waste of time.
[AGENT][NEUTRAL] I understand completely. Um, what is a good contact number for you in case we have any other questions?
[CUSTOMER][NEUTRAL] That's fine. My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, Ms. [PII], I'll put in a request to mail that policy certificate out to, uh, Ms. [PII]'s home address. Um, was there anything else I could do for you today?
[CUSTOMER][POSITIVE] Thank you. OK.
[CUSTOMER][NEUTRAL] No, not today. I think that's covered today.
[AGENT][NEUTRAL] All right, Ms. [PII], well just let us know if you have any other questions. um, the verbal authorization she gave us today that is only valid for today, so like you wouldn't be able to, yeah, so any time you have to call in, you'll need, you'll need to be with her so that we can get that verbal authorization.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Or get the other end, OK.
[AGENT][NEUTRAL] Or get the letter from her doctor, yes.
[CUSTOMER][POSITIVE] OK, OK. I didn't quite understand that, but that's fine. That answered all the questions for today, so.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, Ms. [PII]. Well, thank you so much for calling APL and you have a wonderful day. Bye-bye.
[CUSTOMER][POSITIVE] All right, [PII], thank you very much. All right. Thank you.
[CUSTOMER][NEUTRAL] You too, bye.