AccountId: 011433970860
ContactId: d59af999-24f8-471c-b07c-aff7c158c828
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 553010 ms
Total Talk Time (AGENT): 228771 ms
Total Talk Time (CUSTOMER): 263220 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/d59af999-24f8-471c-b07c-aff7c158c828_20250514T14:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, thank you for taking my call. I am [PII], and I'm calling on behalf of my sister [PII] or A [PII]. She has had an American public life insurance policy since [PII].
[CUSTOMER][NEGATIVE] And uh [PII] had a stroke a couple of years ago and it took her, uh, just destroyed her, her, her mind and uh we've been direct pay with uh a home for her and uh I'm, I'm now working to get her on Medicaid.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And one of the things that uh have to uh have for them is uh like uh cash value of uh her insurance policy and probably are going to have to to surrender it and I needed to know how I could go about getting the cash value that I can turn that into them and also about surrendering that uh that policy um.
[CUSTOMER][NEUTRAL] Uh, immediately, so the, the policy number is 439-539, and it was effective on [PII].
[CUSTOMER][NEUTRAL] And uh it was uh uh a whole life policy is what it looks like to me. It was a $15,000 policy. Mhm.
[AGENT][NEUTRAL] OK. So, Mr. [PII], you're calling on behalf of this policy that your sister has with APL and you're trying to find out how to go about getting the cash value and how to surrender the policy. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, yes, uh huh.
[AGENT][POSITIVE] OK. So, Mr. [PII], um, I'll be happy to try and assist you the best that I can. Now, do you have power of attorney over your sister?
[CUSTOMER][NEUTRAL] Yes, uh huh, I do. I've got that and health directive and everything.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm gonna go ahead and verify her information again. I'm gonna be very limited at this point as to the information that I can provide for you, but I will give you some information as to what would need to be done. So first off, Mr. [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK, it would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So one moment please for me to get your email, I mean the policy information pulled up rather.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so, again, I will need to verify several things for security. So if you could first please verify Ms. [PII] date of birth.
[CUSTOMER][NEUTRAL] Oh my [PII], uh, let's see, and she just turned [PII], so that would have made it uh [PII].
[AGENT][NEUTRAL] OK, thank you and her home mailing address please.
[CUSTOMER][NEUTRAL] OK, it was uh [PII]. Now that address has been changed because we had to sell that home and uh I actually uh use her, I use my personal address for her now, which is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so [PII]?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] And what's that zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, alright, just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and the last thing to verify would be the phone number that we would have had on file for Ms. [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], uh, my goodness, it's been so long since I called it, uh, called it [PII].
[AGENT][NEUTRAL] I unders I understand it's hard to remember phone numbers now.
[CUSTOMER][NEUTRAL] Yeah, oh, it is, uh, this is crazy. I can't, it was, it was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The list it is, what's
[AGENT][NEUTRAL] What's the last, OK, go ahead. Do you remember it? Go ahead with the phone number if you remember it.
[CUSTOMER][NEUTRAL] Do what?
[CUSTOMER][NEUTRAL] No, I don't. I cannot. I want to say [PII], but.
[AGENT][POSITIVE] OK. All right, thank you. All right, that is what we have. Yes, sir.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Was that it?
[CUSTOMER][POSITIVE] OK, wow. My brain's better than I thought it was. OK.
[AGENT][POSITIVE] That that's, that's very good. Most of us can't remember anybody's phone number now.
[AGENT][NEUTRAL] OK, so that's all the information that I need to verify. So before we will be able to provide any information on this policy, Mr. [PII], we will have to receive that POA that you have.
[CUSTOMER][NEUTRAL] Yes, uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I can give you an email address, yes, we need the power of attorney.
[CUSTOMER][NEUTRAL] Power of attorney, OK.
[AGENT][NEUTRAL] So I'm gonna give you an email address that you can send that to.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And you can include in that email what you're also needing as far as the cash value and how to surrender the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, and the email that you're gonna send all of that to Mr. [PII] is [PII], which is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again,
[CUSTOMER][NEUTRAL] Alright, now the 1st, 1st part was uh [PII], no, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, no, no. Care. Care. [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, see, [PII], OK, mhm, OK, all right.
[AGENT][NEUTRAL] Uh-huh. Yes.
[AGENT][NEUTRAL] So you can include, include the power of attorney and then you can also um explain what information you're needing and then once that power of attorney has been received and processed um by our legal department, then someone should be, you can request a call back with that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK good OK OK good alrighty.
[AGENT][NEUTRAL] That you're needing.
[AGENT][NEUTRAL] OK. All right. Well, is, is there anything else?
[CUSTOMER][NEUTRAL] OK, well, thank you. Are you in, are you in [PII] or?
[AGENT][NEUTRAL] Yes, sir. Well, I work, yes, sir. I work remotely, but yes, sir. I'm in the Bran I'm in [PII]. I live in [PII].
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Worker
[CUSTOMER][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] OK, all right. Well, before, um, in [PII], been back here about 3, but I retired from the Mississippi Baptist Convention, and, uh, so I worked there in [PII] about 22 years, yeah, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh yeah. Mhm.
[CUSTOMER][NEUTRAL] So yeah, OK, well good.
[AGENT][NEUTRAL] So, yes, sir, but
[AGENT][NEUTRAL] Anyway, so we kinda know where each other are.
[CUSTOMER][POSITIVE] Yeah, right, OK, good. OK, well I appreciate you taking my call, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you are certainly very welcome, Mr. [PII]. Is there anything else at the moment that I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, no, I think that's it, so I appreciate it. OK.
[AGENT][POSITIVE] OK, well then you're certainly very welcome and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Yes sir bye bye.