AccountId: 011433970860
ContactId: ddff6913-8d4a-4da7-9b23-5f415aa9ea76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377429 ms
Total Talk Time (AGENT): 115223 ms
Total Talk Time (CUSTOMER): 259765 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ddff6913-8d4a-4da7-9b23-5f415aa9ea76_20250312T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I'm [PII] [PII]'s sister-in-law. My sister passed away. [PII] and [PII] passed away July, I mean [PII] at [PII] I'm trying to take care of some things for [PII] that, and the problem is, or not a problem, it's just that we're trying to figure out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What drafts is coming out of his checking account, and they have, he has a draft of American public insurance premium.
[CUSTOMER][NEUTRAL] For [PII], and it was
[CUSTOMER][NEUTRAL] [PII], $16.25. Can you tell me anything about that and what this insurance is for? Because he has no clue and I sure don't.
[AGENT][NEUTRAL] OK, what is your name, ma'am?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In my relation, yes, ma'am, and my relationship to [PII] is his sister-in-law.
[AGENT][NEUTRAL] And what's your relationship to the deceased?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Sister.
[AGENT][NEUTRAL] Sister, she's your sister, OK.
[AGENT][NEUTRAL] And do you have a do you have a policy number, [PII]?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] See, I don't know, I don't, I don't know anything about a policy number because I'm just seeing this draft out of his checking account and I am on his checking account, yes.
[AGENT][NEUTRAL] OK, spell the first and last name of the policy holder.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And was she on [PII]'s policy?
[CUSTOMER][NEUTRAL] [PII] was on.
[AGENT][NEUTRAL] Hobbies.
[CUSTOMER][NEUTRAL] [PII] did all, I don't know I don't know it's what I'm saying it's only has his name on the debit that the draft that comes out of his checking account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know what type of policy it is?
[CUSTOMER][NEUTRAL] No, I don't. That's the reason I give you. His birthday is [PII] if that will help you.
[AGENT][NEUTRAL] OK, we may only be, we may not be able to give you any information is why I'm asking the questions for security reasons, um, and do you know, yeah, we'll need to speak with the beneficiary if there is one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I'm just saying what can you tell me, is this a type of a health insurance? Can you tell me?
[AGENT][NEUTRAL] Uh, actually, if you're actually, we would need to speak with [PII].
[CUSTOMER][NEUTRAL] OK. I'm not at his house right now. I've just brought all this stuff out here to work on. I've been working on this for 6 weeks now, but
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEGATIVE] I just need, he wanted me what he's gonna do if this is not any kind of health insurance, anything that will benefit him, he's wanting to cancel all this because these numbers add up because they've been so she had so many insurances. We didn't know that they had all this insurance and before now, I've not.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm not a nosy sister, OK, but I have been helping take care. I've been taking care of her and him for two years since [PII] because she found broke her hip and all that. And but then [PII] had major issues on his arm that I had to take care of him, surgery, dressings, IV antibiotics that I did for him.
[AGENT][NEUTRAL] Oh, I understand.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I never wanted to get involved in their personal accounts even though [PII] kept on saying, [PII], you need to know this. I'm on all of their banking accounts, everything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, and I understand.
[CUSTOMER][NEUTRAL] I'm just not aware this in.
[AGENT][NEUTRAL] No, I'm not, I don't think you are, it's just a security thing. Now if [PII] gives us permission to speak with you, we can proceed um other than that, we'll, we'll need to, we can't disclose anything, um, and so when [PII] is available perhaps he can call us and you could be there with him.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we could, you know, kind of tackle it that way, but we'll need to get his permission since it's his policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, and it's $1625 a month and we need to address this where if there's not a need for this insurance, we can cancel it if you're saying.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] And that's the reason, that's the reason I asked you, could you tell me what type of policy?
[CUSTOMER][NEUTRAL] He has cause I can't.
[AGENT][NEUTRAL] No, ma'am. No.
[CUSTOMER][NEGATIVE] I can't, I can't find anything in the filing cabinet even and I'm the only one that's got a key to the filing cabinet. He doesn't even have a key.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So that's the reason I'm saying.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, I, I understand, I understand, but you know, like I said, it's a security thing and we wanna protect everybody's rights and privacy, um, and so we would need to speak with [PII] and like I said he can give us a call.
[CUSTOMER][NEUTRAL] OK, so I'm all set.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I'm also power of attorney too of him and I was of marrying as well, but um.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Because he is living, I understand because he's living and the policy is in his name, we would need to get permission from [PII].
[CUSTOMER][NEUTRAL] If that tells you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. Well, I will try to, I'll go back to his house and we'll try to call you back this afternoon, OK?
[AGENT][POSITIVE] OK. All righty.
[CUSTOMER][NEUTRAL] And you said your name was [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] All right. Mhm.
[CUSTOMER][NEUTRAL] OK bye bye.