AccountId: 011433970860
ContactId: e3e50e62-bd9c-48f2-a7b0-f6ebacf525b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 553520 ms
Total Talk Time (AGENT): 246064 ms
Total Talk Time (CUSTOMER): 252527 ms
Interruptions: 4
Overall Sentiment: AGENT=2.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/e3e50e62-bd9c-48f2-a7b0-f6ebacf525b1_20250131T22:38_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I am calling regarding a policy for my aunt. Um, we have been changing some banking information and I think her premiums have been paid out of an account that we need to update.
[AGENT][POSITIVE] OK, yeah, I can definitely take a look at that for you. And do you have that policy number handy?
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] I do, it's 103.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1847
[AGENT][NEUTRAL] 1031847. Did I hear that right?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And just want to make sure I have the right account pulled up. Um, who is the insured on file for it?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] 1031847
[CUSTOMER][NEUTRAL] [PII]. Yes ma'am.
[AGENT][NEUTRAL] OK, hold on one second. I just didn't have it come up under that, but let me try something else real fast.
[CUSTOMER][NEUTRAL] Um, try, um, [PII].
[AGENT][NEUTRAL] I, I did find it, it, um.
[CUSTOMER][POSITIVE] She, she was very light.
[AGENT][NEUTRAL] When we updated our system, some of our policy numbers got updated, um, and I was able to search it under the old system, so it, I'm sorry, that's really confusing, but I did find it. Give me just one second.
[CUSTOMER][NEUTRAL] Uh, got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, good.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let's see, so I do see that here and
[AGENT][NEUTRAL] All right. And may I have your name as well, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] perfect. And Miss [PII], so I do see this account unfortunately though, because you're not on it, I would need to speak to Ms. [PII] just to get authorization um for you to make any changes on the policy.
[CUSTOMER][NEUTRAL] Even to just pay the bill?
[AGENT][POSITIVE] Yes, I'm so sorry.
[CUSTOMER][NEUTRAL] She's, she's in a nursing home right now.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] And OK.
[CUSTOMER][NEUTRAL] I have power of attorney if that.
[AGENT][NEUTRAL] We could
[CUSTOMER][NEUTRAL] And I've called before, I think, but OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, hold on one second, let me see if they have your power of attorney on file, and if they do, I can use that, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm just waiting for it to load. I'm sorry, it takes a little bit, but.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, so unfortunately I don't see that power of attorney on file, but if that's something you can send to us, we can have this updated so that way you can make changes to the account.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, OK, um, who would I need to, would I need to mail it in or could I email it?
[AGENT][NEUTRAL] I'm pretty sure you can email it. Let me just double check and then I'll give you that email, OK? Oh, and yes, you can email that to us. Um, it would be to [PII]
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] But I am [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. I will get.
[AGENT][NEUTRAL] When you send that email, you should get an email back that will say like, hey, we received your email um and then give us typically I would say.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] 48 to 72 hours to get it all put into the system and then upload it online and I, I mean 24 hours is what I'm hopeful but 72 just in case and then um give us a call back and let us know that you wanna make those changes and that you have your power of attorney on file and they'll do the same thing they'll pull it up and and then they'll be able to help you out there.
[CUSTOMER][NEUTRAL] 72 hours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It was her children.
[CUSTOMER][NEUTRAL] OK, now do I just need to send like the first page of the power of attorney or do you need all the pages or just where it lists me?
[CUSTOMER][NEUTRAL] Like, do you know?
[AGENT][POSITIVE] I would send just I I don't want to steer you wrong. I would say if you, I would send everything and just let them decide what they need um just because they keep it on file in case it's, you know, needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I, I do know that the premium that it we're in the, she's in the nursing home and we're trying to get her finances all.
[CUSTOMER][NEUTRAL] So I do know that it came out of a bank account that does not have any money in it right now and so I'm pretty sure it's gonna be returned, um.
[CUSTOMER][NEUTRAL] So I need to know what I need to do, like.
[AGENT][NEUTRAL] OK, yes, so what I can do is I can put in a note that you're working on getting us that power of attorney. You're going to update the banking information that we intend to keep the policy, and if that gets kicked back and returned, which it likely will, they're going to go into the notes and they'll see that you called and that we're working on handling this. And even if like the policy laps, like there's a grace period between like a policy lapsing and being able to get things repaid and caught up. So, um, it's not, we won't just.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] OK, OK, yeah.
[AGENT][POSITIVE] You know what I mean? So we'll do our best to take care of you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Because I can move some money into the account, but it'll be Monday before it shows up. So it's, it's crazy the way this bank.
[AGENT][NEUTRAL] Oh, I understand that. No.
[CUSTOMER][POSITIVE] Yeah, OK, so I don't, I don't have to stress about it right now then, OK.
[AGENT][POSITIVE] No worries there. I think it.
[AGENT][POSITIVE] No, I think the best bet instead of trying to move money around is just to do this process and get it put into the right account so in the future it's all taken care of.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, thank you so much. I'm gonna send this email right now and I hope.
[AGENT][NEUTRAL] Hey
[AGENT][POSITIVE] My pleasure and then if you don't get it, got you[PII] receipt and like like one of those emails that say like hey we got your email um call us back to help us so we can double check that we received it for you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, all right, thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you for calling us and I, we look forward to taking care of you soon.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, can you tell me one thing though? Is this like um a life insurance policy or accident? because she has all kinds of different insurances and there was one I know she wanted to, that was like a, she was a missionary for 25 years and one of them is like a um.
[CUSTOMER][NEUTRAL] Like if she was riding a bus, um, accidental, an accident, public transportation or something, then.
[CUSTOMER][NEUTRAL] Uh, but she wouldn't need that anymore. But I don't know which one it is. I don't know which company it was.
[AGENT][NEUTRAL] Um, so I can't necessarily tell you what policy she has, but I can tell you it's not an accident policy.
[CUSTOMER][NEUTRAL] OK, alright, no, I'm looking, no, I, I don't know which one I'm looking at, but she has so many, no, this is, it has a, um.
[CUSTOMER][NEUTRAL] According to this, it has an accidental death benefit that is a rider.
[CUSTOMER][NEUTRAL] But I'm hoping that she.
[CUSTOMER][NEUTRAL] No, it will expire. Never mind, it expired when she was [PII]. OK, good. I'm reading that now because she, she was very meticulous about keeping all the notes, but.
[AGENT][POSITIVE] That is so, that's perfect. I think that.
[CUSTOMER][NEUTRAL] Yeah, I mean like I have I I even have the new policy number.
[AGENT][NEUTRAL] What I aspire to be.
[AGENT][POSITIVE] Oh, perfect.
[CUSTOMER][NEUTRAL] The new policy is 152334.
[AGENT][NEUTRAL] Mhm. Yeah, that's it.
[CUSTOMER][NEUTRAL] Yeah, it was on another piece of paper. I need to redo this little notebook so that I can find it. She has it all stapled together in a little folder.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] So I'm so glad.
[AGENT][POSITIVE] I'd recommend when you send that email, use that new policy number for them too, and that'll help them identify it real quick. You betcha.
[CUSTOMER][NEUTRAL] Use the new policy.
[CUSTOMER][POSITIVE] OK, OK, alright, thank you so much for all your help, thank you.
[AGENT][POSITIVE] Hey, it's my pleasure, Ms. [PII], and you take care and we look forward to taking care of you soon, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] My pleasure. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.