AccountId: 011433970860
ContactId: ebbbe499-a2e5-45df-b547-6d8a093983e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199960 ms
Total Talk Time (AGENT): 73841 ms
Total Talk Time (CUSTOMER): 97032 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/ebbbe499-a2e5-45df-b547-6d8a093983e2_20250318T19:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII]. Uh, my dad, [PII] has a, uh, life insurance policy with you.
[CUSTOMER][NEUTRAL] Um, I am his power of attorney, but I'm also his, uh, conservator over the estate.
[CUSTOMER][POSITIVE] And we are wanting to get his life insurance cashed in because we need those funds to put him in assisted living right now. How do we go about getting that done?
[AGENT][NEUTRAL] OK. Um, do you have his policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Let me find it is 141511.
[AGENT][NEUTRAL] OK, thank you. Hold on just a moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and can you verify his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And his address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And can I get a good call back number for you just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] And you're wanting to cash in the the policy, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can get the the forms needed, um, to cash that in mailed uh to his address, um, but you'll just have to get them signed and notarized and mail them back to us and we can get that taken care of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, excellent, perfect.
[AGENT][NEUTRAL] OK. Is there anything else that I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, could you let me know what the um cash value of that is? I'm tracking it somewhere around $3500 but I wanted to know if there was an exact amount if you need to.
[AGENT][NEUTRAL] OK, um, I would have to figure that out. I would also need a copy of the power of attorney papers before I could give you that information.
[CUSTOMER][NEUTRAL] OK, yeah I can OK I can email you that power of attorney paperwork here when we get off the phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Um, my, my email is [PII].
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] So we just need to wait for you to email us the, I mean to mail us the packet to his address so we can have that signed and notarized, correct?
[AGENT][NEUTRAL] Yes, uh.
[CUSTOMER][NEUTRAL] And then and then we send that back to you.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, and then in the meantime I'll email you my power of attorney and uh guardianship paperwork.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] All right thank you thank you much appreciate your time.
[AGENT][NEUTRAL] You haven't
[AGENT][POSITIVE] Alright, thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mhm bye.