AccountId: 011433970860
ContactId: ee9b614e-e186-4b7f-9255-96c42a226974
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299390 ms
Total Talk Time (AGENT): 110583 ms
Total Talk Time (CUSTOMER): 139123 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/ee9b614e-e186-4b7f-9255-96c42a226974_20250214T16:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is. How may I help you?
[CUSTOMER][NEGATIVE] Oh, I'm, I'm having a very difficult time hearing you. I think the calls, uh, breaking up. Would you, would you repeat that please?
[AGENT][NEUTRAL] Yes, sir. My name is [PII]. I'm with APL.
[CUSTOMER][NEUTRAL] Oh, OK, got you that time. Hey, um, my name is [PII]. Yeah, yeah, uh, my name is [PII], and um I am calling on behalf of my mother [PII], that's [PII] uh.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] What, what we've got going on, mom is in, uh, an assisted living and, uh, I, I, I, I take, I'm a power of attorney and I, I go through and take care of her billing and I, and, and, and, and paying of uh such and checking accounts such as that, um, what I'm trying to figure out, um, she's got a monthly deduction coming out from American public insurance.
[CUSTOMER][NEUTRAL] And but she doesn't remember what this is or what this is for, and I'm trying to figure out what this is and what this is for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, [PII], I can help you with that. Um we can find out what kind of policy your mama has. What is, um, and you spell your mama's name, [PII]?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] That's SHE [PII]
[AGENT][NEUTRAL] OK, thank you. Do you happen to know her policy number?
[CUSTOMER][NEGATIVE] I do not and that's that's another problem, uh, she does not know where it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is her social security number and we can look her up that way.
[CUSTOMER][NEUTRAL] OK, the social security number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull her up real quick.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me keep looking.
[AGENT][NEUTRAL] OK, can you verify Ms. [PII]'s date of birth for me, please?
[CUSTOMER][NEUTRAL] Absolutely. It's [PII].
[AGENT][POSITIVE] OK, thank you, sir.
[AGENT][NEUTRAL] And have you sent in the paperwork to us um stating that you're the power of attorney?
[CUSTOMER][NEUTRAL] I have not. I have not. I can, I can email that to you if I need to.
[AGENT][NEUTRAL] Yes sir, can you please do that so that we can put you on the policy in that way.
[AGENT][NEUTRAL] We can discuss the policy with you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Absolutely. What, what, give me the email address and I'll get it coming your way.
[AGENT][NEUTRAL] OK, it is um [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is this all lower case?
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Yes, sir. Care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII] OK.
[CUSTOMER][NEUTRAL] Alright, I can do that and um and it just I need to call back this number or can I, can somebody respond to me when you get this or if I can I get it to you right now while I'm on the phone with you?
[AGENT][NEUTRAL] Well, I won't be able to see it. It'll go to a different department and then it'll take 3 to 7 business days to take care of the paperwork for it, um, now.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] I can't give you any information other than this is a cancer policy.
[CUSTOMER][NEUTRAL] That answers my question. OK, Can policy right.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yes, but please still send in the paperwork.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] The for power of attorney.
[CUSTOMER][NEUTRAL] You got it. OK, I'll get it coming your way. Uh, is there anything else that I, I need to put, uh, as far as the explanation or will it be self explanatory?
[AGENT][NEUTRAL] Uh, just put, um, that you're the power of attorney and put your address on there on the email so that we have all in your phone number so that we have all of your information.
[CUSTOMER][POSITIVE] OK alright will do alright thank you so much appreciate that.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a blessed um [PII] and thanks for calling APL.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you all right bye bye.
[AGENT][NEUTRAL] Bye bye.