AccountId: 011433970860
ContactId: f401514a-64b8-447e-a92d-2a87641b3bfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329660 ms
Total Talk Time (AGENT): 121407 ms
Total Talk Time (CUSTOMER): 160135 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/f401514a-64b8-447e-a92d-2a87641b3bfe_20250318T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm calling because I'm the power of attorney of someone, um, uh, not a [PII]. [PII] just expired. His sister called and talked to y'all, and y'all said that they needed the death certificate, which we don't have yet, and the power of attorney, which is what I have. Can I fax it to you by any chance?
[AGENT][NEUTRAL] Yes, ma'am. You can fax it or you can email it either way.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I'll put, I'll put, um, I usually go to the library and do that, so I'll see whatever they wanna do. OK. Could I have the fax number just in case? OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Let me give that to you. Um, it is.
[AGENT][NEUTRAL] 1877.
[CUSTOMER][NEUTRAL] Wait 18?
[AGENT][NEUTRAL] 8
[CUSTOMER][NEUTRAL] Wait, start over.
[AGENT][NEUTRAL] 1877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 80
[CUSTOMER][NEUTRAL] Oh, OK, the one I, I got it, OK.
[AGENT][NEUTRAL] 807.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0911.
[CUSTOMER][NEUTRAL] OK, and what would the email be?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am, you've got it.
[CUSTOMER][NEUTRAL] OK, OK, and when I give it put up put if I do the um.
[CUSTOMER][NEUTRAL] Facts, but I put attention to somebody.
[AGENT][NEUTRAL] Um, you can just, uh, say attention customer service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Service, OK, do I, do you know anything else I need to do, uh, uh, other than that.
[AGENT][NEUTRAL] No ma'am um if you're sending by email you just need a little note as to what you're you're needing that you're sending in the death certificate and you're sending in the power of attorney to be applied towards what's the policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I've got a bill here is it?
[CUSTOMER][NEUTRAL] Anywhere on the bill.
[CUSTOMER][NEUTRAL] Yeah, policy number, OK.
[AGENT][NEUTRAL] It may say yes, OK.
[CUSTOMER][NEUTRAL] 0064
[CUSTOMER][NEUTRAL] 9684
[AGENT][NEUTRAL] OK, let me look that up because I wanna put a note on the policy not also that you called today and that you are going to be sending that in and um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, and what is the insured's name?
[CUSTOMER][NEUTRAL] [PII], and his uh surviving spouse is [PII].
[AGENT][POSITIVE] OK, thank you, ma'am.
[CUSTOMER][NEUTRAL] [PII] was [PII].
[AGENT][NEUTRAL] OK, I'm gonna put a note.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Pass him and his spouse is [PII] and she's in a group home, so we're just trying to
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] To get all these uh papers lined up.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Yeah, we were gonna cancel this because we don't need it anymore but um should I put a note that.
[AGENT][NEUTRAL] Yes, ma'am. I understand.
[CUSTOMER][NEGATIVE] They're canceling it.
[AGENT][NEUTRAL] Yes, you could put a note on that you would like to cancel the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to get it all together, so, OK, anything else?
[CUSTOMER][NEUTRAL] Did, did you find it?
[AGENT][NEUTRAL] No, ma'am. I believe that.
[AGENT][NEUTRAL] Yes I did and I'm adding a note in now that you called today and can I please get your name?
[CUSTOMER][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII], but it's very easy. [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] You did make it simple.
[AGENT][NEUTRAL] OK, so I'm putting a note in here.
[CUSTOMER][NEUTRAL] Yeah, it's.
[CUSTOMER][POSITIVE] OK. Thank you so much. I'll, I'll probably, um, his sister, [PII]'s sister actually is waiting on the death certificates, but I may go ahead and go up to the library and
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, fax this or email it to y'all today, is that OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can, but there's nothing that they'll be able to do with it until they get the death certificate.
[CUSTOMER][POSITIVE] Right, that's OK, but you'll have it. That, that's the only thing. OK. All righty then, thank you so much. OK, bye-bye.
[AGENT][NEUTRAL] OK, just so you know that. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I'm glad I was able to.