AccountId: 011433970860
ContactId: f8339e86-fd2e-42b6-a73f-9f8bd5b710be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 677570 ms
Total Talk Time (AGENT): 275836 ms
Total Talk Time (CUSTOMER): 385137 ms
Interruptions: 6
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/f8339e86-fd2e-42b6-a73f-9f8bd5b710be_20250106T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to find out, we have been held out of our checking account $14.50 on a premium from [PII], and we need to find out some information about that policy, what kind it is, and if y'all can email it to us. She's here with me. Well, I'm her daughter-in-law, but she's right here with me.
[AGENT][NEUTRAL] OK, who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]. um.
[CUSTOMER][NEUTRAL] She's right here and I don't know.
[AGENT][NEUTRAL] I'll need to speak with the policy holder, please.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] She want to talk to you miss me.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Good afternoon. This is [PII] with American Public Life Insurance Company. Can I have your name, please?
[CUSTOMER][NEUTRAL] [PII], [PII]. Hey.
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK. Hi. Do you have your policy number?
[CUSTOMER][NEUTRAL] My what policy number. Wait just a minute. I don't know. We're trying to find.
[AGENT][NEUTRAL] Your policy number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can look it up by your name. What type of policy do you have?
[AGENT][NEUTRAL] Do you know?
[CUSTOMER][NEUTRAL] I don't know. I
[AGENT][NEUTRAL] OK, OK. What state do you live, [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your full mailing address?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Is it a [PII]?
[CUSTOMER][NEUTRAL] I'm in, uh, no, I'm in uh uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think I'm I'm gonna let you tell back with my daughter-in-law. She can take you more than I can. I, I just got her.
[AGENT][NEUTRAL] Well, I'll have to get your permission to speak with her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You have it, OK?
[AGENT][NEUTRAL] OK, so you need to give me her full name.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] And what information, [PII], can we disclose to [PII], your daughter, [PII]?
[CUSTOMER][NEUTRAL] Any, anything, anything, anything. That's her and my son take care of all my stuff, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] NetSuite. OK, so if you would like for us to send you a third party authorization, uh, complete that form, it gives us permission to, uh, speak with or disclose information you specify that we can give, give to whomever calls and that way we don't have to ask for your permission each call. Would you like one of those sent over to you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yeah, you can.
[AGENT][NEUTRAL] OK, before you get her on the phone, verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And do you have an email address on file?
[CUSTOMER][NEUTRAL] Uh, I don't know what the address. I'm in, uh, it's not assisted living, but it's, uh,
[CUSTOMER][NEUTRAL] I, ah.
[AGENT][NEUTRAL] OK, I don't show one on file so that's fine and, and so the phone number that we have on file, where can we reach you if we need it to?
[CUSTOMER][NEUTRAL] Uh, if you need to talk to me, uh, my phone number.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'll have to find it. I can, I can't remember nothing.
[AGENT][POSITIVE] No rush. No rush. You're OK.
[CUSTOMER][POSITIVE] And it for me [PII]. You know what it is? I think it's [PII]. I think that, that sounds right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Will I be speaking with [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] That's her full name. We, she just goes by [PII], but her, her whole name was [PII].
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] [PII], got it. OK, I can, I can speak with [PII]. Thank you, ma'am.
[CUSTOMER][POSITIVE] OK, thank you, [PII]. You have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, she said that we can, uh, get her in a third party, uh, authorization form. Do you have an email that we can send that to?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I did have two little of her cards that one says like policy number, uh, it's a couple of different policy numbers so I don't know if that's all of them or really what all she's paying for. I think.
[AGENT][NEUTRAL] Which one did give me what you have.
[CUSTOMER][NEUTRAL] I have 648287 and 648288.
[CUSTOMER][NEUTRAL] I don't know if this, if it's a.
[AGENT][NEUTRAL] Yeah, the 6 648287 is the active policy. The other one is no longer active.
[CUSTOMER][NEUTRAL] So the can, this is all just the cancer policy. It's not like the life insurance or anything like that.
[AGENT][NEUTRAL] Uh, the one ending in 287 is, is a life insurance policy.
[CUSTOMER][NEUTRAL] Oh, OK. And um how much, I guess we need a copy to get on me. What is she's trying to get on Medicaid and we, they haven't to have a copy of anything held out of our checking account or anything like that. So I guess we need a copy of that policy to give them.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And it's probably not been updated in a long time, I'm guessing.
[AGENT][NEUTRAL] Give me one.
[AGENT][NEUTRAL] Yeah, the policy hasn't changed. Give me a moment.
[CUSTOMER][NEUTRAL] Yeah, the beneficiary or anything.
[AGENT][NEUTRAL] Who is the beneficiary, do you know?
[CUSTOMER][NEUTRAL] Well, that's what I'm saying. It's probably been a while. It should be her son, [PII]. She's only got one surviving child, that's [PII].
[AGENT][NEUTRAL] OK, so now you're requesting a copy of the policy certificate?
[CUSTOMER][NEUTRAL] Correct, uh-huh, so we'll know what, what it is and how much is on who the beneficiaries is or if you can send us some beneficiary change forms if it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like her husband has been gone since.
[CUSTOMER][NEUTRAL] Mr. [PII]'s been gone for almost 20 years.
[AGENT][NEUTRAL] So what we'll do is send a beneficiary form and she can indicate who she would like as the beneficiary uh she would need to complete and sign the form and date it as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can.
[AGENT][NEUTRAL] She would have to sign it and date it.
[CUSTOMER][NEUTRAL] OK, right now I think they just need a copy of the policy or whatever it is they have to have.
[AGENT][NEUTRAL] Yeah, we'll request so who's requesting a copy of the policy?
[CUSTOMER][NEUTRAL] Medicaid.
[AGENT][NEUTRAL] Medicaid.
[CUSTOMER][NEUTRAL] We're trying to get on Medicaid and they, they've got a form you fill out it says they got to have copies of all insurances.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] And she needs a copy for herself too, I mean.
[AGENT][NEUTRAL] Yes, mhm, so we will request the policy, um, allow at least 7 to 10 business days, um, she did not verify her address, so what's the address of record?
[CUSTOMER][NEUTRAL] Well, it could be a couple of different things because our, ours is [PII]. And years ago, she used to live on [PII], but she's been in assisted living.
[AGENT][NEUTRAL] This is a PO box number.
[CUSTOMER][NEUTRAL] Oh, a PO box, yeah, let me find that um.
[CUSTOMER][NEGATIVE] I wish I could think of the top of my head because we've now canceled that, that.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, Ms. [PII].
[CUSTOMER][NEUTRAL] Cancel the PO box and everything's coming to our house now.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Call [PII] and get that PO box number right quick, Miss [PII].
[CUSTOMER][NEUTRAL] You don't mind? Let me call my husband and get it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't have any of her paperwork.
[AGENT][NEUTRAL] And then we'll need to get her permission to um send the authorization form to.
[CUSTOMER][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Whichever address she prefers.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She needs to know what address she wants stuff sent to. Just give her the uh the one. She needs to know what address she wants stuff sent to. Just give. OK.
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You want the address uh for [PII] and [PII]?
[AGENT][NEUTRAL] Well, we need an address to to um or actually she gave me the email address to send uh but as far as the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, uh.
[AGENT][NEUTRAL] We need to know the correct address to send the policy.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Harry Kane Lake.
[CUSTOMER][NEUTRAL] Drive southwest.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What was her own that this male who may have been going to the other PO box.
[AGENT][NEUTRAL] OK, can I repeat that back to you to make sure I've written it down correctly?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So, I have [PII], that's [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] is one word.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then the zip code I have is [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and she gave me an email address [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm, I don't know that now.
[AGENT][NEUTRAL] But is it OK if I send it to, it looks like it's her email? OK, OK, I can speak back with [PII] now the beneficiary form, she requested a copy of the beneficiary form.
[CUSTOMER][NEUTRAL] He he
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I'll let you talk with her.
[AGENT][NEUTRAL] OK, is it OK to send one to that email?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That PO box that her most recent one was [PII] or the [PII] 39603, but like I said, we just canceled that and everything's going to [PII] now.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me pull up the beneficiary form and then I'll request a copy of the policy and have request that they get it mailed to the address that she just gave.
[CUSTOMER][NEUTRAL] And how much is the policy? Can you tell or not?
[AGENT][NEUTRAL] The amount that you gave earlier.
[CUSTOMER][NEUTRAL] What now?
[AGENT][NEUTRAL] 1450, that's $14.50? Oh, you mean the benefit? OK, not the premium, but the benefit, OK.
[CUSTOMER][NEUTRAL] Yeah, that's how much hell that, yeah, yeah.
[CUSTOMER][NEUTRAL] Right, right, I'm sorry, I'm sorry. Yeah, I had that amount on my reasons.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Did you have those in here, Miss [PII]? Do you have those in here.
[CUSTOMER][NEUTRAL] Cause I might can just tell them and that we're waiting on it.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEGATIVE] Hold on a second. I don't believe this is not a life policy. This is a cancer policy. My apologies.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] They may not need it if it's that kind of policy then, OK.
[AGENT][NEGATIVE] They don't. Yeah, this is a cancer and specified disease policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But we won't need a copy of it. I mean, we'll need a copy of it, I mean, not to take to them so I can go ahead and tell them she didn't have one with that if I ask what that is.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] OK, and so then, so that then you will not need a uh beneficiary form.
[CUSTOMER][NEUTRAL] Well, I guess not. That wouldn't apply for that cancer, would it? I mean, you're right. Yeah. I mean, I guess, I mean, I don't know how that works. I know it's different. I think they just need the life insurance stuff, but we'll go ahead, but if you don't mind mailing it that way, she'll have it if anything ever comes up, but.
[AGENT][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, copy of the cancer policy. OK.
[CUSTOMER][NEUTRAL] Because she don't have a lot, I guess there.
[AGENT][NEUTRAL] OK, and any other questions I can answer today?
[CUSTOMER][POSITIVE] No, ma'am, that will be all. Thank you.
[AGENT][POSITIVE] All right. You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] OK thanks you too bye bye.