AccountId: 011433970860
ContactId: fa0d6bc0-d435-41a9-868d-4c5cd31c2afe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350559 ms
Total Talk Time (AGENT): 157103 ms
Total Talk Time (CUSTOMER): 160457 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/fa0d6bc0-d435-41a9-868d-4c5cd31c2afe_20250128T21:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII] with whom am I speaking to? How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I had called a few minutes ago. It's in reference to a policy my mother has, but I didn't have her social, so I had to hang up and call and get that. We had to put her in a nursing home because they've been paying around the clock sitters for over 1 year and that was over $100,000 so we had no choice but to have to put her in the nursing home last week.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And the financial advisor is filing for Medicaid, but we were just gonna skip this American public insurance. Uh, she said she thought it was a cancer policy. It's $140.25 a month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But anyway, they had to have her social cause they couldn't find it, the policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What's, what's, uh, your name is [PII]. Is that what you said?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am. This is for my mother.
[AGENT][NEUTRAL] And what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you one moment and let me get to so I can assist you with trying to locate that policy and then I'll get you to customer service. What's the social, your mother's social?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And what is your mother's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] And she's not sure if she took, she's not sure if she took this out after my daddy died or before she remarried. It could have originally been under [PII].
[AGENT][NEUTRAL] Just allow me one moment.
[CUSTOMER][NEUTRAL] I feel like it's under [PII]. I feel like it's under [PII] because that's the bank account.
[AGENT][NEUTRAL] It's gonna, I, I, I, I think I have it, ma'am. I just have to have a moment to gather the information to pull the policy. Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Verify your mother's date of birth and her mailing address.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII]. The mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII] physical address is [PII].
[AGENT][NEUTRAL] OK, alright, so let me get you over to customer service, uh, for them to further assist you with this, OK? And then they'll give you the policy number, OK?
[CUSTOMER][NEUTRAL] OK. Is it a
[CUSTOMER][NEUTRAL] Is it, is it a cancer policy?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And it's $140.23.
[CUSTOMER][NEUTRAL] OK, what the, the financial advisors need to know if there's a cash value. I didn't know a cancer policy would have a cash value.
[AGENT][NEUTRAL] Ma'am, customer service, customer service would be the ones to assist you with that information, OK? Do you have any claims questions? That's what I can help you with, but anything regarding cancellation of the policy, the premium, and if it's, it's a cash back, that's customer service.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] No, no, ma'am.
[AGENT][NEUTRAL] So no other claims questions? OK, so let me get you to customer service and I'm gonna give you that policy number is 756.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 36.
[CUSTOMER][NEUTRAL] 75636
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're welcome. Hold on the line for me, Miss [PII], one moment. And thank you for calling ATL. You have a good day. Hold on.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. I have a Ms. [PII] on the line. Uh, she is the daughter of the insured [PII] up on policy number 756.
[AGENT][NEUTRAL] 36
[AGENT][NEUTRAL] Now I see in the notes she spoke to [PII] earlier today and [PII] told her we need the power of attorney papers, but she's calling back saying that we couldn't find the policy and we needed her mother's social.
[AGENT][NEUTRAL] And she's wanting to know if this policy has cash value.
[CUSTOMER][NEUTRAL] Uh, is the insured still alive?
[AGENT][NEUTRAL] Yeah she says she's in a nurse at home mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it's her daughter [PII] on the phone.
[CUSTOMER][NEUTRAL] Yeah, that's a cancer policy, yeah.
[AGENT][NEUTRAL] Mhm. But those don't build cash value, do they?
[CUSTOMER][NEUTRAL] I will let her know.
[CUSTOMER][NEUTRAL] No, uh uh, only a whole lot like this, but I'll let her know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right. Here she comes. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Ms. [PII], I have Miss [PII] on the line. She's gonna further assist you, but I do see in the notes where you spoke to a representative earlier as you stated, and you still need to make sure you get those power of attorney papers over to us, OK?
[CUSTOMER][NEUTRAL] That you.
[CUSTOMER][NEUTRAL] Oh, OK, they told me that.
[AGENT][NEUTRAL] But Ms. [PII]'s.
[CUSTOMER][NEUTRAL] That they can fax it to y'all. Oh, the financial advisor said that they can uh fax it over to you.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, all right. Well, Ms. [PII] is gonna assist you with your question about cash value, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh-huh. Have a great day. Take care.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Good afternoon Miss.