AccountId: 011433970860
ContactId: 14d1d519-cb73-4a63-8ab1-10f6b05c92a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197619 ms
Total Talk Time (AGENT): 101687 ms
Total Talk Time (CUSTOMER): 70974 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/14d1d519-cb73-4a63-8ab1-10f6b05c92a3_20250121T22:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I have a quick question. So my mom applied for her short-term disability, and it was denied, um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And we don't understand why. And to complicate this issue is my mom actually passed away on the [PII] of this month as well. Um,
[AGENT][NEUTRAL] Oh, so sorry.
[CUSTOMER][NEUTRAL] It's OK. I'm, I'm just.
[CUSTOMER][NEUTRAL] We're trying to get all of her affairs in order and her job was like, well, she has a beneficiary on it.
[CUSTOMER][NEUTRAL] Um, for the short term. I'm just trying to find out, does my sister need to do the short-term stuff, and if she had, um, loss of life.
[CUSTOMER][NEUTRAL] I don't really know because we never really.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Discuss this.
[AGENT][NEUTRAL] OK, um, let's look. Do you have by chance any policy information, like a number, anything like that?
[CUSTOMER][NEUTRAL] Yes, it is 184.
[CUSTOMER][NEUTRAL] 8493
[AGENT][NEUTRAL] OK, let me pull this up and take a look here.
[AGENT][NEUTRAL] OK, and then let's see. What is your first and last name?
[CUSTOMER][NEUTRAL] Mine is [PII]. My mom was [PII] and my sister is [PII].
[AGENT][NEUTRAL] OK. Yeah, so it looks like your sister [PII] is listed on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But she
[CUSTOMER][NEUTRAL] Need to call
[AGENT][NEUTRAL] Yeah, so to disclose any information she would definitely need to call about the policy um if there was anything as far as like a claim outstanding um and a denial we can definitely go over that with her as far as just finishing that out because it's still, you know, during that time frame would still be payable, um, you know, um, and so yeah it looks like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she had this, and then there was also a cancer policy. Um,
[AGENT][NEUTRAL] That it looks like was active with us so if she can call since she's listed as the beneficiary, you know, the first point of contact, um, and we can go over that and then we can also cancel all this out so there's no more premium and stuff being taken obviously also.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, perfect so I will give her.
[CUSTOMER][NEUTRAL] This information and she'll go ahead and give you guys a call.
[AGENT][POSITIVE] Yeah, absolutely, and that number you gave me was the good is a good number for her disability policy so she has that we can we can pull the other policy um just if she has that number, no worries.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK OK perfect I'll give that to her as well.
[AGENT][POSITIVE] All right, [PII], sounds good.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.