AccountId: 011433970860
ContactId: f5af5123-5329-486d-bd00-71185b22b1bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350369 ms
Total Talk Time (AGENT): 141076 ms
Total Talk Time (CUSTOMER): 200828 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/f5af5123-5329-486d-bd00-71185b22b1bf_20250121T22:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] A hey, um, I'm sorry, um, I was given this phone number to, from my, uh, my siblings. Um, this is, is this for like a payout or do y'all deal deal with anything short term disability policies and all that?
[AGENT][POSITIVE] Yes, we do.
[CUSTOMER][NEUTRAL] OK. I'm sorry. I just wanna make sure I have the right before I waste anybody's time. Yes, so, uh, my name is [PII]. I'm calling on behalf of my mother. Um,
[CUSTOMER][NEUTRAL] She passed away on [PII].
[CUSTOMER][NEUTRAL] And um I guess that she is, I don't know, my siblings told me to call because apparently I'm, it's still active and I'm the beneficiary of all that. I'm not sure if I'm, if I'm tracking right. um I can give you the policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. It's gonna be 10, sorry, go ahead.
[AGENT][NEUTRAL] Please
[AGENT][NEUTRAL] That, no, that's OK. Go ahead.
[CUSTOMER][NEUTRAL] OK. Uh, it's gonna be 184.
[CUSTOMER][NEUTRAL] 8493.
[AGENT][NEUTRAL] Thank you. And then what, Ms. [PII], what is your callback number in case our phone call gets disconnected?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right, let me pull in that policy real quick.
[AGENT][NEUTRAL] OK, and what is your mama's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and your momma's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that information for me. Um, do you know the physical address that's on the policy?
[CUSTOMER][NEUTRAL] Yes, it, it would, it should be uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying the information for me.
[AGENT][NEUTRAL] OK, so in order for us to do anything with the policy,
[AGENT][NEUTRAL] At first, we're going to need to get um Ms. [PII]'s death certificate.
[CUSTOMER][NEUTRAL] OK, that makes sense, yeah.
[AGENT][NEUTRAL] And uh yes, ma'am, and I'm so sorry to hear about your mama. um, but we're here, we'll help you all that we can as far as getting um her policies um figured out for you. Um, let me give you the email address where you need to send the death certificate to. You don't have to send in a hard copy. It can be by email.
[CUSTOMER][POSITIVE] OK, got you. OK, I'm ready whenever you are.
[AGENT][NEUTRAL] OK, that's going to be [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Excuse me, so that's [PII].
[AGENT][NEUTRAL] Yes ma'am, that's correct. So if you can send that in, we can start the process of um getting the policy lapsed and anything that needs to go out um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As far as reimbursement or.
[CUSTOMER][NEUTRAL] Can go out yeah.
[CUSTOMER][NEUTRAL] Got you, OK, um.
[CUSTOMER][NEUTRAL] I will be, I should be sending that in um sometime this week we are um.
[CUSTOMER][NEUTRAL] Going to go, uh, take care of her final arrangements like, uh, well, she's being cremated, so at that point, we should have the um death certificate by then, um, by like Thursday or Friday. So regardless, uh, sometime this, this week I will have that, um, I will have that sent in to y'all. And thank you for your condolences. um, yeah, it was a.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][MIXED] Very untimely, but honestly, um, she wasn't in good shape at all. Um, and so, yeah, very bad shape. So honestly, I'm just, I'm grateful for the merciful act of [PII] because it was not, she wasn't doing good at all. And um it was just really bad seeing her that way. So, you know, um, yeah, so she's a
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But, but she's with Jesus now. So that's, that's, she's where we're all trying to get to one day, you know.
[CUSTOMER][NEUTRAL] Amen.
[CUSTOMER][POSITIVE] Amen. Amen. Trust me, I'm, I'm like, Lord, take me now. I'm ready. Like, well, let's go. Like I'm young but this world is ratchet, like I'm ready to go. So, amen. Amen. Amen. Um, yeah, so, um she made heaven her home, so I, she trusted in Jesus for all that, so I
[AGENT][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, I, I feel you.
[CUSTOMER][POSITIVE] I'm, I'm walking the same path, so I, I just can't wait to see my heavenly Father and, and be reunited. She's reunited with her mom and her dad. Um, I do feel bad because my uncle, which is her brother, is the last surviving, you know, of that poor circle. So I, he's, he's really feeling it right now, so I'm just keeping him in my prayers and
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Bless his heart.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, well, but, um, yeah, so, um, I will, uh, I will send all that stuff in and I will be in uh whatever contact I need to be in, um, in future.
[AGENT][POSITIVE] Definitely.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Well, like I said, if you need help with anything, just pick up the phone and we're here to help you all we can. OK, Miss [PII]?
[CUSTOMER][POSITIVE] Not a problem. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome and you have a blessed rest of your day. Thanks for calling AP. All right. Bye-bye, Miss [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.