AccountId: 011433970860
ContactId: 123b1015-b692-466a-80aa-d6c7bd653b9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221600 ms
Total Talk Time (AGENT): 74467 ms
Total Talk Time (CUSTOMER): 124249 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/123b1015-b692-466a-80aa-d6c7bd653b9b_20250127T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], a flight with American. I think I have some kind of short term policy in my union with you guys. Short term disability, and I need to figure out, see how to file a claim, please.
[AGENT][NEUTRAL] OK. Do you by chance have any sort of policy number, anything like that?
[CUSTOMER][NEUTRAL] No, what, what, what would you need other than that?
[AGENT][NEUTRAL] Uh, we can do a search by name or social, um, either one, whichever you prefer to give me.
[CUSTOMER][NEUTRAL] Your mother is
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you so much let me.
[AGENT][NEUTRAL] Take a look.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] You have been caught. You want us to walk into a police station in broad daylight. There is a chance. Candles and Stanbury still believe you are dead but you. Perhaps you could put sheet over your head.
[CUSTOMER][POSITIVE] I can enjoy this.
[AGENT][NEUTRAL] And if I could just verify again please your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you [PII]. OK, so.
[CUSTOMER][NEUTRAL] You need to start behaving yourself and get yourself home, otherwise I have no choice but to take you in.
[CUSTOMER][POSITIVE] What are you doing? Get this one. What are you doing? Nothing for you to worry about, sir. This one's had more than he can handle it all. I'll put him in the cell, just leave it off, and I'll, uh, I'll deal with him when he's sobered up.
[AGENT][NEUTRAL] All right, [PII], thank you so much for your patience. So actually, um, American Airlines, this group, you guys terminated with our um company back in September. So we don't have any active policies for this group. Um, I can transfer you to Fidelity. I believe that's who you guys go through.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you wanna write down the phone number that I have here just in case?
[CUSTOMER][NEUTRAL] Hold on, hold on 1 2nd.
[AGENT][NEUTRAL] That phone number is [PII].
[CUSTOMER][NEUTRAL] I, I, I gotta get it in my notes, please. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Uh there will be a christening.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mrs. [PII] from the church to the present.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it's it's [PII].
[AGENT][POSITIVE] Yes ma'am, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can transfer you over to them, but I believe they're the group that you'll talk to um just about any who your group has for short term disability now.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Alright, thank you. You are on hold.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][POSITIVE] Thank you for calling customer service.