AccountId: 011433970860
ContactId: 274e3ac8-0c86-4046-a9be-2aaf6a30da49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268700 ms
Total Talk Time (AGENT): 104285 ms
Total Talk Time (CUSTOMER): 125000 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/274e3ac8-0c86-4046-a9be-2aaf6a30da49_20250131T14:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm trying to determine if I have an active policy with you or not. I'm just going through some old documents and I'm a little confused with work, um.
[CUSTOMER][NEGATIVE] I tried to do to create an account online but it says to call in because they weren't able to find it but my last name sometimes can be a little bit.
[CUSTOMER][POSITIVE] Interesting and systems.
[AGENT][NEUTRAL] OK, um, [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] Yeah, so it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you by chance have a policy number that you could have had with us?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, yeah, can you hear me, [PII]?
[CUSTOMER][NEUTRAL] Right there, OK, yeah, I had to put my earpods in because I was having trouble hearing you on my phone um I just have some documents in front of me but it's just the print out from.
[CUSTOMER][NEUTRAL] Uh, the group accident insurance and critical illness, etc. but I don't see anything on here, so let me see if I can find your acknowledgement.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, um, [PII], can I get your social and we'll try to look it up that way.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK, let's see, um, [PII], what is your mailing address?
[CUSTOMER][NEUTRAL] If you have the one that's current, it's [PII] and that's in [PII].
[AGENT][NEUTRAL] Um, do you by chance know a previous one maybe?
[CUSTOMER][NEUTRAL] Uh, do you have [PII], or do you, I'm just trying, OK, so it's [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what about your date of birth and email address maybe?
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. What about
[CUSTOMER][NEUTRAL] And then email address go ahead so you're not finding any of that?
[AGENT][NEUTRAL] Go ahead, go ahead.
[AGENT][NEUTRAL] Yeah, let's try and let's see your about your email address. Let's see.
[CUSTOMER][NEUTRAL] OK, I have a [PII], or it could be [PII], or it could be my American Airlines one depends on how the company center.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] It's gonna be your first one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, oh Jesus, um, let's see, OK, so you said you wanted to see if you had any active policies with us, so let's see what we have.
[AGENT][NEUTRAL] Mm, give me just a second.
[CUSTOMER][NEUTRAL] Because, oh no problem. Our employer changes constantly with who provides these coverages every year, so that's why.
[CUSTOMER][NEGATIVE] It's hard to keep up with.
[AGENT][NEUTRAL] No, I get that, um, but so that's gonna be the reason, OK, so once the policy terms you can no longer pro um access the online portal.
[AGENT][NEUTRAL] So it had nothing to do with your last name. Um, unfortunately it looks like your accident policy, your critical illness, and your hospital indemnity policy. So you have three policies that looks like they all termed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wonder why
[AGENT][NEUTRAL] Um, you said you were with American Airlines?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think they did go with a different company um around that time last year. I'm not sure who they went with you would have to reach out with your human resources department and they would be able to tell you who they went with.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] No problem, but this is why these things get so confusing. OK, but it's, but what we've determined in this phone call is that there's no coverage.
[AGENT][NEUTRAL] Yeah, it looks like you were active with us 8122 and then at term 9124.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Alright, alright, no problem. I, I'll do some more digging. I appreciate your help today.
[AGENT][NEUTRAL] Yes sir, is there anything else I can take a look at for you?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] OK, yes sir, well thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Alright bye bye.