AccountId: 011433970860
ContactId: 3fbed6dd-fb5d-4408-bed8-a42f2bf45727
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334420 ms
Total Talk Time (AGENT): 160030 ms
Total Talk Time (CUSTOMER): 144121 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/3fbed6dd-fb5d-4408-bed8-a42f2bf45727_20250211T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi. Um, I was wondering about my my benefits that I have with you, just to get a little explanation.
[AGENT][NEUTRAL] OK, I can help you with your benefits and can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Yes [PII], [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Um, I have several of them.
[CUSTOMER][NEUTRAL] I have 3, I think I have 3 of them. Does it matter which one?
[AGENT][NEUTRAL] No ma'am, if you give me one it'll pull in all of them for me.
[CUSTOMER][NEUTRAL] Oh, OK, um, let me look at this paperwork here.
[CUSTOMER][NEGATIVE] Oh, you know what, the policy number is not, you know, I grabbed the wrong paperwork cause this is just
[CUSTOMER][NEUTRAL] Highlights of my policies.
[AGENT][NEUTRAL] OK, um, if you wanna give me your social security number that'll pull in your policies for us.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] I thought each paper had a policy on it, but it's just a description.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's fine. We'll, we'll, we'll find it and get you the help that you need.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], for security reasons can you please verify your date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you, ma'am. Let me pull something up real quick.
[CUSTOMER][NEUTRAL] Oh, I think I found that it's on the very last page.
[CUSTOMER][NEUTRAL] Oh, I don't know what this is, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then also, can you verify your address, phone number, and email address that we have on the policies for you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] Um, what else? I'm sorry.
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then the number that you gave me in case we get disconnected, is that your cell phone number?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and when did you sign up for your benefits?
[CUSTOMER][NEUTRAL] Uh, I've had it for a couple of years. I think it used to be Affleck, and then they, they changed it, and then, uh, it's gone through, cause it's still my union at work.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] are we no longer with APL?
[AGENT][NEUTRAL] I don't believe so because I'm showing that you've had and I know that you're not now because you're with the association of Professional flight attendants so they ended they ended their contract with us in August so what I can do though to help you, yes ma'am, that's all right we'll we'll still get you help. I can um transfer you on over. I've got a phone number where I can transfer you so that you can speak to somebody there about your benefits and um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] They can give you answers about what you have now.
[CUSTOMER][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] Do you know what company it is?
[AGENT][NEUTRAL] No ma'am I'm not I'm not sure what company that they're with now.
[CUSTOMER][NEGATIVE] OK, I don't know why they, every, it seems like every couple of years, they, you know, they switch us and it's just so confusing to keep track of who.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEGATIVE] Who you're with, and it's not, it's not fair for us, you know, because we're kind of lost in
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Right. I've had, you're not the first person that has said that to me. I'm so sorry that you're having to go through that and try to figure things out all over again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I know, cause I know it, uh, you know, when you sign up for your annual benefits, you you select them, but it doesn't give you a company name, it just says added benefits.
[AGENT][NEUTRAL] Yeah, I do know that.
[CUSTOMER][NEGATIVE] So, it's like there's really no.
[AGENT][POSITIVE] I do know that everything is going through Fidelity.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So, um, like all the routing the calls that we have to route are through Fidelity, so I know that much and that's the number that I'm going to transfer you to is Fidelity so that you can speak to somebody and get some help and some answers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I appreciate that. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a good week and we appreciate you calling APL. It's gonna be a brief hold while I transfer you over, OK?
[CUSTOMER][NEUTRAL] Sure. Oh, could you give me the number in case it gets disconnected, please?
[AGENT][POSITIVE] Absolutely, absolutely. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. I appreciate all your help.
[AGENT][POSITIVE] You're very welcome. I thank you for calling this morning and help is on the way I'm getting ready to transfer you over now.
[CUSTOMER][POSITIVE] Thank you. Have a great day.
[AGENT][POSITIVE] You're welcome. You too, Ms. [PII], bye bye.
[CUSTOMER][POSITIVE] Thank you for calling.