AccountId: 011433970860
ContactId: 43da5164-12ff-4a05-9346-608a00a7b1a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413010 ms
Total Talk Time (AGENT): 133303 ms
Total Talk Time (CUSTOMER): 84189 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/43da5164-12ff-4a05-9346-608a00a7b1a9_20250404T14:20_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to get a policy number for myself, please.
[AGENT][NEUTRAL] OK, and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes. It is uh [PII]
[CUSTOMER][NEUTRAL] The last name is [PII] [PII]
[CUSTOMER][NEUTRAL] Callback number is [PII]. OK.
[AGENT][NEUTRAL] What's the problem.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Uh, one moment, let me do a name search.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the first name is, uh, the first letter is [PII], correct?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Let me have the spelling of the last name one more time.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me try a different system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not sure why, but it's not pulling anything up. Um, do you mind providing me the social?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be one more minute. I, I see what happened.
[AGENT][NEUTRAL] Yeah, the full name was not it was too long, so I have to cut this uh here we go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, uh, for security, I need your date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] OK. My date of birth is [PII] or [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what else do you need?
[AGENT][NEUTRAL] The mailing address and email address on file.
[CUSTOMER][NEUTRAL] OK. The mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you still have the email as um [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh hm.
[AGENT][NEUTRAL] It looks like um you have an active policy. Let me check. You're with the BWA?
[CUSTOMER][NEUTRAL] No, I'm with American Airlines.
[CUSTOMER][NEUTRAL] APSA?
[AGENT][NEUTRAL] Oh yeah, I don't think no longer with us. Let me check something really, really quick, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this like to submit an old claim or you're trying to get like the policy number for future?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, to file a claim.
[AGENT][NEUTRAL] What, what state of service?
[CUSTOMER][NEUTRAL] Uh, I had a surgery and I was on disability.
[CUSTOMER][NEUTRAL] For 2 months.
[AGENT][NEUTRAL] OK, uh
[AGENT][NEUTRAL] What date of service was this? What, what date?
[CUSTOMER][NEUTRAL] And it was [PII].
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] OK, I do see that you have disability back then. OK, so.
[AGENT][NEUTRAL] OK, so let me go ahead and give you this policy. Um, it is terminated right now because it looks like the group was terminated back in [PII]. Um, but if the date of service was [PII], then I can give you this information. Um, the policy number is 02.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 24
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] 08
[AGENT][NEUTRAL] 55.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's all numbers correct?
[AGENT][NEUTRAL] Yeah, all numbers. 02240855, OK?
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Alright, got it, uh huh.
[AGENT][NEUTRAL] Yes, sir. Anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] Alrighty, thank you.
[CUSTOMER][POSITIVE] No, that is all. Thanks so much.
[AGENT][POSITIVE] You're welcome. No problem. You have a good day.
[CUSTOMER][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.