AccountId: 011433970860
ContactId: 696459ad-45d6-40f9-ba01-8000be145514
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274609 ms
Total Talk Time (AGENT): 139275 ms
Total Talk Time (CUSTOMER): 69645 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/696459ad-45d6-40f9-ba01-8000be145514_20250122T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and I believe I have um disabilities through you guys. Can you um look up my account?
[AGENT][NEUTRAL] Yes ma'am, I can look and see if you have disability with us, Ms. [PII]. Can I get your uh callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, ma'am. And then,
[AGENT][NEUTRAL] Do you know your, your policy number?
[CUSTOMER][NEUTRAL] No, it's through, I'm a flight attendant and it's American Airlines, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] I can look it up with your social security number if you can give me that it'll pull in any policies that you have with us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] Uh-huh. It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also for security reasons, can you please give me your address, phone number and email address that would be on the policy.
[CUSTOMER][NEUTRAL] OK, um, address is [PII], and then what is the other one?
[AGENT][NEUTRAL] Your email address please?
[CUSTOMER][NEUTRAL] Phone number
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK and then the um phone number that you gave me to verify if we get disconnected is that your cell phone number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you Miss. I appreciate you verifying your policies for me. Let's look and see.
[AGENT][NEUTRAL] OK, yes, you did have um.
[AGENT][NEUTRAL] Short term disability with us, but.
[AGENT][NEGATIVE] American Airlines um no longer has their insurance through us and everything lapsed on [PII].
[AGENT][NEUTRAL] Of [PII], um, now through the association of professional flight attendants I can um transfer you on over to them and you probably have it with somebody else and they may be able to assist you further.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, thank you so much.
[AGENT][NEUTRAL] Would that work? You're welcome. Let me just, let me just look up the number real quick. It's gonna take just a quick sec.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have found the number. I'm gonna go ahead and transfer you on over. I'm going to give you um the phone number just in case the call is disconnected that way you'll have it on hand. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] And that's Fidelity.
[CUSTOMER][NEUTRAL] Fidelity.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You know what, can you give me that phone number again?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh [PII], hold on.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] You're very welcome, Miss [PII]. You have a good rest of your week. It's gonna be a brief hold while I transfer you over. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.