AccountId: 011433970860
ContactId: 6edb1e5f-f7c8-4864-a07c-1b404785ad0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474309 ms
Total Talk Time (AGENT): 238924 ms
Total Talk Time (CUSTOMER): 174764 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/6edb1e5f-f7c8-4864-a07c-1b404785ad0f_20241231T20:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, is your name, said your name is [PII]?
[AGENT][NEUTRAL] I did. Mhm.
[CUSTOMER][NEUTRAL] Oh OK, yes, I did. I'm sorry. I couldn't, I couldn't hear you. Hi, my name is [PII]. I work for American Airlines and I enrolled in some supplemental benefits, uh, through the APSA union.
[CUSTOMER][NEUTRAL] And um it, as it turns out, I had a, I had two colonial life policies, so I let this one lapse because you can't have the same policy to colonial life.
[CUSTOMER][NEUTRAL] And um I just need to make sure that that policy is canceled.
[AGENT][NEUTRAL] OK, so you have a policy with American Public Life and you're wanting to make sure that that's not active. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, well, I don't know who the carrier was. Oh, OK, so I work for American Airlines as a flight attendant. Our union offered supplemental benefits. One of them was a cancer policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Through colonial life.
[CUSTOMER][NEGATIVE] Now I, I let the policy lapse. I was out, I was out of work, um, and I had surgery on, on something else, uh, in February. I had not made a payment since February, but colonial life just dropped our cancer policy because it's still showing up.
[CUSTOMER][NEUTRAL] Through the APFA union.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] OK. OK. Now, we are not colonial life.
[CUSTOMER][NEUTRAL] I know, but this is, this is where they sent me to contact to go in and change my supplemental benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanted to make sure, uh, because this is how I directed from the APFA website. Are you familiar with the APFA?
[AGENT][NEUTRAL] They were a group that we represented, represented at one point. Um, however, [PII], we're no longer, we're no longer a carrier for the APFA. Um, what phone number, well, first off, what is your last name?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And
[AGENT][NEUTRAL] Let's see. Let me try and look up by your name to see if we had any coverage at one point. Um and you said it's [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], I'm sorry, yeah, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yes, ma'am. That's what I have. OK, so one moment please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so it doesn't appear, would your name is, is it [PII], is [PII] your first name?
[CUSTOMER][NEUTRAL] Yes, [PII] is my uh nickname.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is that?
[AGENT][NEUTRAL] Short for [PII] or?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Believe it or not, it is, yes.
[AGENT][NEUTRAL] OK, so let's
[CUSTOMER][NEUTRAL] Not sure how that happened. I don't get it either, but yeah, it is.
[AGENT][NEUTRAL] OK, so let me verify some information. I may have located a policy that we did have at one point, but I need to verify some things with you for security. What is your date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we had on file for you is the same as the one you gave me, so that still is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, it is. Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly your email.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. So you for from [PII], you had a cancer policy with APL, but again, that policy turned back in February.
[AGENT][NEUTRAL] Now the number that they gave you to call regarding any enrollments, was that an [PII] number?
[AGENT][NEUTRAL] Or a [PII] number.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] What number did you call me, yeah?
[CUSTOMER][NEUTRAL] Let me look here hold on
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Um, it was [PII].
[AGENT][NEUTRAL] OK. [PII]?
[CUSTOMER][NEUTRAL] I'm trying to look recent. I don't, I don't, I'm trying to see right now. Let me see here, um, hide keypad. Oh, this is [PII].
[AGENT][NEUTRAL] OK, so the phone number that you, I mean we don't have an active policy with for you any longer, um, now if you had any other questions, I believe that Fidelity is still who you would contact. uh, let's see, um.
[CUSTOMER][NEUTRAL] OK, that's good to know. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To see if they can provide you any additional information as, as of now who you would need to contact. I can give you their phone number. I can try and transfer you. I'm not sure if they are in the office or not.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I'll take, I'll take the phone number just in case I get lost.
[AGENT][NEUTRAL] Today
[AGENT][NEUTRAL] Mhm. Sure. The phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they, I also have an email address for them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] APF[PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] So if you would like for me to transfer you to them, I would be more than happy to. Should their voicemail pick up, would you like for me to release your call so that you can leave a message?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yeah, that's good.
[AGENT][POSITIVE] OK. Well, I'll be happy to do that. So, is there anything else, Miss [PII], that I can help you with before I do?
[CUSTOMER][POSITIVE] No, you've been very helpful. Thank you very much.
[AGENT][POSITIVE] Well, you are very welcome and it was my pleasure and thank you very much for calling APL. I hope you have a wonderful evening and a very happy New Year.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Yes, ma'am. Thank you as well. So one moment and I will try and get you connected.
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][NEUTRAL] Thank you for calling customer service for the ATFA supplemental benefits. Please press one to speak with a representative.
[CUSTOMER][NEUTRAL] All of our agents are busy helping other customers. At the tone, please record your message. When you've finished recording you may hang up or press the pen.
[AGENT][NEUTRAL] Ms. [PII], this is still [PII]. So it is going to voicemail. It's not saying that they're closed, but that phone number when you call it, you would select option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I didn't realize there was a, an option choice, but it's option one, but I can connect you back and I can just release the call and just like let you listen to the full message that's on there if you would like for me to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be great, thank you.
[AGENT][NEUTRAL] OK. You're welcome. One moment.