AccountId: 011433970860
ContactId: 760aaa74-6e3c-418b-86a7-f102a246212c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214369 ms
Total Talk Time (AGENT): 15358 ms
Total Talk Time (CUSTOMER): 101276 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/760aaa74-6e3c-418b-86a7-f102a246212c_20250218T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] calling and I had um
[CUSTOMER][NEGATIVE] Getting hurt. I'm with American Airlines. I'm a flight attendant. And I went off on an IOD. I got hurt [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no one told me to, when to apply for this stuff or anything and I forget how I actually got into it, but anyway.
[CUSTOMER][NEUTRAL] Uh, when I finally got the paperwork and I took it to the doctor.
[CUSTOMER][NEUTRAL] He said they don't pay. I mean, he, he said he couldn't fill the paperwork out because I was getting paid from workman's comp, out of [PII]. And I said, well, this is a totally different, you know, I said, I paid extra for this insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And um he said, well, because I'm a workman's comp doctor, and you're getting workman's comp. I said, it has nothing to do with workman's comp. So I'm in a quandary. I bought all this insurance and I can't even use it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so he's simply not going to fill out uh the physician's portion of the claim form, is that what you mean?
[CUSTOMER][NEUTRAL] Any of it.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let's go ahead and get your.
[CUSTOMER][NEUTRAL] And they, I was told to.
[CUSTOMER][NEGATIVE] Sorry, I said, I was told to send out because I was hurt on the plane, passenger fell on me and um
[CUSTOMER][NEUTRAL] We had to make an emergency landing, stuff like that because of the patient, which
[CUSTOMER][NEUTRAL] He, he passed away. But um they weren't sure how they would look at it, whether it was um accidental cause it was an accident or a disability, because I went off on an IOD.
[CUSTOMER][NEUTRAL] So I don't know what to do. Hold the line, just a moment, please.
[CUSTOMER][POSITIVE] OK, thank you. Sorry.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?