AccountId: 011433970860
ContactId: 94840e61-0281-4e12-9b1e-aa2707aedd4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223679 ms
Total Talk Time (AGENT): 87149 ms
Total Talk Time (CUSTOMER): 93070 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/94840e61-0281-4e12-9b1e-aa2707aedd4a_20250102T14:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I work for American Airlines. I'm a flight attendant, and I need, yeah, I'm finding out about, I need to find out about my disability benefits. I'm not gonna, um, well my supplemental benefits. I won't be going back to work for 3 months.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. I can help you with that, Miss [PII]. I can look up your policy by social or if you have a policy number.
[CUSTOMER][NEUTRAL] OK, I'll give you my social security number.
[AGENT][POSITIVE] All right, I'm ready.
[CUSTOMER][NEUTRAL] Which is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Miss [PII]. OK, give me just one moment to get that policy pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just working on, do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, actually, Ms. [PII], your disability benefits are no longer with APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I can give you the phone number to call um American.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] AFA
[CUSTOMER][NEUTRAL] OK, what is it called? American what?
[AGENT][NEUTRAL] APFA American Professional flight of attendants, that's the benefits line.
[CUSTOMER][NEUTRAL] Oh yeah, that's.
[AGENT][NEUTRAL] It's Fidelity. It's also called Fidelity.
[CUSTOMER][NEUTRAL] That's, yeah, that's what I'm looking for.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And their phone, yeah, their phone number is [PII].
[CUSTOMER][NEUTRAL] really.
[CUSTOMER][NEUTRAL] Oh, bear with me one moment. I'm putting this in my notes.
[AGENT][NEUTRAL] And I can transfer you as well, but I thought it would be good for you to have that phone number in case you need it again.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, but um.
[AGENT][NEUTRAL] And they should be able to tell you who your disability coverage is with.
[CUSTOMER][NEUTRAL] OK, it's [PII]. Now, what, what do I have with you guys? You know, I no longer.
[AGENT][NEUTRAL] Yeah, you no longer have coverage with APL.
[AGENT][NEUTRAL] Um, that changed on [PII].
[CUSTOMER][NEUTRAL] Nothing, right?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so, um, like my, my, uh, life insurance, anything else, nothing with you guys any longer, right? I need to put that in my notes.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, can you transfer me over?
[AGENT][POSITIVE] It would be my pleasure, Ms. [PII], and I hope you get to feeling better. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Well, thank you for calling APL and I hope you have a very happy new year. One moment please, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling customer service for the ATFA supplemental benefits. Please press one to speak with a representative.