AccountId: 011433970860
ContactId: 95eba5b8-95fa-4839-8b82-598e1984c215
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403140 ms
Total Talk Time (AGENT): 197093 ms
Total Talk Time (CUSTOMER): 124847 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/95eba5b8-95fa-4839-8b82-598e1984c215_20250514T18:24_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] Hi [PII], I'm an American Airlines, um, employee, and I was calling about, uh, filing a short-term disability claim.
[AGENT][NEUTRAL] OK. And I'm sorry, who did you say that you work with?
[CUSTOMER][NEUTRAL] American Airlines.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] We no longer work with American Airlines. Are you part of the flight attendants union?
[CUSTOMER][NEUTRAL] Uh-huh, I am.
[AGENT][NEUTRAL] OK, so APL is no longer handling that.
[AGENT][NEUTRAL] For your organization or for your union?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can see if I could locate, did you have a policy with APL?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I did, I think that's who I paid. When did, when did our contract end with you guys?
[AGENT][NEUTRAL] I would have to, I'll have to pull up your policy and information to verify the date, um, that the group termed with us. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My, uh, my name is [PII].
[AGENT][NEUTRAL] OK. And [PII], what is a good call back? You said [PII] is the last name, is that correct?
[CUSTOMER][NEUTRAL] Uh-huh. Yeah, [PII]
[AGENT][POSITIVE] OK, thank you. And what is your good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm so sorry, your voice cut out, [PII]. Can you give me your phone number again?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] basically
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I here. Can you hear me?
[AGENT][NEUTRAL] Uh, at times, at times, yeah, I, I can't at the moment.
[CUSTOMER][NEUTRAL] Can you hear me? Hello?
[CUSTOMER][NEUTRAL] Right now.
[AGENT][NEUTRAL] What is your callback number, [PII]?
[CUSTOMER][NEUTRAL] Click
[AGENT][NEGATIVE] [PII], your voice is completely cutting out. When you start to say something, your voice is cutting out.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] If you're able to hear me.
[CUSTOMER][NEUTRAL] OK, let's try this way.
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] I can hear you now.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] 600.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you know what your policy number was with APL?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Don't think, let me see. I don't think I know it, but let me see if I have it in here.
[AGENT][NEUTRAL] If you don't, I can try and look it up. Uh, if you don't have it, I can try and look it up with your full social.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, let's try [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, [PII], and first off, I'll need to verify several pieces of information with you for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII] orivly [PII].
[AGENT][NEUTRAL] OK, thank you. uh, the phone number on file for you is the same as the one that you provided for me.
[AGENT][NEUTRAL] So that is the best number that we should have had, is that correct? OK. And then your email address, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so your group, yes, is that it did term and the term date was [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you guys still collecting payments from me?
[AGENT][NEUTRAL] Uh, no, ma'am, that was not handled by us. That would have been handled, uh, let's see, let me see if I can tell you who was handling that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, at the time, Fidelity was handling that for you all?
[AGENT][NEUTRAL] Now I can
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm verifying some additional information. You're the first person that's called me and quite, and you know, in a while from APFA, so give me just a moment.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So I can give you the phone number that I have for Fidelity, and I can try and connect you over there. I don't know if at this point that is still who is working with you all or not, but that's the contact information that I have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And again, I don't know on that, um, when you call that number, I don't know if there's different options now that you can select.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] To take you to different places, but I'd be more than happy to connect you if you would like for me to.
[CUSTOMER][NEUTRAL] Um, sure, alright, let me, I will, I, let me call APFA.
[AGENT][POSITIVE] Oh definitely.
[CUSTOMER][NEUTRAL] And see
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because I'm still having money taken out of my account, but maybe it's going to a different disability place that I don't know about.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So let me, let me call because I know that I am paying something. I don't know what.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But it's not going to you guys, OK, alright, let me call APFA thank you so much.
[AGENT][NEUTRAL] Correct. No, ma'am, it is.
[AGENT][POSITIVE] Well, you're very welcome, is there. Certainly, yes, ma'am. It's my pleasure. Is there anything else, [PII] I could help you with today?
[CUSTOMER][POSITIVE] I appreciate your help.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] No, that'll be it. Thank you.
[AGENT][POSITIVE] OK. Well, thank you very much and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank