AccountId: 011433970860
ContactId: c415284c-da65-4a4a-920a-64eec95fdccd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212580 ms
Total Talk Time (AGENT): 103620 ms
Total Talk Time (CUSTOMER): 84368 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/c415284c-da65-4a4a-920a-64eec95fdccd_20250116T19:09_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling the APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I have a question. I'm an American Airlines flight attendant and I'm looking through a pile on my desk and I found um paperwork that I'm supposed to fill out, I guess quite a while ago. I don't know the date on it, to transfer my benefits to you all from whoever we had.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh my gosh, this is dated [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That was a forgotten pile on my desk I guess.
[AGENT][NEUTRAL] I have those too. I understand.
[CUSTOMER][NEGATIVE] It's it's embarrassing.
[AGENT][NEUTRAL] Oh, I know, I, I, I find myself in the same situation sometimes. But you know, life happens in the meantime, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It does. I was almost just gonna throw it away because it's so old, but I thought, well, I better find out what this is all about.
[AGENT][POSITIVE] Well, sure, it would be my pleasure to assist you. Do you have the policy number for that?
[AGENT][NEUTRAL] Letter
[CUSTOMER][NEUTRAL] Um, see if it says that on here.
[AGENT][NEUTRAL] May I have a reference number?
[CUSTOMER][NEUTRAL] Um, there's a cert number. Let me see what else I have.
[AGENT][NEUTRAL] That's it, the certification number.
[CUSTOMER][NEUTRAL] OK, I have um
[CUSTOMER][NEUTRAL] I have couple of different ones. I have 02236710.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's good enough. And what is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And what is your current mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And a good callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Just getting everything pulled up. Miss [PII], yes, ma'am. This was an that was an accident policy, but in [PII], you had a hospital indemnity policy, an accident policy, and a critical illness policy.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But those have termed with APL on [PII].
[AGENT][NEGATIVE] And unfortunately, it is outside the time for portability or purchasing the plan on your own.
[CUSTOMER][NEGATIVE] So do I not have coverage anymore? I have to call American to find that out or what, what does that mean? That I had an option to move it to you guys and I didn't?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And what would the benefit have been to move it to you guys?
[AGENT][NEUTRAL] You would have had those same benefits that you had when the policy was active.
[AGENT][NEUTRAL] It looks like um the active policy the policies began on [PII].
[AGENT][NEUTRAL] And term on [PII].
[CUSTOMER][NEUTRAL] OK, so I'm confused, so I, I need to call and make sure those policies are still in effect, I guess with American.
[AGENT][NEUTRAL] They may have moved that to a different insurance provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you would need to contact Fidelity, yes ma'am.
[CUSTOMER][NEUTRAL] OK, well, I can throw this away and shorten my pile.
[AGENT][NEUTRAL] Hey, that's one thing down.
[CUSTOMER][POSITIVE] Yeah, that's one good thing. OK. Thank you so much.
[AGENT][POSITIVE] It was such a pleasure to assist you, Miss [PII], and thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.