AccountId: 011433970860
ContactId: e89acf7b-065a-4d00-9cb6-ef98de615a7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391519 ms
Total Talk Time (AGENT): 206343 ms
Total Talk Time (CUSTOMER): 155564 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/e89acf7b-065a-4d00-9cb6-ef98de615a7f_20250305T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is [PII], and I've had benefits for a while. And I just wanted to verify, do I need to do anything different since I'm already enrolled?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, what do you mean do anything different?
[CUSTOMER][NEUTRAL] Like, is there anything I have to update or re-enroll? Does it carry over or?
[AGENT][NEUTRAL] Um, uh through your employer.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, let's get your policy pulled up and we will take a look at that um [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have a policy number?
[CUSTOMER][NEUTRAL] Um, I'd have to look it up. I don't have it with me right now.
[AGENT][NEUTRAL] Oh, that's OK. um, I can also start choosing your social.
[CUSTOMER][NEUTRAL] OK, it's 455-256-820.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and that's in [PII] City [PII].
[AGENT][NEUTRAL] I've got a different address uh in [PII].
[CUSTOMER][NEUTRAL] Oh yeah, that's a long time ago. I've been at these apartments for almost 3 years now.
[AGENT][NEUTRAL] Huh wow, OK, um, can you verify this address?
[CUSTOMER][NEUTRAL] Because it's updated with American Airlines, you know, a long time ago when I moved.
[AGENT][NEUTRAL] OK, and see that's what I was wondering about [PII]. So, um, we haven't since American Airlines has uh dropped APL as of um [PII] of last year, so you don't have any um active policies with us at this time.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you wanted to try to get those react, I believe they went with um because we've had several calls from American Airlines uh employees and I think they went with the uh Colonial Life as their new uh for.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, that's what it's showing on there, colonial life, yeah.
[AGENT][NEUTRAL] Yes, so that's um who they switched with so if you wanted to look at any active policies or anything like that, it would most likely be through them.
[CUSTOMER][NEUTRAL] OK, so how do I do that?
[AGENT][NEUTRAL] Um, I don't have their information, um, and I, I'm not even quite sure. I think it's Colonial Life is what it's called, um, so you, you could either search for that or to be safe I would actually contact your employer, like maybe their HR department, uh, to see exactly who that's going to be through, and they should be able to give you that information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, and then nobody ever told me that I don't have this policy.
[AGENT][NEGATIVE] You know it's crazy um but uh you're not the only one. There's been several calls that we've had. I don't blame you at all. It is very frustrating because, and I can't believe it. There's we've had several calls and I don't know what that's about.
[CUSTOMER][NEGATIVE] I'm very frustrated.
[CUSTOMER][NEUTRAL] Yeah, because it shows there's something still coming out of my bank account. I thought that was for those benefits.
[AGENT][NEUTRAL] Oh man, yeah, the last one you had it did terminate uh [PII] of last year.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] So why didn't they send me a letter or something, the company, you know.
[AGENT][NEUTRAL] Oh, I'm not sure. That would have been through, uh, American Airlines.
[CUSTOMER][NEGATIVE] Yeah, they're so bad about this stuff now, [PII].
[AGENT][NEGATIVE] That's crazy, but I can't believe the amount of people that I've called that again have no I had no idea that any of this happened.
[CUSTOMER][NEUTRAL] Uh, I
[CUSTOMER][POSITIVE] Yeah, I, I was just confident because you know last time when we did the enrollment last year, it said, you know, you don't have to do anything as long as you're enrolled and all that already.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh man.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Oh that's awful.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I know, right? Cause I don't know if I can get coverage again. I don't know if they'll.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Well it sounds like you might have something already if they're taking money out so I would definitely get with your HR department and see what's what with all of that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Do you have that number to [PII]?
[AGENT][NEUTRAL] I don't, um, I could try to find, let's see.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Let's see, hang on just a moment.
[CUSTOMER][NEUTRAL] Well, it said you know contact [PII].
[CUSTOMER][NEUTRAL] With questions about it.
[AGENT][NEUTRAL] I'm not even sure what that is. Do they list the number?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] No, it just gave that, well, it did um [PII].
[AGENT][NEGATIVE] I don't know you could give that a shot, um, because I'm not at 100%. I, yeah, and, and that is such a mess and this is, it's, uh, not like it's little stuff, you know, a lot of people depend on these coverages, um.
[CUSTOMER][NEGATIVE] Yeah, this is horrible. I mean, God.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see, so, and again I'm just assuming I think it's colonial life, um, so.
[CUSTOMER][NEUTRAL] Yeah, that's what I read and you know I got an email from the union saying.
[CUSTOMER][NEUTRAL] You know, it's colonial life and if you have any questions, call this number.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And I just assumed I was still covered but I just wanted to verify that, you know.
[AGENT][NEUTRAL] Sure yeah absolutely um so I did I just googled a phone number for them, um, so you could give this a shot let me know when you're ready.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that says that's for their customer service.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, because they went, you know, goes through the union, so I don't know. I'm gonna look at the message again and see what it says, but.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I'm so sorry. I wish there was more I could do to help.
[CUSTOMER][MIXED] It's horrible. OK, thank you.
[AGENT][POSITIVE] You're very welcome. I hope you have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] Yeah, bye bye.
[AGENT][NEUTRAL] Bye bye