AccountId: 011433970860
ContactId: ec179a8c-7651-441d-9578-341ab212be04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357940 ms
Total Talk Time (AGENT): 113737 ms
Total Talk Time (CUSTOMER): 195910 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/ec179a8c-7651-441d-9578-341ab212be04_20250307T21:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL is. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. I was trying to set up an online profile and it said I didn't exist. And um I had a major theft in a recent move of documents, personal items, treasured items, and I have nothing from of, of anything that I have coverage with, with um my extended benefits through association of professional flight attendants.
[AGENT][NEUTRAL] OK. Um, and your name is? I'm sorry.
[CUSTOMER][NEUTRAL] That's OK. My name is [PII]
[AGENT][NEUTRAL] You said last name [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK. And verify your date of birth, mail address, and email address for me.
[CUSTOMER][NEUTRAL] Sure. Um,
[CUSTOMER][NEUTRAL] Uh, OK, mailing it, um, my, um, date of birth is [PII].
[AGENT][NEUTRAL] OK, and your mailing address and email address?
[CUSTOMER][NEUTRAL] OK. Um, OK, let's try, um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Is that in there?
[AGENT][NEUTRAL] No, I do see a different address, but give me one quick moment, please.
[CUSTOMER][NEUTRAL] OK. I can tell you which uh uh I, I, I, I, I, I, I sold a condo in uh [PII] that I had lived in. It was my residence, and I have since moved to [PII]. The [PII], uh, the [PII] address was, um, just my commuter address and um I was seeing doctors in [PII], so my benefits were located at that address.
[AGENT][NEUTRAL] OK. Well, um, I don't show that you have any active coverage with our company. Uh, your policies terminated [PII].
[CUSTOMER][NEGATIVE] Well, where is the $116 a month going that I, that's been being being removed? Sorry, I stutter when I'm, um, when, when I'm scared. Um, uh, I've been having something, hundreds of dollars removed every month from my paycheck. Where, what was that for? That was for uh uh uh uh extra things I buy from APFA for coverage of, uh, accidents and disabilities and things like that.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] OK, um, you will have to contact, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] APSA wait, uh, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I have no coverage and I've had literally well over 20 to $3000 removed from my, my bank, my, my, my, my, my, my, my bank, my, my paycheck, I mean.
[AGENT][NEUTRAL] Well, not from APL, uh, you have to contact um American or not American Fidelity, you have to contact Fidelity, and they can verify who you have insurance with, and I can give you their phone number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and may I ask, um, what, what, what is APL or AFL or whoever you guys are, what, what's those three letters again?
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] APL and what are you then? What is it?
[AGENT][NEUTRAL] Uh, it looks like we're an insurance company and it looks like you had um an accident, medical disability, and critical illness policy with our company. It's called American Public Life APL.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] And may I ask who canceled that?
[AGENT][NEUTRAL] Um, it's just with the group, uh, you would just have to contact Fidelity and they can verify that information with you.
[CUSTOMER][NEUTRAL] OK, now who is Fidelity? I have them as, as, as, uh, uh, a brokerage account both a private one in with my 401. I never purchased anything through them. I've always purchased through um um uh the union.
[AGENT][NEUTRAL] I understand, but they're the ones that are be able to assist you as far as with your group, with the uh American Airlines.
[CUSTOMER][POSITIVE] Wow, wow. Oh wow, this is gonna cost, I'm gonna, I'm, whoa.
[CUSTOMER][NEUTRAL] OK, um, give me this Fidelity people, and I'll see what's going on.
[AGENT][NEUTRAL] OK, uh, their phone number is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Well, and, and those, uh, I don't know, there's, let me see what that, there's someone, uh, we, we were to call, you know, to, uh, about these benefits and they're not even answering the phone today. And today is the last day.
[CUSTOMER][POSITIVE] I, I thank you for your help with this.
[AGENT][POSITIVE] Alright, you're welcome. Uh, thanks for calling APL.
[CUSTOMER][NEUTRAL] And [PII]. What date was that official turnoff? because I got to go back and, uh, reclaim a lot of money here, a whole lot of money. What date was the official last day?
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] And is there any reasoning, uh, did someone cut it off? Did I, I, I, I would never have terminated these things.
[AGENT][NEUTRAL] Uh, you will have to contact Fidelity and they'll be able to verify the reason why, um, because you may have your other insurance.
[CUSTOMER][NEUTRAL] OK, and this is the same Fidelity that does brokerage accounts and everything? Or is this a different type of fidelity?
[AGENT][NEUTRAL] Uh, that I'm not sure, but they are the ones that will be able to assist and verify who you may have other policies with.
[CUSTOMER][POSITIVE] I thank you for your help.
[AGENT][POSITIVE] Uh, yes, and thank you for calling APL. Have a great day.
[CUSTOMER][NEGATIVE] Uh, yeah, goodbye. God damn. Whoa.
[AGENT][NEUTRAL] Bye.