AccountId: 011433970860
ContactId: f4202b23-a8fa-4c85-9d21-897672088d42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415519 ms
Total Talk Time (AGENT): 166347 ms
Total Talk Time (CUSTOMER): 258926 ms
Interruptions: 8
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/f4202b23-a8fa-4c85-9d21-897672088d42_20250304T20:35_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]. Um, my name is [PII], and I am American Airlines flight attendant, and I do understand that um we're going through colonial life now, but what I'm trying to figure out is when I had American public life.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It had canceled my insurances and I just wanna see what I had before if I can give you my employee number you'd be able to look that up.
[AGENT][NEUTRAL] Sure, you just wanted to see what kind of policies you did have with us?
[CUSTOMER][NEUTRAL] Yeah, so I can make sure I get the same thing before, you know, after it was canceled, you know, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, of course. Absolutely. Yes, um, [PII], first, if you don't mind, can I get a good callback number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, and it's [PII], yeah, um.
[AGENT][POSITIVE] Oh, sorry about that.
[CUSTOMER][NEUTRAL] No, no worries. [PII].
[AGENT][NEUTRAL] OK, thank you. And then, uh, did you have any of those policy numbers?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I, I might, but I'm not sure if these are my husband's or mine because when they sent us out these papers originally there was like no name on the top of the papers really, really weird. OK, so the first policy number here, um, let's see the policy number here if I can find one here.
[AGENT][NEUTRAL] Oh, yeah, it is.
[CUSTOMER][NEUTRAL] So maybe it's in the back here. I think there's 3 numbers here.
[CUSTOMER][NEUTRAL] Um, would it start with APSB? Would that be anything?
[AGENT][NEUTRAL] No, um, let's see, it might be easier, um, I can start using your social if you're OK with that.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, do mine and then I'm gonna check my husband's too because it's really weird. OK, yeah, mine is [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Thank you, hon.
[CUSTOMER][NEGATIVE] I think I found mine what I used to have, but that's the Aflac. It's not even American Life, OK.
[AGENT][NEUTRAL] OK, there we are. I believe I found you. um, just gonna verify some information really quick [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, of course.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then can you verify the address that we had on file for you?
[CUSTOMER][NEUTRAL] Yes, to [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you for verifying that. Alright, so you had 3 policies with us. You had a hospital indemnity plan, which that was a limited indemnity plan, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hospital
[CUSTOMER][NEUTRAL] [PII], OK, got that, yep.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then you've had a short term disability.
[CUSTOMER][NEUTRAL] Short term disability and would you have what I paid before on each of those?
[AGENT][NEUTRAL] Um, yeah, I do have that.
[CUSTOMER][POSITIVE] OK great I'll take that too.
[AGENT][NEUTRAL] OK, so you're sure, so for the hospital indemnity, that premium that was $10.93.
[CUSTOMER][NEUTRAL] 93, yes.
[AGENT][NEUTRAL] Yes ma'am, and then the short term disability that was $28.44.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then the last policy you had with us was a critical illness policy.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, critical illness. OK. And how much was that?
[AGENT][NEUTRAL] Yes, and that, that was $23.85.
[CUSTOMER][POSITIVE] Excellent. I, I'm so happy that I know this figure right now. Oh, I'm so happy. OK, so now.
[AGENT][POSITIVE] Absolutely, that's really smart thinking ahead too.
[CUSTOMER][NEUTRAL] Thank you. And now on my husband's, um, I just wanna make sure what he had before and I'll give you his information. This is me.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][POSITIVE] OK, and he's [PII] and he's um [PII] and we're both funny too.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] For American.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Here we are.
[AGENT][NEUTRAL] OK. So looks like he only had um the critical illness and the short-term disability. Those were the only policies he had.
[CUSTOMER][NEUTRAL] Short term, OK, he didn't have hospital demmy. I think he has that on his paycheck through American, I think for some reason, so he only had short term disabilities.
[AGENT][NEUTRAL] And these are the only policies I see. Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm sorry, I, I interrupted you. Sorry, say that to me again, hon.
[AGENT][NEUTRAL] No, no, no, that's OK. These are the only two policies we have a record of him having with us and that, yeah, that was a short term disability and the critical illness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how much were those fees?
[AGENT][NEUTRAL] Um, so the critical illness was $23.26.
[AGENT][NEUTRAL] And that short term disability was $28.44.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that sounds about right. What's taking out his paycheck, I think so, yeah, $50 some odd dollars. OK, alright, so now I can go from there and connect to colonial life. Do you know why they left 8 American public life?
[AGENT][NEUTRAL] If you
[AGENT][NEUTRAL] I have no idea honestly um that was kind of around the time I first started here and um I mean it seemed like they were pretty big, um, so I'm really not sure.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I know it's a big deal.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It's a big group to lose too I know it's weird.
[AGENT][POSITIVE] It is a very big group, absolutely.
[CUSTOMER][NEUTRAL] Alright, well, well, anyway, so you're very pleasant and um you, you've helped me out a lot because you know I was really dumbfounded that they were still taking money out of my payroll check and then I went to go use it because I had a hip operation. I had to stay in the hospital a couple of days and I went to use it and she says, you don't have insurance. It's, it's been closed since [PII], and this was last year. I didn't even know it for all that time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh my gosh, you're not the only one either. I don't know what's going on with that, but we've had several people call us saying similar things that they had no clue.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] And I know why what happened is when they switched to you guys, they, they kept the, the checking account but for some reason it didn't go to the policy they kept taking it out of me but it didn't go into the policy. It's weird, yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, that's weird.
[AGENT][POSITIVE] Oh man, well, glad you'll be get good and set up now.
[CUSTOMER][POSITIVE] Yeah, so I, I, you really helped me out today. All right, thank you so much.
[AGENT][POSITIVE] I'm happy to help. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, where are you at today? Where are you what town are you in?
[AGENT][NEUTRAL] Oh, I'm in [PII].
[CUSTOMER][NEUTRAL] [PII]. Oh, you gotta be careful with tornadoes today, right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, last night actually.
[AGENT][NEUTRAL] But I think they're ramping back up.
[CUSTOMER][NEUTRAL] Oh, Jesus.
[AGENT][NEUTRAL] Uh, we're no strangers to that. That's OK.
[CUSTOMER][POSITIVE] Oh, I, God bless you guys there.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][POSITIVE] Appreciate you [PII]. I hope you have a great rest of your day. It was a pleasure talking to you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Pleasant me too thank you.
[AGENT][POSITIVE] Thank you bye bye