Imagine Lisa DeFrank's surprise when she learned just how far the concept of "customer service" can stretch in the daily duties of a reservation agent.

Recently, DeFrank received a call from an AAdvantage customer in Fort Lauderdale and during the call ... the customer had a baby! The customer was alone at home and DeFrank talked her through the delivery until the customer's husband arrived back home.

Even though the call came on a Friday the 13th, DeFrank knew it was legitimate. "You don't stay on a call 40 minutes for a prank ... she was screaming in my ear, and it wasn't a fake scream," said DeFrank. "The only thing I could think about was trying to keep her calm and relaxed as best as possible until her husband got there. I just thought back to when my child was born 10 years ago and everything they taught us in Lamaze class."

"I just kept telling her to breathe!," said DeFrank.

The customer's husband was stopped by the police for speeding, but once made aware of the story, the police gave him an escort to the house where he was able to greet his new son, Christopher Nicholas.

Luckily, the call was one of those randomly recorded by the Equality system, so co-workers were able to share in DeFrank's adventure. One of DeFrank's co-workers teased her after the experience, claiming she "would be scored down for not saying 'Thanks for Calling American' at the end of the call."