AccountId: 011433970860
ContactId: 0d10eb91-6960-40b9-a13f-d124d4a8f3d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81000 ms
Total Talk Time (AGENT): 33210 ms
Total Talk Time (CUSTOMER): 43669 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/0d10eb91-6960-40b9-a13f-d124d4a8f3d6_20250407T12:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. How are you doing?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] Um, this is [PII]. I have an insured on the phone. She says she's trying to submit a claim online, however, she's having issues.
[CUSTOMER][NEUTRAL] Um, with submitting the claim, so I'm not familiar with the online account other than the, the very first page, but I don't know what, what steps you have to go through after you log in to upload the claim. So she said that she's going to it and she's trying to upload the claim, but when she when she selects upload documents, they send her back to the service center page.
[AGENT][NEUTRAL] Um, that might be an
[AGENT][NEUTRAL] Issue with the system, um, I'm not quite familiar with the claims processing either. That will be something with the care team that is more familiar.
[AGENT][NEUTRAL] With
[AGENT][NEUTRAL] Um, or probably the document.
[CUSTOMER][NEUTRAL] But it'll be the care team for online.
[AGENT][NEUTRAL] Yes, the security team usually assist um.
[AGENT][NEUTRAL] The insured with filing the claims but you can go ahead and.
[CUSTOMER][NEUTRAL] OK, so let me see if someone's available. I could see if someone's available in the care team. Thank you.