AccountId: 011433970860
ContactId: 166889d0-621e-4f94-9854-4e3da8b25e7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262670 ms
Total Talk Time (AGENT): 120587 ms
Total Talk Time (CUSTOMER): 117790 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/166889d0-621e-4f94-9854-4e3da8b25e7d_20250121T16:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um yes, I called one day last week about benefits.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I, and they sent me, they emailed me the paperwork, but I've been trying, and then I get another email saying it didn't go through. It's not apparently it's not letting me submit these papers and I didn't know what I need to do to get them to you.
[AGENT][NEUTRAL] OK, um, do you mean for a claim?
[CUSTOMER][NEUTRAL] Yeah, for short-term disability and uh critical care, uh, illness, or whatever it's called.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We could take a look at that. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, I got 3 different ones but I'll give you the short term it's 252.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0784
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Yeah, they sent me the form through email and I've got the doctors and everything filled them out. I just for some reason it won't let me submit them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, let's see, really quick, just gonna verify some information. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I've got a different address for you. It's still in [PII].
[CUSTOMER][NEUTRAL] [PII] maybe.
[AGENT][NEGATIVE] Uh, no, sorry.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I mean my former address is [PII]. My current address is [PII].
[CUSTOMER][NEUTRAL] Actually.
[AGENT][NEUTRAL] Um, I don't have either of those. It is in [PII], um, but this one says [PII].
[CUSTOMER][NEUTRAL] That's [PII]. I haven't lived there probably 15 years.
[AGENT][NEUTRAL] Oh goodness, all right, let's go ahead and get that updated. OK, so your current address was [PII], what was the street name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that was still in [PII]. The zip code was still uh [PII] or excuse me, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's only like 3 blocks away.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, I'll go ahead I'll get that updated. Um, last thing I need [PII] is the email address that we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Got it. OK, thank you for verifying that information. Alright, so when you're trying to submit this information for a claim, um, and you're saying that it's not letting you, are you trying to do it through our website?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, I downloaded the
[CUSTOMER][NEUTRAL] App or whatever, like, you know, because when I talked to somebody the other day, they sent me all that information in the email. I clicked on the link, so I downloaded it on my phone. I uploaded everything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I want to submit and and all it does is spin around it says submitting, but it won't go through.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, so I'm sorry if there was any sort of miscommunication, yes, so at this present time our website, our online portal really doesn't have much support for online or excuse me for uh mobile devices. So if you were to use our website it would have to be through a desktop or a laptop computer to submit claim information.
[CUSTOMER][NEUTRAL] And I, I didn't know if there's a different way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I can download the, get on the website on the laptop and do it that way then, OK, yeah, I can do that.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, um, it does work the best with Google Chrome, um, but it does have support for, uh, Safari and Microsoft Edge as well.
[CUSTOMER][NEUTRAL] OK, so yeah I'll I'll do it that way then.
[AGENT][POSITIVE] Alright, yeah, sorry about the confusion that should definitely clear that up though. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] No, that's just the only problem. I'm just trying to get these papers in.
[AGENT][NEUTRAL] Of course, yeah, let us know if you have any other questions.
[CUSTOMER][NEUTRAL] No I don't have any other questions.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] That's, that's my granddaughter.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.