AccountId: 011433970860
ContactId: 1713ef6e-bcd0-4aca-8c85-58d6bd9046c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 468559 ms
Total Talk Time (AGENT): 120725 ms
Total Talk Time (CUSTOMER): 184375 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/1713ef6e-bcd0-4aca-8c85-58d6bd9046c1_20250307T20:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm great thanks for asking, [PII]. This is [PII] Claims. I have an insured on the phone. She's calling about questions of her online account. She said she's getting an error saying that that something about technical issues and they told her to call here.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] It is 251-549-7. That's 2515497. It's for [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Weller Weller, and I verified all of her information. Her callback number is the number that's listed, the [PII] number, do you see it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, I do.
[CUSTOMER][NEUTRAL] Alright, so I'll verify all of her information. Hold one moment while I transfer.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Hello [PII], I'm gonna leave you with [PII]. She's gonna better assist you. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, good afternoon, [PII]. This is London customer services. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I am good thank you um she was stating you were having problems registering on the online service center?
[CUSTOMER][NEUTRAL] Yeah, um, this is.
[CUSTOMER][NEUTRAL] I do kind of think it's a technical issue. I tried to submit some paperwork or upload files a couple weeks ago and it wouldn't let me upload anything, but I've never done it before, so I thought, you know, maybe that was the problem. And then today, I'm also having issues more or less uploading stuff so um.
[CUSTOMER][NEGATIVE] I'm trying to, I have like 6 different files I'm trying to upload in it let me do 2 of them and it won't let me do any of the other ones.
[AGENT][POSITIVE] OK, I'll see if I can help you with that.
[CUSTOMER][NEUTRAL] And I, and I got a notification. OK, I got a notification that says oops, there's been an error looks like we're experiencing technical difficulties.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, are you using a mobile device or are you using a computer?
[CUSTOMER][NEUTRAL] No, I'm on my desktop.
[AGENT][NEUTRAL] OK. And are you using Chrome or?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, because that's the best one to use.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It says that you can try clearing your uh browsing history on your your web brows browser.
[CUSTOMER][NEUTRAL] Um, how do I clear my browsing history?
[AGENT][NEUTRAL] Oh, I don't know. Let's see.
[AGENT][NEUTRAL] I always have to look up, uh.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Do you guys not have tech support that can like reset my account or something?
[AGENT][NEUTRAL] It says
[AGENT][NEUTRAL] Uh, we do have tech support, but we would have to send a message to them and then they would have to to do something and.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It would take longer if there's something that we can help with, you know, it would be better for us to do it than them.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It says to go to your uh settings and select option to clear your browsing data.
[AGENT][NEUTRAL] It's on the top, the 33 dots at the top right corner.
[AGENT][NEUTRAL] Select history and then clear browsing data.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I see a history button.
[CUSTOMER][NEUTRAL] I don't see.
[CUSTOMER][NEUTRAL] I just see like history and group history options.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Delete browsing data. Is that the same thing?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. So should I like,
[CUSTOMER][NEUTRAL] It's still, I had the old tabs up. Should I?
[CUSTOMER][NEUTRAL] re log in or something.
[AGENT][NEUTRAL] Yeah, you might need to go out and then come back in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see if that helps any.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I wondered if part of the problem was um one of the things I'm trying to upload I did through an app on my phone that turns things into PDF.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that one still looks like it's not going through.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] But when I tried to do some of the other claims,
[CUSTOMER][NEGATIVE] They weren't like that that worked before, they still wouldn't work. So it, it looks like I'm trying the app one again and it's not working, so I'll try one of the other means to see if that will work now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's kind of acting the same.
[AGENT][NEUTRAL] And if that doesn't work then I'll have to send a um an email to our support team to get back with you on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, it's not because the submitting button won't even highlight for me to click on it so yeah it's just not working.
[AGENT][NEUTRAL] OK, and.
[AGENT][POSITIVE] This is a good call back number for you or the [PII]. OK, alright, I will get an email sent off to our support team and when they get back with me then I'll get back with you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, what your next steps will be. All right, well, is there anything else that I can help you with, or?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][POSITIVE] Mm, thank you. Bye.