AccountId: 011433970860
ContactId: 2c1b8505-f7b4-4ad1-943e-cd1b2fc7ef92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 592700 ms
Total Talk Time (AGENT): 217580 ms
Total Talk Time (CUSTOMER): 426206 ms
Interruptions: 18
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/2c1b8505-f7b4-4ad1-943e-cd1b2fc7ef92_20250623T21:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in claims. How are you?
[AGENT][NEUTRAL] I'm here.
[CUSTOMER][POSITIVE] Hi. Welcome to the team, [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I know, I was gone for a week. Now I'm back.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Oh darn, what you come back for [PII]? No, I'm just saying.
[AGENT][NEUTRAL] Girl,
[AGENT][NEUTRAL] Oh, and then
[AGENT][POSITIVE] Well, my son, he has a dinosaur that always tests his, uh, he always changed the color depending on his mood, and I told him, I gotta go back to work tomorrow. He said, what color do you want, mama, red? I said, no, I'm not mad.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEGATIVE] I just now got to go back to work.
[CUSTOMER][POSITIVE] Wow, smart kid.
[AGENT][NEUTRAL] Oh, he's a turkey.
[CUSTOMER][NEUTRAL] Oh Lord. OK, so I have an insured on the phone and she's, she's not really upset, but she's waiting on us patiently to give her a call back because she's trying to file her claims and we told her we was gonna call her back and we didn't.
[AGENT][NEUTRAL] Call her back for what? What she tried to set on the OSC?
[CUSTOMER][NEGATIVE] So she's upset because she's to help her get in the.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And did you verify her information?
[CUSTOMER][NEUTRAL] And I went through everything.
[AGENT][NEUTRAL] Oh, OK. What's that, uh, what's her name and that policy number? I'll try to help her.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Her, her name is [PII] and her policy number is 264.
[CUSTOMER][NEUTRAL] 1544 what she's telling me it matches what we have in our system.
[CUSTOMER][NEUTRAL] I see the notes, but I mean, she called back.
[AGENT][NEUTRAL] OK. And, oh, excuse me, what's the callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Awesome. And you said everything was correct.
[AGENT][NEUTRAL] Darn it
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I'll be so happy when he's called stop.
[CUSTOMER][NEUTRAL] Me too.
[AGENT][NEUTRAL] Like, uh, one would be.
[CUSTOMER][NEUTRAL] Like did you test anything?
[AGENT][NEUTRAL] She's
[AGENT][NEUTRAL] I
[AGENT][NEGATIVE] Darn it, I can't do that.
[AGENT][POSITIVE] All right. You can send it to me. I'll try to help her as much as I can.
[CUSTOMER][POSITIVE] Thank you, [PII]. I appreciate you.
[AGENT][POSITIVE] You're welcome. Have a great one. You too.
[CUSTOMER][POSITIVE] Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh, Ms. [PII]?
[CUSTOMER][NEUTRAL] home.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, my name is [PII] and Miss [PII] transfer you she said you had questions or you had issues on trying to upload onto the online service center.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I have an, uh, building, uh, building an account. It keeps telling me that you guys have the information I have, but I, I keep getting this error code saying that I can't, that I can't be found. So on one hand we are we are able to uh uh engage in defense.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Let's see, and your email is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You want
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] And uh we can uh evaluating uh uh from uh.
[AGENT][NEUTRAL] Let's see, give me one moment.
[CUSTOMER][NEUTRAL] I think it would be fine.
[CUSTOMER][NEUTRAL] Mhm and that they should stop and accept the conditions that you put on the table otherwise we will OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, give me one moment just trying to see if I can.
[AGENT][NEUTRAL] See what's going on.
[CUSTOMER][NEGATIVE] That uh uh irresponsible regime and to get nuclear weapons in the center of the Gulf.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You mentioned before.
[CUSTOMER][NEUTRAL] It is possible the IAEA will never get inside [PII]. There are questions in [PII] and around the world about the extent to which the US eliminated the entire facility or whether there could be something left over. Go there firsthand in person to find out.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 200 ft uh uh under the shelters.
[AGENT][NEUTRAL] Oh yeah, I'm gonna have to send a request so a representative can give you a call back.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To try to troubleshoot. Did you, uh, did anyone, um, get you to clear out your browser? What, uh, browser are you using?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, I don't know. I'm on my iPhone.
[CUSTOMER][NEUTRAL] Um, I was, maybe, um,
[CUSTOMER][NEUTRAL] I'm on my iPhone. I'm on the um which browser is this uh uh let me see something.
[CUSTOMER][NEUTRAL] I'm on, I think Safari. Should I do it on the Google?
[CUSTOMER][NEUTRAL] giving you the one.
[AGENT][NEUTRAL] Um, I would say try Google and see if that works. I'm sorry.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, uh, give me your, uh, what's the, um, the website again?
[AGENT][NEUTRAL] It's secured. [PII].
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Secure. And what else? [PII] they are exposed and uh the is fighting for their life and uh this is the reason I believe that.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And you decide otherwise the.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, bring me back to the same.
[AGENT][NEUTRAL] And are you using your social or, or are you using your, um, trying to use your policy number?
[CUSTOMER][NEUTRAL] We gonna, we gonna try both.
[CUSTOMER][NEUTRAL] We'll try both of them today.
[AGENT][NEGATIVE] And it's still giving you error.
[CUSTOMER][NEUTRAL] So I'm, I'm funny, so I'm going to creating, hold on, I'm trying to do under the Google right now and you said there's only one I have to fill out this way the as the uh the way things are, right? The one that they said that the asterisk, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The asterisk.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Because they don't ask for my social, so I just ask for my email and date of birth and last name.
[CUSTOMER][NEUTRAL] Uh, uh, because you can have uh
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, it was quite what the role of like.
[AGENT][NEUTRAL] And your last name is spelled [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, [PII], yeah, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The thing I can think of is you probably clear out your browser history, your um cache and cookies on your computer, but I can definitely send a request for a representative to call you back to try to assist with setting up on the online service center. In the meantime, as far as a claim submission, you can mail it or fax it to our office.
[CUSTOMER][NEUTRAL] OK let me see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] review.
[CUSTOMER][NEUTRAL] the people.
[CUSTOMER][NEUTRAL] Yeah, I, it's the thing about it um, you know, it hit me hard, so I'm like in need for it to be done as soon as possible so that's why I rather, I had wanted to upload it. And I also sent it to the to the, I sent it to the broker on Friday. I don't know why he haven't sent it in to you guys yet. That I can create conditions that people cause I sent it to him.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Yeah, because I don't show any claims have been been received.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Oh the first video that we have.
[CUSTOMER][NEGATIVE] Yeah, so I did it here, it still did the same thing. It gave me the error.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can send a request for a representative to, um,
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Give you a call back.
[CUSTOMER][NEUTRAL] And I, and I, this is the 2nd. I've been, they've been waiting all day because I made this same call 9 something this morning. No one has called me back yet. I just decided like, OK, this is the end of the day no one's called me, so let me try it again. And something that is needed.
[AGENT][NEUTRAL] I understand, but uh let me see.
[AGENT][NEUTRAL] Today the [PII].
[CUSTOMER][NEUTRAL] In the big huge compared to [PII], it's uh 6065 times larger than [PII]. The population is uh 9 times bigger. Iranian people are not and then.
[AGENT][NEGATIVE] Uh, usually, it takes about 24 hours for a callback, unfortunately.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh [PII], it's been new to this company. I hope that things get better with it cause this is a lot of, this is crazy.
[CUSTOMER][NEGATIVE] It's a lot of not good stuff already in the beginning. OK, well, hopefully someone, hopefully I can get this straightened out like this is frustrating. Like I have, I, I have the card. I have all that, but like I can't sign in into the portal.
[AGENT][NEUTRAL] I understand. Yes, ma'am. Like I said, um.
[CUSTOMER][POSITIVE] Be able to do stuff online myself. I don't get it. But I got all the information, the card and everything.
[CUSTOMER][NEUTRAL] The meaning.
[AGENT][NEUTRAL] Yes ma'am, I understand, uh, we're just having errors with our online service center they're still trying to fix after the upgrade but um I'll definitely send a request for someone to give you a call back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm back.