AccountId: 011433970860
ContactId: 31059491-8c47-4e11-bc1f-e634210ccb0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383940 ms
Total Talk Time (AGENT): 154327 ms
Total Talk Time (CUSTOMER): 212940 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/31059491-8c47-4e11-bc1f-e634210ccb0f_20250110T22:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, this is [PII]. Uh, I called the other day and got some instructions on how to file a claim, so I've been doing it online and I've got everything uploaded and everything, but it's not going through when I hit submit. It says submitting and it waits and waits and waits and it still never goes through.
[CUSTOMER][NEUTRAL] Yeah, are you're having some issues with the website maybe?
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] Um, not that I know of. Uh.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] Can I please get your callback number just in case our call gets disconnected I'll be able to call you back.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] 983.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] OK. It's an intensive care policy and I do not have my number available. well just take, if I
[CUSTOMER][NEUTRAL] Let me see if I can do this without losing everything.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am. I can look it up with your social security number.
[CUSTOMER][NEUTRAL] Uh, here it is.
[CUSTOMER][NEUTRAL] OK, here it is. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull that in.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII] phone number should be [PII].
[AGENT][NEUTRAL] OK, and then one last verification, your email address, please?
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII] I appreciate you verifying your policy for me um so you're on the online service center now and it's just spinning?
[AGENT][NEUTRAL] Is that what you said?
[CUSTOMER][NEGATIVE] It just, well, it says submitting and it's just, it's, it goes blank and it just says submitting and I've done it and when I go back, it I have to go in and upload the files again. And I, and it is less than 20 megabytes of files. It's like 11 something. I told her that to make sure.
[AGENT][NEUTRAL] Oh my. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, uh are you using a.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Desktop computer.
[CUSTOMER][NEUTRAL] Laptop
[AGENT][NEUTRAL] OK. Sometimes when you use a laptop or a cell phone, it, it does stuff like that. So I would suggest filing it with a desktop computer.
[CUSTOMER][NEUTRAL] OK, I don't have a desktop. The laptop is all I have. And it operates like, it's not a pad, it's like this, it's a laptop. It's actually a full computer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, I understand, uh, and it, it just, it, it has quirk sometimes as far as what kind of device you can use because of the security features on the site, uh, if, if you would like, if you can get to a fax machine, we take them by fax also.
[AGENT][NEUTRAL] And we also take them by mail.
[CUSTOMER][NEUTRAL] OK, that might be easier.
[AGENT][NEUTRAL] Yeah, you just stick it in the fax machine and.
[CUSTOMER][NEUTRAL] OK, is it, do I need to the.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I can, I can get to a fax machine not today, but I can next week and do it. Uh, just a second, let me write this thing. Yes, if you can, is there a claim form I can fill out and then just, uh, fax it cause I've got the paperwork with it too. So I may be easier cause I, I'm having to take pictures and send my pictures.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, the claim
[AGENT][NEUTRAL] Right, you'll just
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I understand.
[CUSTOMER][NEUTRAL] OK, tell me what I need to do. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 9
[AGENT][NEUTRAL] Yes, 942-3.
[CUSTOMER][NEUTRAL] 942 [PII]
[AGENT][NEUTRAL] Yes, and then on our website at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll you can click on claims and forms.
[AGENT][POSITIVE] And you'll be able to download the form from the website and just and you can actually fill it in that way too and then just print it off and send it in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, sometimes that's easier than trying to get all this, although they did send me the 14 page itemized bill, but but.
[AGENT][POSITIVE] Oh wow, oh wow.
[CUSTOMER][POSITIVE] Yeah, well, that's one of the joys of having being in cardiac intensive care is I had treble bypass surgery. OK. So,
[AGENT][NEUTRAL] That's a big one.
[AGENT][NEUTRAL] Oh my word. OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm 2 months out and I'm about 10% back to normal, so.
[AGENT][POSITIVE] Well, I'm glad
[AGENT][POSITIVE] Well, good. I'm glad you're doing good.
[CUSTOMER][NEUTRAL] So anyhow, but it's um.
[CUSTOMER][NEUTRAL] I was like, shoot, I'm gonna file on this policy I've had since [PII].
[CUSTOMER][NEUTRAL] I said I've had that a long time. I know I had it before I, we moved school, so that was [PII]. So, so I.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][POSITIVE] So you know, that's one of the, the things I said, yeah, I was doing something I said, hey, I have an intensive care care policy. I spent 8 days in intensive care. So, OK, so I want that and I have a letter from the surgeon that I was in intensive care all those days too, as well as the itemized bill. All right, well, thank you for your help. I'll probably get this taken care of. All right, have a good day.
[AGENT][POSITIVE] Yes, yes. Definitely use it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK. You too, Ms. [PII]. You have a good weekend. Thanks for calling APL.
[CUSTOMER][POSITIVE] Oh, thank you. All right. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.