AccountId: 011433970860
ContactId: 365b7f45-2627-4dc4-8a26-add8bdbe0b92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97010 ms
Total Talk Time (AGENT): 54979 ms
Total Talk Time (CUSTOMER): 50850 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/365b7f45-2627-4dc4-8a26-add8bdbe0b92_20250506T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], how are you doing?
[AGENT][POSITIVE] Hi, Ms. [PII]. I'm good. How are you, dear?
[CUSTOMER][NEUTRAL] I'm great, thanks for asking, Ms. [PII]. I have an insured on the phone. She says she's calling because she's, she called to check the status of the claim, but then she said she went online to the online website for the insured to check the claim, but when she clicked on the claim number, it's saying there's an error, call customer service.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] OK, she's trying to look at a claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So what you're saying, OK, she's gonna need to go to the care team. We can't see any customer service. We cannot see any kind of, any kind of claim information. Yeah, we can't see anything, right? I can see that oh I mean I can go, I can get her back on her online account but I can't see any of her information.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Online and her online account?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's on there, but she's saying she is saying something about an error. Like I gave her the claim status information, but she wanted some assistance with her online account.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Is she having trouble getting into the online is that what you're saying?
[CUSTOMER][NEGATIVE] Mm mm, no, she's able to log in, but once she clicked on the claim number it says error has occurred. Oops, error has occurred.
[AGENT][NEUTRAL] Or, mm mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's to me that's gonna be care team because they assist now with the uh claims they handle all claims information customer service cannot see claims information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Due to hip, we're not allowed to.
[CUSTOMER][NEUTRAL] Alrighty, so I'll let her know.
[AGENT][NEUTRAL] OK, dear, I'm sorry, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No worries. Thank you. Have a good day.
[AGENT][POSITIVE] All right. Thank you, dear. You too. Bye.