AccountId: 011433970860
ContactId: 384f60ce-c702-4a59-8781-fdfc738411e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 491989 ms
Total Talk Time (AGENT): 145390 ms
Total Talk Time (CUSTOMER): 303340 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/384f60ce-c702-4a59-8781-fdfc738411e5_20250513T19:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Oh hi, [PII]. How are you? Um,
[AGENT][POSITIVE] Hi, I'm good. Thank you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, I'm having problems trying to upload documents. I've been, I've been trying for.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] A few days already. I tried different uh um.
[CUSTOMER][NEGATIVE] Different, uh, cameras to take the pictures, it's just not, it's not working, um.
[CUSTOMER][NEUTRAL] It'll, it'll just, I hit, I load all the pictures of the images and I hit submit and it stays on submitting.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, forever and either it'll either it'll kick me out and say my session expired or it'll say um oops there's been an error looks like we're experiencing technical difficulties.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh and to call this number that I called.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please contact customer service.
[AGENT][NEUTRAL] May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And may I
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Yeah, go ahead with the callback number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Of course
[CUSTOMER][NEUTRAL] Um, 02570837.
[AGENT][NEUTRAL] And for security, may I have your mailing um the date of birth, mailing address and email address, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Email you said you asked?
[AGENT][NEUTRAL] Mailing address and email address. Mhm.
[CUSTOMER][NEUTRAL] OK, uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, and the email is uh my [PII], so [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And Mr. [PII], are you using a phone, a desktop, laptop? What type of um device you're using?
[CUSTOMER][NEUTRAL] OK, so the first time I tried it, I, I tried doing it straight from the phone and I, I, they had sent me the, the email on how to do it and I read it, but I forgot it. So I called back and the the person I spoke to said, oh you can't use the phone and I was like, oh yes, I remember reading that now that you say that. So what I did is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I um transferred the pictures from the phone onto my uh desktop and then I tried uploading from there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, what's
[CUSTOMER][NEUTRAL] So the, the phone that I used.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The phone that I used to take the pictures is a is a iPhone, and I know it takes it in a format that you guys don't uh doesn't work with you.
[CUSTOMER][NEUTRAL] So I changed.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The pictures to JPEG.
[CUSTOMER][NEGATIVE] Tried uploading didn't work. So I was like, OK, maybe um it since it was in the HEIC or whatever format.
[CUSTOMER][NEGATIVE] The stupid iPhone users?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me try from my Android phone that I know does it in JPEG.
[CUSTOMER][NEUTRAL] And that's what I did. I took pictures, new pictures with a completely different phone. I, I transferred them onto my desktop.
[CUSTOMER][NEUTRAL] The original pictures in JPEG format. I transferred it to desktop. I uploaded it or I tried to upload it to your site and it does the same thing.
[AGENT][NEUTRAL] OK, so it seems that it the the the document is too large based on what is telling you as an error and what's doing since it's kicking you out.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I know there's a 20 megabyte limit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the actual, if you add up all the files, it came out to 17 something I forgot the total I could tell you exactly if you want.
[CUSTOMER][NEUTRAL] But it was 17 something megabytes.
[CUSTOMER][NEUTRAL] Under the 20 megabyte limit.
[AGENT][NEUTRAL] Have you tried sending them separately?
[CUSTOMER][NEUTRAL] No, I thought I had to do them all at once.
[AGENT][NEUTRAL] No, you can do it one by one and we put it together here in one claim.
[CUSTOMER][NEUTRAL] No, no, oh, OK, hold on, hold on, hold on, let me, let me rephrase that, let me rephrase that, hold on, because I'm on the web page now, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK, file a claim, right?
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEGATIVE] Oh damn.
[CUSTOMER][NEUTRAL] Sorry, hold on.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] kick me off for whatever reason, OK.
[CUSTOMER][NEUTRAL] Uh, my, I put my name on the claimant. I put next.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm on step 2, upload document, OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now here,
[CUSTOMER][NEUTRAL] Um, hold on, I, I thought I, OK, let me, I'll just repeat the steps that I do, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So on the bottom it says select files, right?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] So I, I put um.
[CUSTOMER][NEUTRAL] Hold on, here we go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][POSITIVE] This is number one, OK.
[CUSTOMER][NEUTRAL] I have a total of 8 pictures, O[PII]?
[AGENT][NEUTRAL] OK. Can you send one.
[CUSTOMER][NEUTRAL] So right now, I, I said.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Can you just go ahead and try to send one? Can you try, try to send one picture.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Yeah, of course.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I hit submit
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And submitting
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I thought I, I read somewhere that it said that I had to, like, OK, that one went through.
[AGENT][MIXED] OK, perfect. So that means, yeah, the, the, the file was too large.
[AGENT][NEUTRAL] Um, so if you can just, um, either send it one by one or just divide it into 22 by like 2 or 3 or just half or yeah, that will work better.
[CUSTOMER][NEUTRAL] Even
[CUSTOMER][POSITIVE] No, no, no, I'm gonna do one by one. I'm gonna do one by one because this works right away.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, that's perfect. All right.
[CUSTOMER][POSITIVE] It worked right away, so.
[CUSTOMER][NEUTRAL] Because I, I'm telling you this, it was instant you want, you saw, I, I, I told you, oh my God, I went to, um, because before I was.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah, I see it here.
[CUSTOMER][NEUTRAL] It would stay there for for half an hour or whatever.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Alright, fine, um, I'll do it. I'll do it one by one. It's only 8, so it's not too bad. If it was 100 then.
[AGENT][NEUTRAL] OK. Yeah, and we
[AGENT][NEUTRAL] Yeah, and then we can put it here together. It's like you're not gonna see 8 claims, you're gonna see 1 claim, OK?
[CUSTOMER][NEUTRAL] OK, that, that's what I thought it was because I thought it, it had to be all together so it's just one claim, not.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Different claims or whatever there you go. 2nd 1 went through.
[AGENT][NEUTRAL] Got you. Mhm.
[CUSTOMER][NEUTRAL] OK, alright, so, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm assuming you speak Spanish?
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] All right, we'll check it out here. The echo.
[AGENT][NEUTRAL] Then when I.
[AGENT][NEUTRAL] I'm going for my, can I say this? No? OK.
[CUSTOMER][NEUTRAL] No, no, uh, no, my, no, yeah, Clara to to.
[AGENT][POSITIVE] B, OK, when you're welcome. Have a good day.
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] Thank you.