AccountId: 011433970860
ContactId: 42590417-aed2-4b78-8b00-a0e98e6c1df3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221199 ms
Total Talk Time (AGENT): 115341 ms
Total Talk Time (CUSTOMER): 67055 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/42590417-aed2-4b78-8b00-a0e98e6c1df3_20250402T12:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Good morning. I was trying to file a claim online, but it's, I did like 3 times last night and 1 time this morning, but it seems like it's not going through.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so you're the insured and you're trying to file a claim online but you're getting an error message?
[CUSTOMER][NEGATIVE] Yes, whenever I click the um the part about doing the signature, I click save and hit submit like it it's just a spin. It don't do anything.
[AGENT][NEUTRAL] Yes, ma'am. Well, I
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so yes ma'am. Well, I can try and help you with this, um, and who am I speaking with please?
[CUSTOMER][NEUTRAL] Sit your sellers.
[AGENT][NEUTRAL] And Ms. [PII], what's a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and your policy number please?
[CUSTOMER][NEUTRAL] Um, 025.
[CUSTOMER][NEUTRAL] 21734
[AGENT][NEUTRAL] OK, thank you. Give me a moment to get your information pulled up please.
[CUSTOMER][NEUTRAL] Information.
[AGENT][NEUTRAL] And the sellers, I will need to verify several things with you first for security and also any information that I would provide would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have for you is the same as the one you gave me so again that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much. Now Miss [PII]'s first question is, are you uploading your information from a computer or are you trying to file it on your via your cell phone?
[CUSTOMER][NEUTRAL] I did it both, I did it both ways.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] And it still didn't do it.
[AGENT][NEUTRAL] OK, so has anyone ever emailed you the user guide for the portal that gives you some more detailed information on like the type of files that you can upload and the size of files?
[CUSTOMER][POSITIVE] I've done, I've done it before. I've done it last year with no problem.
[AGENT][NEUTRAL] OK, so do you have multiple different types of documents like there's some PDF and some word are they different files are they?
[CUSTOMER][NEGATIVE] OK, well, it didn't even let me get to the point to it's a document. It didn't even let me get to the point to upload a document.
[CUSTOMER][NEGATIVE] When I put the information in to file a claim, that started spinning. It didn't, it didn't ask you for a document to upload a document.
[AGENT][NEUTRAL] OK, so it's not letting you get as far as even uploading a file?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and what browser window are you using?
[AGENT][NEUTRAL] Are you using Google Chrome?
[CUSTOMER][NEUTRAL] Uh, I was yeah, I use Google.
[AGENT][NEUTRAL] OK, so let's see, just a moment.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Maybe
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I file it now or do I have to go back to it again?
[AGENT][NEUTRAL] When you say file it now, you mean over the phone verbally?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] No, ma'am, we cannot accept that. Now, if you're still having trouble and not able to upload it, the next best way.
[CUSTOMER][NEUTRAL] I'm