AccountId: 011433970860
ContactId: 42621d6b-78be-4a19-81ba-71c7275b7a4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 632820 ms
Total Talk Time (AGENT): 192754 ms
Total Talk Time (CUSTOMER): 99189 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/2025/03/26/42621d6b-78be-4a19-81ba-71c7275b7a4f_20250326T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I'm trying to submit a claim online. I've been doing it now for 4 days, um, it'll sit there and say submitting for like 10-15 minutes and then it'll say oops, there's a problem.
[AGENT][NEUTRAL] OK, alright, I can help you with your claim. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my number at work is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Um, let's see, it is 2323469.
[AGENT][NEUTRAL] OK, let me pull that policy up for us real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address and email address and phone number that we have on the policy?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And then the is it the phone number next?
[AGENT][NEUTRAL] Yes, you can do the phone number next that we have on the policy.
[CUSTOMER][NEUTRAL] OK, um, OK, then my cell number is [PII].
[AGENT][NEUTRAL] And then one last verification, can you give me your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK thank you I appreciate you verifying that information and the claim that you're trying to submit, is it for yourself?
[CUSTOMER][NEUTRAL] Oh, it's for my daughter [PII].
[AGENT][NEUTRAL] OK, let me look and see if we've gotten anything.
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you using, what kind of device are you using to submit the claim?
[CUSTOMER][NEUTRAL] Um, that just the regular computer.
[AGENT][NEUTRAL] A regular computer. OK, let me go into the online service center and see if I can, it might be that you have to get completely out of it and then resubmit it. Have you tried to do that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I've, yeah, cause I've been actually doing it since last Thursday.
[AGENT][NEUTRAL] OK. All right. Let me um pull up.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I'm gonna look and see if there we could get some further help on it um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's do some troubleshooting.
[AGENT][NEUTRAL] OK, what I'm gonna need to do is I'm gonna um.
[AGENT][NEUTRAL] Send an email to our IT department to give you a call back and help you since it's just spinning on you and it's not um accepting the claim to see if they can go in there and if there's something further that they can do to be able to help you get that claim submitted uh it's gonna be a brief hold while yes ma'am it's gonna be a brief hold while I get that email together for them so I'm gonna put you on a quick hold OK?
[CUSTOMER][POSITIVE] Oh, perfect. OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] All right, thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Real quick before I send this email I want to uh make sure that I um.
[AGENT][NEUTRAL] Uh, let them know what kind of site are you you're using. Are you using Google Chrome, Edge or Safari?
[CUSTOMER][NEUTRAL] Um, it looks like Google.
[AGENT][NEUTRAL] OK, so the site supports Google Chrome.
[AGENT][NEUTRAL] Does it say Chrome on there?
[CUSTOMER][NEUTRAL] Um, let me see. I have like the little.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Where would I, uh, yeah, there is Google Chrome.
[AGENT][NEUTRAL] OK good we wanted to make sure that we had the right site. OK, so it's gonna be a quick hold. I'm gonna go ahead and send that email here in just a sec.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII], when they call you back, would you like for them to call you back on your cell phone that we have on file for you? It, it, you'll get a call within 24 hours, so I wanted to check just in case you weren't at work when they called.
[CUSTOMER][NEUTRAL] Oh, you know what, um, probably the cell phone then, the, the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Let me put that in [PII]. OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What type of claim are you filing or, uh, which policy?
[CUSTOMER][NEUTRAL] The hospital identity.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's going to be um within 24 hours we will return your call.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] If you can just hang tight until we can call you back and we'll tell you what the next steps are.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][POSITIVE] OK, you're very welcome you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.