AccountId: 011433970860
ContactId: 5158d458-3580-49b3-a755-00bee919f5bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307019 ms
Total Talk Time (AGENT): 100595 ms
Total Talk Time (CUSTOMER): 134810 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/5158d458-3580-49b3-a755-00bee919f5bb_20250612T13:07_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to upload my files and I'm in in the system, but uh since I changed it, how do we upload the files?
[AGENT][NEUTRAL] OK, um, let me go.
[CUSTOMER][NEUTRAL] Do we go to the claim file?
[AGENT][NEUTRAL] Um, yes, it says start, start your claim.
[AGENT][NEUTRAL] Did you click on that?
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It should be a green button.
[CUSTOMER][NEUTRAL] How long
[CUSTOMER][POSITIVE] Oh, you, you, I think you're in and out kind they see it right there.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] Next step.
[CUSTOMER][POSITIVE] Um, [PII], you think we got it honey? I think we got it now.
[AGENT][NEUTRAL] Ms. [PII], is there anything else?
[CUSTOMER][NEUTRAL] I think we found out how to do it.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, I was trying to see because we had, well we have um faxed some files on 66 but y'all say y'all didn't get them, so we're uploading them.
[AGENT][NEUTRAL] Oh yeah, OK, yeah.
[CUSTOMER][NEUTRAL] Can you see if y'all did get them?
[AGENT][NEUTRAL] I can check your account and see if we see him once you get put him in.
[CUSTOMER][NEUTRAL] OK, well, um, OK, well she's getting ready to put them in.
[AGENT][NEUTRAL] OK, um, may I have a call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] She got them.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you want me to check the policy and see if we got the ones to send?
[CUSTOMER][NEUTRAL] The ones that I faxed in, you can see if you got them. I called, they said they hadn't got them.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, what is?
[CUSTOMER][NEUTRAL] We faxed them on, on 66.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] OK, 02
[CUSTOMER][NEUTRAL] 000335
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for security, may I have the date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Um, [PII] here in [PII].
[AGENT][NEUTRAL] Alright thank you. What's the email address?
[AGENT][NEUTRAL] Mm, yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. No, we have not received that fax as of today.
[CUSTOMER][NEUTRAL] OK, well we're well we're um uploading the files now.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Is, is there anything else I'm gonna help you with today, or do you want me to wait to make sure they come in?
[CUSTOMER][NEUTRAL] OK, yeah, can you wait just a minute to make sure.
[AGENT][POSITIVE] Yes, sure, yes.
[CUSTOMER][NEUTRAL] You know poker
[CUSTOMER][NEUTRAL] They this system changed the whole lot from the last time.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, this new system changed a lot.
[AGENT][POSITIVE] Yes, yes, so we upgraded it.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Mhm, yeah, cause I know they say people was having trouble at first we try to download them but it was, I had to redo everything that I had already did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, mhm, yeah, everybody had to do their accounts again.
[CUSTOMER][NEUTRAL] Was y'all having problems with the last one or what?
[AGENT][MIXED] Um, no, but it was not as detailed as this one and it was not as friendly as this one. This one has a lot more information and it's easier to use.
[CUSTOMER][NEUTRAL] I don't know if it's easy to use.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know about that one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Cause it's, it's still spinning out, honey.
[CUSTOMER][NEUTRAL] You still saying submitting.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] I think it's gonna be a lot easier once we get used to it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you say download?
[CUSTOMER][NEUTRAL] Oh yeah, like the little confirmation number down on that one.
[CUSTOMER][NEUTRAL] The OSC what they say.
[CUSTOMER][NEUTRAL] About G on print.
[CUSTOMER][NEUTRAL] I got it. Can you see if you got that? What we just sent in.
[AGENT][NEUTRAL] Mhm. Yes, it is here. Yes.
[CUSTOMER][NEUTRAL] Oh, OK, is that OK.
[AGENT][NEUTRAL] It is here.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am. She said she got it.
[CUSTOMER][NEUTRAL] OK, so how many days it take before they reviewed it? It's all kind of.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It's 7 to 10 business days for any process.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right, you have a good day and thank you for calling APM. You're welcome. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Mhm.