AccountId: 011433970860
ContactId: 559acb96-d70d-4c18-928e-2628df9e997d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291720 ms
Total Talk Time (AGENT): 68701 ms
Total Talk Time (CUSTOMER): 118059 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/559acb96-d70d-4c18-928e-2628df9e997d_20250613T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm going on the website because I wanted to check claim that was completed, and I see that you've changed the website, and I don't know how to like go find the claim that's been completed.
[AGENT][NEUTRAL] OK. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Um, sure.
[CUSTOMER][NEUTRAL] I don't even know how to do it here either. I used to know how to do all this.
[CUSTOMER][NEUTRAL] Hold on, I have to find my card.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK, and can I get your first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then can you verify your address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so you're, we have a new website which you'll have to create your OSC account over again.
[CUSTOMER][NEUTRAL] I did that already. um, now I'm at a home page it says products claim support training.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you see dashboard?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And what side are you on?
[CUSTOMER][NEUTRAL] Um, it says [PII]. [PII]. That's where it brought me to after I signed in.
[AGENT][NEUTRAL] Um, it it should be [PII].
[CUSTOMER][NEUTRAL] OK, let me log out and try it again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK, now it brings me up to the dashboard.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] It's asking me to.
[CUSTOMER][NEUTRAL] My text messages, but I already, you already text me with messages, so I'm just, I skip that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then on the dashboard.
[CUSTOMER][NEUTRAL] It just says renting car inactive and then it says would you like to to review the coverage details of the policy or do you have uh do you need access to your ID card?
[AGENT][NEUTRAL] And then on the right side, does it say start a claim?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and you're needing to file a claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't wanna file a claim. I wanna see, uh, the claim was a claim was processed already.
[CUSTOMER][NEUTRAL] And I wanna see what claim was processed and completed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you should be able to, let me see what the claim information is.
[AGENT][NEUTRAL] Um, so if you go under my policy.
[AGENT][NEUTRAL] So which is under the dashboard, yeah.
[CUSTOMER][NEUTRAL] OK, on the left.
[CUSTOMER][NEUTRAL] Yeah. Oh, I see it.
[AGENT][NEUTRAL] Yeah, now give it some time. It will, will take a little bit to load based on how many claims you have loaded in the system, so it might, it might take a few minutes, um, and we're working on improving that speed, but um just give it a little time. It might spin for a bit and then all the claims should pop up.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] So I have as of oh it tells you the claim number here and everyone's names.
[CUSTOMER][NEUTRAL] OK, yeah, and I see it like spinning.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with today, Mrs. [PII]?
[CUSTOMER][POSITIVE] No, that was, that was it. Have a great day.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks bye bye.