AccountId: 011433970860
ContactId: 55dddcc2-29f3-4157-a6bb-58b2508465eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350440 ms
Total Talk Time (AGENT): 114185 ms
Total Talk Time (CUSTOMER): 128457 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/55dddcc2-29f3-4157-a6bb-58b2508465eb_20250227T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was trying to, uh, submit a short term disability claim online and it's not pushing it through, which I'm just getting stuck on the submit screen and then it's timing out. I've done it a couple times I tried it yesterday too.
[AGENT][NEUTRAL] OK. I will, um, let me pull up your policy and see if that we're having issues. You may have to um fax it in. So, let me get your name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], can I have a callback number, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And your policy number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 222
[CUSTOMER][NEUTRAL] 1083
[AGENT][NEUTRAL] Can you verify your date of birth, address, and email address, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Um, I moved, so I'm not sure if it's gonna have my updated address, but, uh, is it [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, it's [PII] then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then uh my email address is [PII].
[AGENT][POSITIVE] Hi [PII], thank you so much for verifying that information.
[AGENT][NEUTRAL] Uh, one moment while I take, um, make a call and see if we're having any issues and, um, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] That means you, I know.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You are.
[AGENT][NEUTRAL] Um, just one moment again.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on uh Cancer cue. Oh, do you know if the OSC is having issues cause I know yesterday someone said they couldn't upload a claim and then I just on a call right now. I got somebody on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And they're having issues uploading claims.
[CUSTOMER][NEUTRAL] No, nobody said anything. Let me see if there's been any uh tickets put in.
[CUSTOMER][NEUTRAL] No, usually when they call and they can't do it. I tell them they have to fax it or mail it. That's only.
[AGENT][NEUTRAL] That's what I was, that's what I was ready to tell her. I just wanted to double check. OK, thank you.
[CUSTOMER][NEUTRAL] No, um, let me check one more thing. Let me go to the admin side and just pull up the customer and see what.
[CUSTOMER][NEUTRAL] If it'll populate sometimes.
[CUSTOMER][NEUTRAL] I haven't gotten any calls about it yet, but that doesn't mean it's not a problem. Sometimes it's the software they're using.
[CUSTOMER][NEUTRAL] They have to be on Google. I think that.
[CUSTOMER][NEGATIVE] What's that other one, Foxfire? That one doesn't work too good. I think they have to have Chrome to be able to get it to work.
[AGENT][NEUTRAL] Oh, OK. Let me go back to her and find out what she's using.
[CUSTOMER][NEUTRAL] So maybe
[CUSTOMER][NEUTRAL] Yeah, and see if you can try Chrome and if it still don't work then yeah that's the only other alternative but alright [PII], let me know if you need anything else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] OK, bye bye.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Are you using Chrome, Google Chrome?
[CUSTOMER][NEUTRAL] I've used Chrome and Edge. I've tried them both.
[AGENT][POSITIVE] OK. OK. So we have not, I've I was calling customer service just to find out and we have not had any um issues and everything is functioning. We haven't had any calls, you know, besides your stating.
[AGENT][NEGATIVE] Um, that they couldn't upload.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] So the um you can fax it in. The fax number is on the um bottom of the claim form.
[CUSTOMER][NEUTRAL] Yeah, I can
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the [PII] or you can mail it, but the quicker, you know, the faxes.
[CUSTOMER][NEUTRAL] I will do that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Got it, yeah, I'll, I'll get the faxed over today then.
[AGENT][NEUTRAL] Is there anything else?
[AGENT][POSITIVE] [PII], can I help you with today? All right, thank you so much for calling APL. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] That is all.
[CUSTOMER][NEUTRAL] That's all.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.