AccountId: 011433970860
ContactId: 5f38d316-bd47-4558-88b0-6bf2ddffe88d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534809 ms
Total Talk Time (AGENT): 253206 ms
Total Talk Time (CUSTOMER): 187313 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/5f38d316-bd47-4558-88b0-6bf2ddffe88d_20250127T17:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, uh, I've been trying to, um, file some what claims online, but every time I try to do it, um, it give me an error code instead to call you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, are you trying to create an account or is this when you're trying to upload the information?
[CUSTOMER][NEUTRAL] I'm trying to upload the information. I already have an account trying to do a well wellness claim.
[AGENT][NEUTRAL] OK, um, I, I can get your policy pulled up, but first let me ask, um, are you using a desktop or a laptop or are you using a mobile device?
[CUSTOMER][NEUTRAL] Oh, laptop.
[AGENT][NEUTRAL] You are using a laptop, OK, so I have to ask, um, because our website's really not compatible with mobile devices, um, OK, let's get your policy pulled up here. What was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh first name is [PII]. Last name is [PII]
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, let's see if it's on screen anywhere, um.
[AGENT][NEUTRAL] If not, if it's easier, I can start using your social.
[CUSTOMER][NEUTRAL] OK. Yeah, that might be easier. Um, whenever you're ready.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I'm ready.
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you, one moment.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] the port.
[AGENT][NEUTRAL] And [PII] is just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is through an organization.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying all of that. All right, and was this claim uh for you or for uh one of your dependents?
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Um, the dependent.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Which dependent was that for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] Cause it, uh, so last night, it allowed me to do one for myself and one for my daughter. And then whenever I try to do another one, which it has been him, um, it's been like, like, like kicking it back and so I try again right now and it's the same issue.
[AGENT][NEUTRAL] Let's see. Mhm.
[AGENT][NEUTRAL] What is the error saying exactly?
[CUSTOMER][NEGATIVE] Um, it just goes to a different screen and says like, um, there's an error, um, give us a call pretty much and there's like no, there's no code or anything like that, no, no.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Oh, doesn't offer anything else?
[AGENT][NEUTRAL] OK, well if it's just for a wellness benefit I can't imagine you're uploading a lot at once it's not a lot of files is it?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, it's not any problem at all. It's just just like the, the, the 4 screens that you guys, yeah.
[AGENT][NEUTRAL] OK. Just the claim form.
[AGENT][NEUTRAL] Got you. OK, OK, um, alright, let me go down the list. I'm sorry if this seems a bit, um, monotonous, but it does kind of help with specific issues. um, I know you said you're using a laptop, um, what browser are you using?
[CUSTOMER][NEUTRAL] No, no, you're fine.
[CUSTOMER][NEUTRAL] Um, right now I'm using, I believe Chrome, yes, Chrome.
[AGENT][NEUTRAL] OK, OK, Chrome is typically has the best support, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] For our website, so that's good. OK, so the only other thing I would recommend, did this just start today?
[CUSTOMER][NEUTRAL] Um, last night.
[AGENT][NEUTRAL] Last night, OK, OK, let's see, and I'm not I'm assuming your laptop's been shut off since then?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm, I'm, I'm even using a different one right right now, so yes, same issue with with a with a whole different laptop, yeah.
[AGENT][NEUTRAL] Oh, OK, I see. OK, perfect. All right, yeah, you went through all the steps. OK, give me just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. Bear with me just a moment.
[CUSTOMER][POSITIVE] And I'm gonna do right now actually that way I can get you the exact like issue that that's that's popping up.
[AGENT][NEUTRAL] Oh sure, yeah.
[CUSTOMER][NEUTRAL] All right, yeah, so now it says oops, there was an, there has been an error. Looks like we're experiencing tech difficulties, um, give us a call if this continues.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you check in and see, um, cause like I'm doing for my son, we have the same name, so maybe um it's it's popping an error because of I didn't want for myself already.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't let's see. Oh, I do see that we're excuse me, my goodness, we did receive a claim our claim information for you yesterday. Looks like that was just uploaded yesterday. OK, um, I don't imagine, um, because it does let you select, right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I don't, I don't believe that's the issue that is odd though, um, sometimes, and again I would say this if.
[AGENT][NEUTRAL] That you're using a different laptop most of the time, you know, you clear history and cache and all of that fun stuff, but if you're using a different laptop, then that doesn't really make sense. um OK, so.
[CUSTOMER][NEUTRAL] OK, now a question for you, actually. Um, so I'm looking um at my critical, um, my group critical illness, and I, I don't see him let's say as one of my dependents. So could I be part of it? I see him listed for the group accidents.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I guess I should have asked. I'm so sorry, which.
[AGENT][NEUTRAL] OK, yeah, I was looking at your accident policy. I'm sorry, I should have asked that, um, the claim that you're trying to upload for the dependent though, uh, that's is that accident as well or was that supposed to be critical illness?
[CUSTOMER][POSITIVE] No, no worries at all.
[CUSTOMER][NEUTRAL] Um, well, it, it, it, it doesn't give me the option, which I believe it, it goes under both of them, um, cause it looks like the last two for me and my daughter was listed for a group and critical illness, um, but, but I don't see his name listed at all under my, um, critical illness.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, yeah, you're right. He is not under your critical illness. Let's see.
[AGENT][NEUTRAL] Yeah, he's under your accident, but not under the critical illness. All right, give me just a moment here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, just needed to see um who you were with, um, so to get him added to the critical illness, that would be through your employer or your group rather, but we've got it as a Frankfurt fire protection, um, and so you would contact them to get him added.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. That's, that's no problem.
[AGENT][NEUTRAL] Yes, OK, and as for the issue that you're receiving the error that you're receiving, um, it's very possible that it is just technical issues um however I will go ahead and reach out to our uh support team um with this information as soon as I can get an update from them I can give you a call back.
[CUSTOMER][NEUTRAL] OK. So, I, I, yeah, I'm gonna assume uh it has to do it with him not being on my critical illness because I just did, um, the same information, same date and everything for my a different dependent and they went through no problem. So for that reason it it has must be something with him.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that might be, yeah, they're not seeing him. That's definitely possible. OK, so would you prefer, do you still want me to go ahead and reach out to support or did you wanna wait until he's added to your critical illness?
[CUSTOMER][NEUTRAL] No, yeah, it, it, it, it's fine. I, I, I, I, I can, I can call my, um, our rep whatever and then I'll have her, um, um, add him to it.
[AGENT][POSITIVE] OK, and definitely give us a call back if it's still giving you hiccups, OK?
[CUSTOMER][POSITIVE] OK perfect thanks so much.
[AGENT][NEUTRAL] Alright, yeah, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] All right well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Oh you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.