AccountId: 011433970860
ContactId: 60c17a07-b171-44fc-8ce4-3573ad9c98b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521270 ms
Total Talk Time (AGENT): 219267 ms
Total Talk Time (CUSTOMER): 168789 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/60c17a07-b171-44fc-8ce4-3573ad9c98b1_20250310T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I'm calling, uh.
[CUSTOMER][NEUTRAL] About my benefit claim.
[CUSTOMER][NEUTRAL] OK, I talked with, I, I talked with the other lady just now and she, and uh I sent in my, my cream.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] A few minutes ago again, so I want you to please check and see if it's all correct, like you said that it was not opening.
[CUSTOMER][NEGATIVE] It was too big.
[CUSTOMER][NEUTRAL] But her her system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] I want you to please check and see if it's normal size now.
[AGENT][NEUTRAL] OK. All right, [PII], um, can I please get your policy number so that we can check your claim for you?
[CUSTOMER][NEUTRAL] OK, my policy number is
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 432636.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then can you verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, my email address is
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And my, my.
[CUSTOMER][NEUTRAL] My home address is [PII]. ZIP is [PII].
[AGENT][NEUTRAL] Thank you. And then one last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And if we get disconnected, is that a good callback number?
[CUSTOMER][NEUTRAL] Yeah, that's the callback number.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] OK, so you had called earlier and you were advised that because you sent it on your cell phone, it wasn't the right size so you resent it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, when you resent it, did you use a laptop?
[AGENT][NEUTRAL] Or a computer?
[CUSTOMER][NEUTRAL] I did it on my laptop.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, let me look real quick, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you send it through the online service center?
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] Did you get a confirmation back that it came through?
[CUSTOMER][NEUTRAL] Yes, it came true, but it was too large. It was not opening, so.
[CUSTOMER][NEUTRAL] I send it then from the laptop. No, that's why I'm calling on to see if it, if it's any better.
[AGENT][NEUTRAL] OK, and you sent it today from your laptop?
[CUSTOMER][NEUTRAL] Just, just a 2, yes, today, today I already sent it 3 times. I send it 2 times for my.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] From my phone and then uh I let my daughter load it down from the laptop and send it.
[AGENT][NEUTRAL] OK, so when you sent it through the online service there from your laptop today, did you get a confirmation number back that we have received it?
[CUSTOMER][NEGATIVE] Yes. No, no, no, no, no, no.
[AGENT][NEUTRAL] You did.
[AGENT][NEUTRAL] No, OK, because I'm showing, mhm, go ahead.
[CUSTOMER][NEUTRAL] But I talked to.
[CUSTOMER][NEUTRAL] I, I spoke, I spoke with the lady and she told me that she received it.
[CUSTOMER][NEGATIVE] I had her on the line there for a few minutes. She says she received it, but she could not.
[CUSTOMER][NEGATIVE] Get it to minimize because it's too large. You can't see all of the all of the page.
[AGENT][NEUTRAL] OK, alright, let me see what's going on here.
[AGENT][NEUTRAL] OK, so you, you sent it today from the online service center by laptop, is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Because I'm not showing that we have received it today. I'm showing that the last time it was reported was on [PII].
[CUSTOMER][NEUTRAL] I just, I just sent it 3 times but then.
[CUSTOMER][POSITIVE] Free time already.
[AGENT][NEUTRAL] And you
[AGENT][NEUTRAL] And when you sent it through the laptop, did you get a confirmation number today?
[CUSTOMER][NEUTRAL] No, no, no, I just, I just send it to the laptop.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] So that's the last time.
[AGENT][NEUTRAL] When we
[CUSTOMER][NEUTRAL] But then I send it, then I.
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] When we when we receive it through the online service center on the laptop, when we get it we send you a confirmation number letting you know that we have received it.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] But I don't show that we have received it today, so you'll need to try again and make sure you get that confirmation number.
[CUSTOMER][NEGATIVE] But when I, when I speak to the lady on the phone just a few minutes ago, she said she received it, but she can't get it.
[CUSTOMER][NEUTRAL] So, so minimize because it's coming in too large.
[AGENT][NEUTRAL] Right, so you sent it again, you said.
[CUSTOMER][NEUTRAL] Yeah, I said it while he was on the phone together.
[CUSTOMER][NEGATIVE] I resend it and she said she got it, but it's too large. She can't get it to minimize.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me see who you spoke to.
[AGENT][NEUTRAL] OK, I'm
[AGENT][NEUTRAL] Looking at it right now and you send it through the online service center by a laptop I'm not showing a confirmation number where we have received it that you sent it again um.
[AGENT][NEUTRAL] I'm showing that the last one that we got was [PII], so you'll need to send it again and get a confirmation number that shows that it came through today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] If not, if not, I can have it. I, I, I can have to try and set it by fax because this, it's a pure foolish just like this man.
[AGENT][NEUTRAL] So try
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes, we have fax and we also have a way to mail it too if you, if you want to mail it. Do you have the mailing address?
[CUSTOMER][NEUTRAL] Yes, yes, I have the mailing address.
[AGENT][NEUTRAL] Do you have the fax number?
[CUSTOMER][POSITIVE] I think, yeah, I think I got the information.
[AGENT][POSITIVE] Good, good. OK.
[CUSTOMER][NEUTRAL] Yeah, I think I got the information a few days ago.
[AGENT][NEUTRAL] Yeah, try again and see if you get a confirmation number that says we have received it.
[AGENT][NEUTRAL] And then you'll know that it came through. If that doesn't happen, if you don't get a confirmation number, then we don't have it yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, alright, thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, I think that'd be all for now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, good luck sending it again. Bye-bye. You take care and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK then. Bye.
[CUSTOMER][NEUTRAL] OK. Bye.
[CUSTOMER][NEUTRAL] You too.