AccountId: 011433970860
ContactId: 661480d6-2779-407d-a3b7-90542d3b6b31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376070 ms
Total Talk Time (AGENT): 114933 ms
Total Talk Time (CUSTOMER): 142003 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/661480d6-2779-407d-a3b7-90542d3b6b31_20250618T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling in reference to um some claims that I submitted online.
[CUSTOMER][NEUTRAL] Um, I submitted them on Monday.
[CUSTOMER][NEGATIVE] Um, but this new website that, um, I guess a new platform for the website, it doesn't say anything, just says pending, it doesn't have my name, it just says date received, it doesn't, it doesn't, it doesn't give you a confirmation number. It doesn't, it doesn't do anything. It's just like, so I don't know if I don't know if it's actually received or not because there's no confirmation attached to it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I can check on those for you.
[AGENT][NEUTRAL] I can check on those for you. Um, yeah, that shouldn't happen. Um, I would also try and refresh your browser history whenever you can, um, clearing all of your browser history and deleting all of that data. Um, but who am I speaking with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] And what's a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have your policy number with you?
[CUSTOMER][NEUTRAL] Uh yes, it is.
[CUSTOMER][NEUTRAL] 0250.
[CUSTOMER][NEUTRAL] 2444.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Money, can you get that that it's [PII]?
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The address that we have on file for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, it looks like I am showing you said you sent some on uh [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I, I am showing the
[CUSTOMER][NEUTRAL] Yeah, because I called on
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] I called on Friday to to find out about the claims and then they told me that I needed to get the doctor's notes, so I went to the doctor, I got all the notes, um, all the documentation needed, so I, I submitted it again on Monday, but like I said, the website.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Doesn't give me anything. Like, it just shows pending and that's it. Like it doesn't even put my name on it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Like before you used to at least give it gave you like a confirmation number or something like that, but now they, it doesn't do anything.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I am seeing the confirmation on our end as well um because I am showing that those two were submitted um I am seeing the confirmation number I would clear your cache and delete your browser history and see if that works um if it doesn't work.
[AGENT][NEUTRAL] Go ahead and give us a call back.
[AGENT][NEUTRAL] But I am showing that those claims are currently being processed.
[CUSTOMER][NEUTRAL] OK, yeah, no, here it it still was pending.
[CUSTOMER][POSITIVE] Do you know how to do that? I'm sorry to sound, sound, sound dumb.
[AGENT][NEUTRAL] The social spending on there.
[AGENT][NEUTRAL] That's that's OK it's a new it's a new platform.
[CUSTOMER][NEUTRAL] But like, where would I go do this?
[AGENT][NEUTRAL] Where would you go to check?
[CUSTOMER][NEUTRAL] Like, no, no, no, where I, I see the cleanser, they all say pending still, but my question is, where do I go to clear these, um, what you're telling me to clear.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Oh, to clear your browser.
[AGENT][NEUTRAL] So, um, if you're on your browser, you'll go up to the top right hand corner and you should see um 3 dots or something that says settings.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can go down to delete browsing data.
[AGENT][NEUTRAL] It also says that you can control shift delete, but I, I prefer to click on the buttons to make sure that I'm doing it right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] probably there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I did that. Let's see if it works.
[CUSTOMER][POSITIVE] No, they all still say pending. Don't worry, don't worry about it. OK, so, but you see it on your end that it is being processed. Like there's not gonna be an issue now with the, with the, like the doctor's notes that I got, the documentation was enough.
[AGENT][NEUTRAL] It's still sing.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] Yes, I do see it.
[AGENT][NEUTRAL] Uh, yes, and it is currently being processed. Are you signed up for text messages or emails to show whenever it's uh.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Finished being process. OK, OK, just wanted to make sure, um, is there anything else I can help you with until then?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye.