AccountId: 011433970860
ContactId: 6a27a0aa-234d-4aeb-800f-8a11523509e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181190 ms
Total Talk Time (AGENT): 62508 ms
Total Talk Time (CUSTOMER): 72822 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/6a27a0aa-234d-4aeb-800f-8a11523509e5_20250203T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was calling because I was trying to file a claim.
[CUSTOMER][NEGATIVE] And um when I push for the claim, it it it it won't accept it.
[AGENT][NEUTRAL] OK, you're on the online service center?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Can I get your policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's 254.
[CUSTOMER][NEUTRAL] 1377
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can I get your name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], uh.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And can you please verify your mailing address and your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And email is [PII].
[AGENT][NEUTRAL] OK, it looks like we have your work email.
[CUSTOMER][NEUTRAL] Oh yeah, my work email. OK, so it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there's a good callback number the [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes sir, and you said you're you're trying to submit a claim online. What error message is it giving you?
[CUSTOMER][NEUTRAL] Uh, um, my wife is saying, um.
[CUSTOMER][NEUTRAL] It said that the documents are too large, but she said accept it and then they go through and then it just got to pop back up. And she says the right size and everything from when she.
[CUSTOMER][NEUTRAL] Telling uh
[CUSTOMER][NEGATIVE] Putting it, but when she just push uh uh submit, it won't do anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, what email address is she using? Is she using your personal email or is she using the, the school email?
[CUSTOMER][NEGATIVE] Now that I'm not for sure.
[AGENT][NEUTRAL] Yeah, because she'll she'll have to use the school email because that's the email you have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That may be the problem.
[AGENT][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] Is it
[AGENT][POSITIVE] Yeah, something, something simple like that. Yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, we give that a try and if it don't work, I guess I'll just give a call back.
[AGENT][POSITIVE] Yes sir, please do.
[CUSTOMER][POSITIVE] Alright, sure will thank you.
[AGENT][POSITIVE] You're so very welcome, Mr. [PII]. Is there anything else that I can help you with right now?
[CUSTOMER][NEUTRAL] Uh, that'll be it.
[AGENT][POSITIVE] Alright, thank you for calling APO you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.