AccountId: 011433970860
ContactId: 6ade29f4-1b2c-43fb-aa2d-64dbf47c9ac7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281700 ms
Total Talk Time (AGENT): 129840 ms
Total Talk Time (CUSTOMER): 105280 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/6ade29f4-1b2c-43fb-aa2d-64dbf47c9ac7_20250602T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was trying to, uh, file a claim, but, um, I was able to do, um, file the claims from from [PII], uh, but I was trying to do the [PII], but I'm, it won't let me log in anymore.
[AGENT][POSITIVE] Yes ma'am I'm very sorry we're having um some issues with our online service center and our IT department is working diligently to resolve the technical issues. We should have it fixed within 24 hours. In the meantime I'd be happy to assist you with any information you may need help with.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, I was just gonna file a claim for [PII].
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am. If you want to go ahead and wait 24 hours and try again, uh, like I said, we are having some issues with it, but they're trying really hard to get it fixed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you do it, can you do it in person, or, or just wait for the online one?
[AGENT][NEUTRAL] You can um either fax in your claim um first let me get your name and your callback number just in case our call gets dropped. I'll be able to call you back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], and do you know your policy number?
[CUSTOMER][NEUTRAL] I know, I didn't write it down, um.
[CUSTOMER][NEUTRAL] Unless.
[CUSTOMER][NEUTRAL] I think, let me see, cause I, I filed a claim on the other ones.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] No, I don't think.
[AGENT][NEUTRAL] Can I look it up with your social?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is that, please?
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Let me find your policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so, um, as far as your claim goes if you uh want to file it.
[CUSTOMER][NEUTRAL] If you um
[AGENT][NEUTRAL] By fax today. Let me give you the fax number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 1877.
[CUSTOMER][NEUTRAL] 18
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Uh, hold on, 1877.
[CUSTOMER][NEUTRAL] Well we'll see the rest of it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK, so 187-736594.
[CUSTOMER][NEUTRAL] 23
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can, you can go ahead and send it in that way, um, and then like I said that online service center should be available in about 24 hours just apologize for it being down right now.
[CUSTOMER][NEUTRAL] OK, no, it's fine cause it was, I was being able to do it Friday and then um I tried Saturday and it wouldn't let me, so I was like, cause I tried to create an account, but it was.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Send me uh straight to log in and I wasn't able to create it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh yes ma'am, um.
[CUSTOMER][NEUTRAL] But
[AGENT][POSITIVE] If you wanna go ahead like I said, try, try again tomorrow, um, and if you're still having trouble, you know, you can always feel free to pick up the phone and we'll work with you on getting it ready, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And always.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. You're very welcome, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, that was it.
[AGENT][POSITIVE] OK, you take care and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. OK.
[CUSTOMER][POSITIVE] Thank you for calling. Thank you.
[AGENT][NEUTRAL] Bye bye.