AccountId: 011433970860
ContactId: 712934b3-de2d-4bf4-a9aa-9fab8e323930
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304200 ms
Total Talk Time (AGENT): 141565 ms
Total Talk Time (CUSTOMER): 69811 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/712934b3-de2d-4bf4-a9aa-9fab8e323930_20250106T22:27_UTC.wav
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[CUSTOMER][NEUTRAL] And I need to cut out.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], I got a quick question for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just, I just submitted a claim online to you guys.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I had to submit it in 3 different um.
[CUSTOMER][NEUTRAL] They're sending you information in 3 different parts so it would go through.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But it's not, it says it's complete, it's not letting me go, I guess go in to complete, it's saying received but it's not letting me complete it.
[AGENT][NEUTRAL] Hmm, OK, let me.
[AGENT][NEUTRAL] Take a look. What is your policy number?
[CUSTOMER][NEUTRAL] Policy number is 2243426.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][POSITIVE] Great. And what is your first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, [PII], and then if you could just verify with me, please, your date of birth and address.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you and the [PII], that's still a good email for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when I pull up claims, it looks like I do show 3 confirmations from 3 recently like 3 submissions, um.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So I guess I'm a little confused on when you say it's not letting you finish, what is it, where you can
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Cause I know that it's a there's a box that says complete.
[CUSTOMER][NEUTRAL] And it doesn't, I guess it won't go no further. Is that all I need to do is just submit it?
[AGENT][NEUTRAL] Yes, yeah, all you need to do at this point, yeah, is just a submission and then uh we will reach out to you uh via email or text you'll get updates on the claim as far as processing when it's been paid or if there's any sort of request for additional information that would be uh sent to you also with a notification that way you could submit that if needed.
[CUSTOMER][NEUTRAL] OK, now I just wanna make sure you had everything there's nothing else I needed to do on my end.
[AGENT][NEUTRAL] Yeah, no, I mean I can see all the submissions and I've clicked on them and looks like everything was uploaded.
[AGENT][NEUTRAL] On all three. Looks like each one, each submission was it looks like 5 pages. Does that sound right?
[CUSTOMER][NEGATIVE] No, it should have been 2 pages each.
[AGENT][NEUTRAL] 2 pages on each.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the total of 6 pages altogether I submitted.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just waiting for this page to load. I'm sorry. Give me just a second here.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Um, and that you, you're absolutely right, because it does have like a cover sheet which is a page that wouldn't have been a page that you had submitted. So as I scroll down here, it looks like there are two pages that you submitted on each of these, and then it gives like a cover sheet, but.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm just trying to view the page you submitted to make sure it's good here.
[AGENT][NEUTRAL] OK, yeah, so I mean.
[CUSTOMER][NEUTRAL] And it wouldn't let me slim all.
[AGENT][NEUTRAL] It wouldn't let you do them all at once, yeah.
[CUSTOMER][NEGATIVE] I had to go in and break them up to get it to go through.
[AGENT][POSITIVE] Yeah, sometimes it does that just because of the file size so I do see the form everything filled out, um, so I do see that those were successfully submitted on each of those so.
[AGENT][NEUTRAL] I don't see anything else that we should need at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I appreciate everything and you have.
[AGENT][NEUTRAL] Is there anything?
[CUSTOMER][POSITIVE] Gotta do it and you have a great evening.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You too thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.