AccountId: 011433970860
ContactId: 827afc55-2a42-415e-9ea2-bd1e5a7877af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291320 ms
Total Talk Time (AGENT): 98608 ms
Total Talk Time (CUSTOMER): 90769 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/827afc55-2a42-415e-9ea2-bd1e5a7877af_20250603T20:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm trying to file a claim online, but I get if this comes to this question it says claimant's name. I put my name in it and it.
[CUSTOMER][NEGATIVE] Doesn't do anything.
[AGENT][NEUTRAL] OK. And what is your name and the policy number, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Policy number is 00636678.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], uh, verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my address on the policy is [PII].
[AGENT][NEUTRAL] OK, thank you and you say you're having issues on trying to uh upload a claim, correct?
[AGENT][NEUTRAL] Or when you try to upload it just.
[CUSTOMER][NEUTRAL] Trying to yeah.
[AGENT][NEGATIVE] Didn't go to the next step.
[CUSTOMER][NEUTRAL] No, uh, I say it says claimant name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I put my name in and then it just says cannot find her.
[CUSTOMER][NEUTRAL] Something like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, we will have to send a request for them to, um, correct this and someone can contact you back once it's been corrected, if you like.
[CUSTOMER][NEUTRAL] OK, now then, while I have you, uh, to change my address, the only way I can do that is through the form.
[AGENT][NEUTRAL] Uh, let me double check. Let me see.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEGATIVE] They're not.
[AGENT][NEUTRAL] Um, I can change your address for you over the phone.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, what is your current mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Green Ridge.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 76028
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so the uh uh city and state and zip code is the same.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, uh, give me half a moment, I can change that for you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Refreshment.
[AGENT][NEUTRAL] OK, well I have updated your mailing address, um.
[AGENT][NEUTRAL] Is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, everything seems to be fine. I just can't get it to let me file a claim online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um,
[AGENT][NEUTRAL] You rather uh someone call you back or email you back when it's been corrected or?
[CUSTOMER][NEUTRAL] Email me would be just fine.
[AGENT][NEUTRAL] Uh, email, OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, well I will send that request and someone should get in contact with you.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Uh, yes, sir. Thank you so much for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too.