AccountId: 011433970860
ContactId: 864ff44e-124d-484e-8653-d8a66009be99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176110 ms
Total Talk Time (AGENT): 78649 ms
Total Talk Time (CUSTOMER): 53050 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/864ff44e-124d-484e-8653-d8a66009be99_20250307T20:14_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, um, I was trying to submit some claims online and it says that we're experiencing technical issues so I was supposed to call customer service.
[AGENT][NEUTRAL] Can I have a policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02515497
[AGENT][NEUTRAL] Can I have your name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the email address that we may have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] It's a good callback number for you just in case the call disconnect is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And you're calling in regards to claims you're trying to submit a claim online?
[CUSTOMER][NEGATIVE] Yeah, and I'm having technical issues.
[AGENT][NEUTRAL] It looked like some clients was uploaded, but
[AGENT][NEUTRAL] Let me transfer you to customer service so they can better assist you. This is the claims department. Hold one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Spring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], how are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm great thanks for asking [PII]. This is [PII] Claims. I have an insured on the phone. She's calling about questions of her online account. She said she's getting an error saying that there something about technical issues and they told her to call here.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It is 251-549-7. That's 2515497. It's for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Weller Wellser, and I verified all of her information. Her callback number is the number that's listed, the [PII] number. Do you see it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, I did.
[AGENT][NEUTRAL] All right, so I'll verify all of her information. Hold on one moment while I transfer.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Hello [PII]. I'm gonna leave you with [PII]. She's gonna better assist you. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you.