AccountId: 011433970860
ContactId: 8e0c9715-e64c-436c-a641-6751be3e02e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214339 ms
Total Talk Time (AGENT): 118244 ms
Total Talk Time (CUSTOMER): 62659 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/8e0c9715-e64c-436c-a641-6751be3e02e7_20250422T14:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Uh yes, ma'am. I've been trying to file a claim online for a couple of weeks now and it will not work.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. What um what er is it giving you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It just it's telling me that it was unable to submit it like when I after I try to upload the documents it it won't ever upload them and then it just gives me an error.
[AGENT][NEUTRAL] And how many pages you're trying to send in?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not sure the number of pages but the document size is under the.
[CUSTOMER][NEUTRAL] Um, recommended size that it says.
[AGENT][NEUTRAL] OK. And you're using your phone, a desktop, a laptop?
[CUSTOMER][NEUTRAL] Uh, I'm having to use my phone.
[AGENT][NEUTRAL] OK, that may be the reason.
[AGENT][NEUTRAL] Um, OK, um, and let me have, um, your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and um may I have
[AGENT][NEUTRAL] The policy number if you have it, Ms. [PII].
[CUSTOMER][NEUTRAL] It is 02449059.
[AGENT][NEUTRAL] And Ms. [PII], is there any way you can send it through a computer because I think that's the problem. Whenever you try to send it on the phone, sometimes it will not take it because for the phone it's a large um file.
[AGENT][NEUTRAL] Is there any way you can get to your computer to send it?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, no, ma'am. Can I do it through email?
[AGENT][NEUTRAL] We don't take claims by email for security.
[AGENT][NEUTRAL] Um, you can either fax it or you can send it like electronic like you're trying, but it's gonna be best to do it in the computer, um, because sometimes, um, when you do it in the phone, are you opening, uh, Google or is it um through um.
[AGENT][NEUTRAL] To the other
[CUSTOMER][NEUTRAL] Google, Google Chrome.
[AGENT][POSITIVE] It is good, it is cool.
[AGENT][NEUTRAL] Um, mm.
[AGENT][NEUTRAL] So it's not using safari.
[AGENT][NEUTRAL] Because they will not take a safari at all. OK. Um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um you can try to like divide it into smaller portion. It's like just like more than one page just in one page at a time and see if that will work, but um yeah, usually when you try something like that in the phone, it will not let you do it. The phone is OK to look at your information or maybe like um download your card and save it to your phone. Uh, that those would be good options for the phone, but to upload documents it's a little bit harder if you do it on the phone.
[AGENT][NEUTRAL] It will kick you out most of the time. Mhm.
[CUSTOMER][NEUTRAL] OK, I'll see what I can figure out.
[AGENT][POSITIVE] OK, I'm so sorry. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day, Miss Boy.
[CUSTOMER][NEUTRAL] Bye.