AccountId: 011433970860
ContactId: 8f149839-e87d-4a40-81ee-7507788da5a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158759 ms
Total Talk Time (AGENT): 59211 ms
Total Talk Time (CUSTOMER): 85590 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/8f149839-e87d-4a40-81ee-7507788da5a5_20250613T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I was helping a policy holder. Uh, I was filing some claims for her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Online, and of course, I'm dealing with your new dashboard, your new everything.
[CUSTOMER][NEUTRAL] And so I, I was having a little difficulty and so I have downloaded about 23 different um forms or documents, whatever. Um and I know it takes 24 hours to be able to see it, but can you tell us it all downloaded by looking at that somehow on your end?
[AGENT][NEUTRAL] Yeah, what's the member's policy number? Let me see what I can see.
[CUSTOMER][NEUTRAL] 728463
[CUSTOMER][NEGATIVE] I had just received an error on one that it was too large to send so and I'm not even sure what it was I was trying to send on that end so uh since there were so many.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] All right. And let me just verify insured's name and date of birth.
[CUSTOMER][NEUTRAL] Sure, um, it is, uh.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now she's the spouse of the primary insured.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, so I do see one upload successful for today.
[CUSTOMER][NEUTRAL] Oh, well, what does that include 23 different?
[CUSTOMER][NEUTRAL] When you say upload.
[AGENT][NEUTRAL] Yeah, it's not showing me all the
[CUSTOMER][NEUTRAL] It was like 24 different.
[AGENT][NEUTRAL] It doesn't show me all the pages yet. It just shows me that there was a successful upload. I unfortunately, yeah, I can't see all the pages yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so one upload, not all, well, uh, should I just check on that on Monday? I know it's a weekend, but I, I'm old school. I just follow up.
[AGENT][NEUTRAL] Um.
[AGENT][POSITIVE] Yeah, no, for sure I would definitely, yeah, if you wanna check on the pages like the amount of pages, wait until Monday and we don't mind you calling back and checking on it. We'd be happy to to let you know kind of what we see that way, you know, I get it that way if it didn't all upload you can uh go ahead and just attach the additional info. So yeah, definitely give us a call Monday, [PII], if you need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you very much, [PII]. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] Bye bye.