AccountId: 011433970860
ContactId: 9109e230-1352-4bc7-bfab-19078204e660
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256019 ms
Total Talk Time (AGENT): 113749 ms
Total Talk Time (CUSTOMER): 107357 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/9109e230-1352-4bc7-bfab-19078204e660_20250205T22:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, good evening, uh, [PII], um, we're on the website trying to, um, upload a claim, and it says that there's a problem and to call the number, so that's what we're doing.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am. OK, I can help you with the online service center. Can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] Um, um, it's my daughter and I, [PII] and [PII]. My callback number is [PII].
[AGENT][NEUTRAL] OK. And um what is the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me look that up for you really quick.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][POSITIVE] No, it's OK. Go ahead and take your time.
[CUSTOMER][NEUTRAL] OK. It's 02510864.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is the address, phone number and email address that we have on the policy?
[CUSTOMER][NEUTRAL] OK, um, address is [PII].
[CUSTOMER][NEUTRAL] And then the email address is [PII].
[CUSTOMER][NEUTRAL] Was there something else you wanted?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And then the cell phone number that we have on the policy please?
[CUSTOMER][NEUTRAL] Um, probably my husband's [PII].
[AGENT][NEUTRAL] OK thank you I appreciate you verifying all that information for me so let me go into the online service center and see.
[AGENT][NEGATIVE] What is going on with it? So you guys, because you can't get in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I've got your address, I've got your phone number, um.
[AGENT][NEUTRAL] That all matched up.
[AGENT][NEUTRAL] We have to every little thing.
[CUSTOMER][NEUTRAL] And we uploaded
[CUSTOMER][NEUTRAL] Yeah, we tried to upload 2 PDFs.
[AGENT][NEUTRAL] Yes ma'am, go ahead.
[AGENT][NEUTRAL] So you're in there, but it's not letting you upload the PDF?
[CUSTOMER][NEUTRAL] Yeah, there were 2 of them and we got to the point where we attached them.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] And selected my daughter, she's here with me.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] And we submitted then it said it showed the thing saying there's a problem with the system please call this number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now are you using a um a desktop computer to do this?
[CUSTOMER][NEUTRAL] No cell phone.
[AGENT][NEUTRAL] OK, that's why it's not compatible with the cell phone.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Yes ma'am, so you'll need to use like a a desktop or laptop computer in order for it to be able to take that and it's a security feature with it um hopefully eventually we'll be able to get to where we can do that but right now it's not compatible to use with a cell phone.
[CUSTOMER][NEUTRAL] OK. All right then we'll have to give this stuff to my husband to do then. OK. All right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] You're welcome, Mrs. [PII]. If there's anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, that's it. I appreciate your help.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Well, we appreciate you being an APL customer you guys have a great night and thanks for calling APL.
[CUSTOMER][POSITIVE] OK, thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.