AccountId: 011433970860
ContactId: 9e7bc55c-5a08-46ae-8823-fdfe1f8eae90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362510 ms
Total Talk Time (AGENT): 91730 ms
Total Talk Time (CUSTOMER): 135474 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/9e7bc55c-5a08-46ae-8823-fdfe1f8eae90_20250604T20:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon and thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I called about a week or two ago because I got notified that you guys processed a claim but you didn't pay anything out.
[CUSTOMER][NEUTRAL] And when I asked why they said you guys said that you needed the explanation of benefits.
[CUSTOMER][NEUTRAL] So, I went to my primary coverage to get that and it wasn't ready. So it's ready now.
[CUSTOMER][NEGATIVE] And they told me I could upload it onto the portal, but I'm in the portal and I don't see anywhere to upload it.
[CUSTOMER][NEUTRAL] So I was wondering if you could walk me through how and where I can upload that so you guys can pay out the claim.
[AGENT][NEUTRAL] OK, hold on one moment. Um, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I believe it's C0988626.
[AGENT][NEUTRAL] You said C as in cat.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, our policy numbers doesn't start with letters. So do you have your social security number?
[CUSTOMER][NEUTRAL] Oh, I see it here.
[CUSTOMER][NEUTRAL] I see it [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Hold on one moment please.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII] have this year.
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII] and you were needing help on the online service center.
[CUSTOMER][NEUTRAL] Um, yeah, I think the claim, you want me to give you the claim number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So it's kind of weird. I created an online account like 2 months ago and then today I couldn't log into it. It was saying it wasn't finding the email, so I created a whole new online that I had never, it looked totally different, so I thought maybe you guys have a new system.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] We do. Yes, ma'am.
[CUSTOMER][NEUTRAL] So I created a whole.
[CUSTOMER][NEUTRAL] Oh, OK, alright, I created a whole new online account, but I did, I said when I called they said I could upload a document to that claim, and I don't see anywhere to do that.
[AGENT][NEUTRAL] Do you see that claim number on that new account that you set up?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's that claim number?
[CUSTOMER][NEUTRAL] 336.
[CUSTOMER][NEUTRAL] 3602864
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Is that claim for you?
[CUSTOMER][NEUTRAL] No, it's for the dependent Camilapola here.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let me see if I can get on there.
[AGENT][NEUTRAL] OK, can I get someone to call you back? I'm not exactly sure because I haven't set up an account on here, so I'm not exactly sure where it would be. Do you see anything?
[AGENT][NEUTRAL] That says upload or anything?
[CUSTOMER][NEUTRAL] Nothing.
[CUSTOMER][NEUTRAL] I'm wondering since it's already processed.
[CUSTOMER][NEUTRAL] Like maybe when it's open you guys have an option for that, but now that it's already processed.
[AGENT][NEGATIVE] You should be able to, you shouldn't be able to upload anything even though it's not open.
[CUSTOMER][NEUTRAL] Mm, I don't see where.
[AGENT][POSITIVE] But I can find out and give you a call back if you would like.
[CUSTOMER][NEUTRAL] I mean, the only button that I can press regarding the claim is to download documents.
[AGENT][NEUTRAL] OK. I'll find out if they're having any trouble with the new.
[AGENT][NEUTRAL] Online service center and I can call you back.
[CUSTOMER][POSITIVE] OK. All right, perfect. I'll be waiting to hear.
[AGENT][NEUTRAL] Is there anything else I can help you with right now?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APO. You have a good day and I'll call you back shortly.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye-bye.