AccountId: 011433970860
ContactId: a7b8072f-00f1-4910-af21-2c7206766ce8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254869 ms
Total Talk Time (AGENT): 78376 ms
Total Talk Time (CUSTOMER): 147202 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/a7b8072f-00f1-4910-af21-2c7206766ce8_20250217T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm [PII]. I was calling for.
[CUSTOMER][NEUTRAL] The sisters
[CUSTOMER][NEUTRAL] With uh some claims I like submitted last night.
[AGENT][NEUTRAL] Oh, OK, [PII], I can check on your claims for you. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, 258
[CUSTOMER][NEUTRAL] 25837887
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] And was is zip code [PII].
[CUSTOMER][NEUTRAL] Um, my email to be uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is my phone number still the same [PII]?
[AGENT][NEUTRAL] OK, thank you I appreciate you verifying that information for me. Alright, let me look and see you just wanted to see if the claims came through that you submitted last night?
[CUSTOMER][NEGATIVE] No, no, no, no.
[CUSTOMER][NEUTRAL] No, I needed help correcting them. I was contacted but was out in the grocery store.
[CUSTOMER][NEGATIVE] In the grocery store and whatnot and the signal was messed up.
[CUSTOMER][NEUTRAL] And uh the lady that contacted me about um from you all that I could call you back and.
[CUSTOMER][NEUTRAL] Get get it corrected.
[CUSTOMER][NEUTRAL] Can you speak, you speak with my wife. She's like, we're right here at the table on, on the, on the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh. Hey, ma'am, um, I'm [PII]. I'm his wife. I, um, last night we were putting in, my husband and I, we were putting in some claims and we uploaded it and I guess um we misunderstood because I, um, we were looking, reading some information. It's our first time uploading um on this site, our first time event.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Dealing with the, the site, um, so I, we were sitting here reading and I looked at where it says um upload confirmation, so I downloaded the file and I thought it said you download the file and you upload it back, you upload it up. So when I uploaded it, it uploaded the same files from
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] The claim that was already in there.
[AGENT][NEUTRAL] OK, so do you accidentally uploaded it 2 times? Is that what?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, and I didn't want us to like have to be like gotten for fraud or anything like that. We weren't trying to do.
[AGENT][NEUTRAL] It did.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] No, no, no, ma'am, um, we, that happens often it's OK, um, you still get the confirmation number that we received it, but when it gets to the claims department, they, um, mark it as a dupli claim so it's going to be OK. They'll take the first one that was brought in and they'll work that one, but anything after that will be marked as duplicate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK, so nothing, OK, alright, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so welcome. You guys have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.