AccountId: 011433970860
ContactId: aa2374f2-33aa-4bcd-bcd2-1f37b2ffad05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90199 ms
Total Talk Time (AGENT): 54848 ms
Total Talk Time (CUSTOMER): 32687 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/aa2374f2-33aa-4bcd-bcd2-1f37b2ffad05_20250227T19:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] on um cancer cue. Oh, do you know if the OSC is having issues cause I know yesterday someone said they couldn't upload a claim and then I just on a call right now. I got somebody on the line.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And they're having issues uploading claims.
[AGENT][NEUTRAL] No, nobody said anything. Let me see if there's been any uh tickets put in.
[AGENT][NEUTRAL] No. Usually when they call, they can't do it.
[AGENT][NEUTRAL] I tell them they have to fax or mail it. That's the only.
[CUSTOMER][NEUTRAL] That's what I was, that's what I was ready to tell her. I just wanted to double check. OK, thank you.
[AGENT][NEUTRAL] No, um, let me check one more thing. Let me go to the admin side and just pull up the customer and see what.
[AGENT][NEUTRAL] If it'll populate sometimes.
[AGENT][NEUTRAL] I haven't gotten any calls about it yet, but that doesn't mean it's not a problem. Sometimes it's the software they're using.
[AGENT][NEUTRAL] They have to be on Google. I think that.
[AGENT][NEGATIVE] What's that other one, Foxfire? That one doesn't work too good. I think they have to have Chrome to be able to get it to work.
[CUSTOMER][NEUTRAL] Oh, OK, let me go back to her and find out what she's using.
[AGENT][NEUTRAL] So maybe
[AGENT][NEUTRAL] Yeah, and see if you can try Chrome and if it still don't work then yeah that's the only other alternative but all right [PII], let me know if you need anything else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][POSITIVE] Thanks. Bye bye.