AccountId: 011433970860
ContactId: aff24582-cbd6-43f6-a89c-11a7e7930ee5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236559 ms
Total Talk Time (AGENT): 27577 ms
Total Talk Time (CUSTOMER): 80878 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/2025/06/11/aff24582-cbd6-43f6-a89c-11a7e7930ee5_20250611T15:48_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling AL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hey, good morning, Ms. [PII]. Um, my name is [PII]. I just called and spoke with the, um, a lady who told me to go online and upload a document. Um, I'm online on my dashboard and I don't see where I do that. The only options I have are to start a new, uh, claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] There's no place for me to add documents for an existing claim.
[AGENT][NEUTRAL] Oh, OK, OK, so you're needing to add, OK, I'm sorry, just to make sure that I understand correctly, um, you had already submitted a claim and you're just needing to provide additional information regarding that claim that you had already filed, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, give me just a moment let me get that um because I know the website did kind of go under a big change lately so let me get that pulled up and take a look along with you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh yeah, so good.
[CUSTOMER][NEUTRAL] That won't be busy on Friday.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The same thing right.
[CUSTOMER][NEUTRAL] For the bought that.
[CUSTOMER][NEUTRAL] That like before we read on it 2930 I feel like you like that for.
[CUSTOMER][NEUTRAL] And and.
[CUSTOMER][NEUTRAL] I don't even have to call me.
[CUSTOMER][NEUTRAL] Um, because if there's options for it.
[CUSTOMER][NEUTRAL] And I can see the claim. I can't upload no documentation to the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] last thing.
[CUSTOMER][NEUTRAL] insurance.
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] for everyone else.
[CUSTOMER][NEUTRAL] [PII].