AccountId: 011433970860
ContactId: b5a4cef0-f2e5-4ea1-9295-e52442e45c63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425559 ms
Total Talk Time (AGENT): 262586 ms
Total Talk Time (CUSTOMER): 148106 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/b5a4cef0-f2e5-4ea1-9295-e52442e45c63_20250122T22:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm, uh, I'm in the process of trying to go on my portal and upload files for the, uh, for a cancer claim. However, when I do it, it, it basically threw up an error message telling me there was a problem and I needed to contact this number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. And I'm sorry, I didn't catch your name at first. The phone kind of went in and out on me.
[CUSTOMER][NEUTRAL] No problem. Um, my name is [PII]. First name is spelled [PII].
[AGENT][NEUTRAL] Uh, uh-huh.
[CUSTOMER][NEUTRAL] Last last name is [PII], so [PII]
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate that. Do you have your policy number available?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK. What's that number?
[CUSTOMER][NEUTRAL] Um, it is 1167.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 5682.
[AGENT][NEUTRAL] OK, thank you. All right, so and what's your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, it's area code [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. Now, let me look up your policy information, so I can do some verification with you.
[AGENT][NEUTRAL] Alright, and I got it pulled up so if you don't mind, could you verify your date of birth, address, and email address for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it's um uh date of birth is [PII].
[AGENT][POSITIVE] Because it's my favorite.
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] And um what was the other thing you need sir?
[AGENT][NEUTRAL] The the email address that you're trying to use.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, I see [PII].
[AGENT][NEUTRAL] OK, alright, so you're having trouble logging in to um create an account to upload some claims.
[CUSTOMER][NEUTRAL] No, no, no, I, I, I've created the account. I've got, I, I, I'm, I'm logged into the portal with my account. It was when I was uploading the claim documents when I was, yeah.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK, I'm so sorry I misunderstood you. OK, so we, yeah we got a, I can help you with that. We got a different email address so I thought that might have been what it was. We got your looks like your um your work address.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, in there, so yeah, OK, so you're having trouble getting in.
[CUSTOMER][NEUTRAL] Oh, I see. OK.
[CUSTOMER][NEUTRAL] Oh no, no, no, you're right, my email address is that OK, I apologize.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so, OK, so you said that you, um, had already logged in and created an account you have a username and password already?
[CUSTOMER][NEUTRAL] I thought it was gonna be the other one.
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So let me go.
[AGENT][NEUTRAL] To that screen. Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, there you are. Say you're active.
[AGENT][NEUTRAL] OK, now how far did you get did you, you put in your username and your password and it said to call us?
[CUSTOMER][NEUTRAL] No, no, no, no, I, I got all the way in and then I was in the process of uploading, uh, doing it, doing a claim and uploading the files, and I tried to upload them all in one shot and that's when it threw up the error message. I noticed, I noticed when I tried to do an individual like individual PDF files one at a time and upload them, it seemed to accept that. I just didn't wanna confuse the process if that makes sense.
[AGENT][NEUTRAL] Mm. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] No, you won't. OK, yeah, I see what you're saying now and I'm sorry. OK, so I was just trying to get to the bottom of it's why I was asking so many questions. OK, so it don't like a big bulk and and it's probably.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, you're good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because of the download speed maybe I don't I'm not sure how why it don't like that but um if you send them in like in little batches it will, it won't matter because it's gonna put it's gonna connect all of them.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] They're gonna get all claims gets all of it, yeah, uh, because they're gonna look at that date and it's gonna match up to a a claim number it's gonna give them a claim number uh according and according to the when you put them in so they'll match it up they won't um get confused on it. It'll be it'll be fine.
[CUSTOMER][NEUTRAL] I see. OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][POSITIVE] OK, well I appreciate that.
[AGENT][POSITIVE] Mhm well you're welcome is there anything else I can help you with this afternoon?
[CUSTOMER][NEUTRAL] Um, the only thing that I would want help with, and I don't think I'm not sure if you can assist me, but I wanna make sure I get all the necessary forms that they're requesting, so who do I need to get in contact about that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, no problem. Alright, so let me see what you got a cancel policy. OK, so what I can do for you [PII] is get you over to our um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Claims department so they can tell you if you got everything that you need to file the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Well, I'm gonna get you over to them if you don't have anything else for me, and I hope you have a great evening.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] You're welcome and thanks for calling APL. Hold for a transfer, please.
[CUSTOMER][NEUTRAL] It's
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] Hey, [PII], you're speaking with [PII]. You [PII] friend.
[CUSTOMER][NEUTRAL] Hey, I'm living.
[CUSTOMER][NEUTRAL] How you doing?
[AGENT][POSITIVE] Good. Um, I have [PII].
[AGENT][NEUTRAL] And his name, his last name, I just call him again. He's fine with that. It's [PII]. I can't say it, but his policy number is 167.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5682.
[AGENT][NEUTRAL] And all he's wanting to know I helped him with the online service center question that he had um he's now he's wanting to know if if anything else is needed to file his claim.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] We will know that until they review, review it, but I can tell that because it just came in. OK, alright, thank you.
[AGENT][NEUTRAL] today
[AGENT][POSITIVE] Hm, OK. All right. All right. Thank you. All right. Bye, [PII]. Have a good night. Bye-bye.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You