AccountId: 011433970860
ContactId: c0b553e7-5057-41d8-9aaa-ba72620c5418
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240830 ms
Total Talk Time (AGENT): 80754 ms
Total Talk Time (CUSTOMER): 55579 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/c0b553e7-5057-41d8-9aaa-ba72620c5418_20250527T15:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Yeah, hi, I was just calling. I'm trying to do a claim online and is your system down that you can't send it. It keeps on saying, oops, there's an error. I tried yesterday, I tried again today.
[AGENT][NEUTRAL] Uh, let me see if you had any word about the online service center. Give me one moment, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do believe they are updating the system, but um.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] And your name is? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII]. Last name [PII]
[AGENT][NEUTRAL] And do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's 02519440.
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[AGENT][NEUTRAL] And verify your date of birth, mailing address and email address for me please.
[CUSTOMER][NEUTRAL] OK. My date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And email address?
[CUSTOMER][NEUTRAL] And you said email is [PII].
[AGENT][NEUTRAL] OK, thank you so much, but yes ma'am, I do believe they are um updating our online service center. Let me check one other spot give me one moment.
[AGENT][NEUTRAL] Yeah, because your information is active.
[AGENT][NEUTRAL] Yeah, it looks like it's going through um an update on our system so um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It should be better tomorrow from what I understand.
[CUSTOMER][NEUTRAL] OK. And if I mail the paperwork, does it take, it takes a lot longer, right? If I mail in everything.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, if you like, I can give you a fax number if you would like to fax. Well, I don't have no idea how long it would take for the mail to get to our um office, but you can definitely fax it, uh, if you can. I'll give you a fax number.
[CUSTOMER][NEUTRAL] Like how long does it take?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready. I'm ready. I'm ready.
[AGENT][NEUTRAL] OK. OK. OK, it's 877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much.
[AGENT][POSITIVE] Uh, yes, ma'am. Uh, thank you for calling APL, Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] Bye.