AccountId: 011433970860
ContactId: c43420ad-e607-4db8-839d-f078dd3b81dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 675159 ms
Total Talk Time (AGENT): 174413 ms
Total Talk Time (CUSTOMER): 120490 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/c43420ad-e607-4db8-839d-f078dd3b81dc_20250619T20:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, good afternoon, [PII]. I submitted 3 claims on the OPS, I believe, the online portal on Tuesday, and I'm not showing any status so that they were even filed.
[AGENT][NEUTRAL] What is your policy number please?
[CUSTOMER][NEUTRAL] Sure thing.
[CUSTOMER][NEUTRAL] It is 02638528.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Mrs. [PII], what is your callback number if we are disconnected please sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you verify your complete mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, we have a different city.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and the last thing to verify is your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much for that information and it was the claim for you or dependent or dependent?
[CUSTOMER][NEUTRAL] For myself.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] No, I do not show that we have received any claims for you, Mr. [PII]. Let's see.
[CUSTOMER][NEGATIVE] Yeah, I'm showing that your online portal might be a little flaky. It keeps repeating me the same questions over and over again even though I've answered them and uh I don't believe that it's communicating correctly, honestly, which is why I'm calling you.
[AGENT][NEUTRAL] E
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And one of the questions I was asking you repeatedly.
[CUSTOMER][NEGATIVE] Well, for starters, it keeps asking me to put my phone number and and if I want text messages, even though I asked it to not show it to me ever again it shows it to me every time I log in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then it asked me to put in my banking information and I've done that and it's saved on my profile and it's telling me continually to put it back in so I'm not really sure why.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we do have your banking information in one moment [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We do not have a phone number for you. Can I add your phone number that you provided me as your.
[AGENT][NEUTRAL] Callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, can I add that, please?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. um, may I place you on a brief hold please?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, so we have the date of birth.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for your patience Mr. [PII]. Um, I do not show that you have an account created with us as of yet.
[CUSTOMER][NEUTRAL] I'm looking straight at my portal.
[AGENT][NEUTRAL] OK, so let me just refresh this then.
[AGENT][NEUTRAL] I have an IC profile account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ok, see that. I'm sorry, just bear with me here.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect email address.
[CUSTOMER][NEUTRAL] I.
[AGENT][POSITIVE] Perfect code, OK.
[AGENT][NEUTRAL] Can I place you back on hold, Mr. [PII]?
[AGENT][NEUTRAL] Um, OK, but before that, before that, you say you're already on the portal, and what do you see on the portal? Excuse me, what are you able to see?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] So I'm on my I'm on my.
[CUSTOMER][NEUTRAL] I'm on my dashboard. I see my first and last name in bold print. I see. Would you like to start a claim? Do you need access cards or would you like to review coverage details of your policy?
[AGENT][NEUTRAL] OK, well it says what you would like to start a claim, um, did you press that? Did you select that? I'm sure you have already, but.
[CUSTOMER][NEUTRAL] I, yes, I did. I did it Tuesday and instead allow 24, and then it's allowed 48 hours.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] One moment please thank you.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good afternoon [PII] Hi. This is [PII] in the claims department. I have a Mr. [PII] on the line with policy number 263-852-8.
[CUSTOMER][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] You said one [PII]?
[AGENT][NEUTRAL] Yes, yes, with a callback number of [PII].
[CUSTOMER][NEUTRAL] And um what is he needing help with?
[AGENT][NEUTRAL] He's needing help with the OSC.
[CUSTOMER][POSITIVE] OK, I can help him with that.
[AGENT][NEUTRAL] Um, OK, but before I transfer you, OK, so he says that he's on the, um, OSC. He has an account created, but he's not able to upload a claim, but I tried to pull him up using the customer number and I do not show him what they an account created, but um that's why he's calling, um, he said he's able to view the dashboard as far as um start claim but anyway, OK, so here he comes, Mr. [PII], one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Mr. [PII], thank you for your patience.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you. I have [PII] on the line. She's going to assist you further. Her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, you have a great day, sir. Thank you so much for calling APL and take care. Yes sir.
[CUSTOMER][POSITIVE] Thanks.