AccountId: 011433970860
ContactId: ce7ca619-c2ce-4669-bd60-c2f3336d7a33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541330 ms
Total Talk Time (AGENT): 201959 ms
Total Talk Time (CUSTOMER): 306825 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/ce7ca619-c2ce-4669-bd60-c2f3336d7a33_20250227T20:49_UTC.wav
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[AGENT][NEUTRAL] For calling APU, this is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, see, I spoke with a lady named [PII] about I want to file a claim, uh, a second claim, I guess, a first one I filed just to notify I had cancer, but this is where I'm gonna send in some, uh, the, uh, actual claim with the bills, and she mentioned I could fax it or mail it, but she mentioned some way it can I do it like on a, um.
[CUSTOMER][NEUTRAL] One of those little things where I take a picture and download it to the one of those little clips was what's the other way I can send it, I guess that's what I need to find out.
[AGENT][POSITIVE] OK, I can assist you with that. Can I get your name please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] Look, can I have a callback number for you please?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And your policy number?
[CUSTOMER][POSITIVE] OK, wait, I have it here. She gave it to me yesterday. Oh my gosh.
[CUSTOMER][NEUTRAL] What does that do?
[CUSTOMER][NEUTRAL] Uh, I don't see it. It's here and, oh no, it's on the paperwork in the truck. I left it in there. OK, 00.
[AGENT][NEUTRAL] OK, one moment. Let me um
[CUSTOMER][NEUTRAL] It's oh gosh, where did I write it down here?
[CUSTOMER][NEUTRAL] I know I wrote on this piece of papers here.
[CUSTOMER][NEUTRAL] But it's not here. OK, she, she did.
[AGENT][NEUTRAL] Let me, um, let me, I'm gonna get that spelling of your last name one more time. Could you spell it one more time?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] She gave it to me yesterday and I wrote it down and I left the paperwork in the truck because I'm trying to go back.
[CUSTOMER][NEGATIVE] They want $1 a page to pack something. No way.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, my, my sister's getting ready to file a claim with her company, and she has like hundreds of pages, and I, I know she's not gonna want to spend that kind of money. So I'm trying to figure out whether the kind of way can I could do something and make it work and then.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Can I get your, yeah, let me get your social cause I have
[AGENT][NEGATIVE] Not finding it by the spelling of the name.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] They gave me the policy number. Yes, I wrote it down. It's a paper and it's in the on on a claim in a truck whatever thing.
[AGENT][NEUTRAL] And could you verify your date of birth, address, and email address, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII] and my address is [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying the information. Um, so I think what you're referring to is for is submitting the claim online at [PII].
[CUSTOMER][NEUTRAL] I don't remember how she told me.
[AGENT][NEUTRAL] Yeah, that's the only way is um either you can create an account at a [PII] and you can upload those to the portal, you can fax or mail it. So.
[CUSTOMER][NEUTRAL] Uh, how would I do that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, how do I upload it to a portal, take a picture of it on my phone and on my laptop and.
[AGENT][NEUTRAL] Yeah, you will have to um.
[CUSTOMER][NEUTRAL] Oh what?
[AGENT][NEUTRAL] I don't think it's compatible with compatible with the phone, but I guess with your laptop, um, what you would do is register. When you register, you use the email address that we have on file.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You register for an account and then you will um it's gonna ask you if you wanna file a claim, you say yes and then it's gonna ask you to upload your documents and that's how you will upload the documents to the online service center.
[CUSTOMER][NEUTRAL] OK, so I have to have them on my laptop in order to do that.
[AGENT][NEUTRAL] Yeah, you would have to because I don't believe that you can actually do it from the phone. I don't believe it's gonna take it. So you may have to um I don't know if you take it on your phone, um, email them to yourself, and then once you log into your email address on your laptop, then um you can download. I mean that.
[AGENT][NEUTRAL] That could be an option for you.
[CUSTOMER][NEGATIVE] OK, I have a problem. My phone and my computer don't talk to each other. I found out.
[CUSTOMER][NEUTRAL] And I've been trying to get that fixed and I need to bring it to a guy to get it fixed so I can get this done. This is what I probably have to do, OK, but now how do I get that.
[CUSTOMER][NEUTRAL] Uh, email address for you. What can you text it to me or something?
[AGENT][NEUTRAL] Oh, we don't accept claims by email.
[AGENT][NEUTRAL] No, I, what I was saying was you can log in, create a portal on our website, and you will use your email address to create the portal. When it asks you for your email address, you would put in your email address we have on file.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which is [PII]. It's gonna ask you for your last four of your social, your zip code.
[AGENT][NEUTRAL] And all that information.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] How do I get to that portal? That's what I'm confused about.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] You go to [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, let me write that down because I'm, I'm not computer savvy to a lot of things. Hold on a second. What's it, what's it called again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So if I go
[CUSTOMER][NEUTRAL] My daughter would understand better than me.
[CUSTOMER][NEUTRAL] And my grandson, OK, so how do I get to [PII]? Go to the app store?
[CUSTOMER][NEUTRAL] To get the portal
[AGENT][NEUTRAL] No, you can go to the, to the um.
[AGENT][NEUTRAL] So Google
[CUSTOMER][NEUTRAL] Google, OK.
[AGENT][NEUTRAL] And type in and type in [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And then we give it to the portal and then from there it would instruct me as to what to do.
[AGENT][NEUTRAL] Yeah, you type that in and it's gonna, you go to the one that says um to log in to create an online account and that's where you create the account in.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then when I get that account I'd have to.
[CUSTOMER][NEUTRAL] Send every anything I had any any.
[CUSTOMER][NEUTRAL] Itemized bills. That's my brain's not, it's kind of foggy yet. itemized bills to that portal with that account, my account.
[CUSTOMER][NEUTRAL] OK, OK, but I'd have to take a picture with my cell phone and have it on my laptop to do that.
[AGENT][NEUTRAL] Yeah, I mean you can try doing everything from your phone um but I'm just letting you know that, you know, yeah, so, um, but the options.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] At uh
[CUSTOMER][NEGATIVE] It's, it ain't it ain't gonna work probably.
[CUSTOMER][NEGATIVE] Now, this is my problem.
[CUSTOMER][NEUTRAL] Yeah, that's my problem is trying to get from my cell phone, but I have my cell phone to my computer to send it to you. My computer, and my, my cell phone doesn't talk to my computer. They don't talk to each other. So, anything I do, I do on my laptops. I have a um tablet.
[CUSTOMER][NEUTRAL] But I don't know a tablet works.
[AGENT][NEUTRAL] I mean, so I mean you can log into there and see if it works, but that's gonna be your three options is to doing it on the portal, faxing it or submitting it by mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My best bet is to go back to where I can get it these things at a copying machine and mail it to you. That way I know I can get it done. I know I could do that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm not computer savvy like you, all y'all young people are. I'm sorry. I'm [PII] old.
[AGENT][NEUTRAL] Mhm, no.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no problem at all.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] And, and I want to get it done right because like I said, my sister's, she has cancer and she's uh 5 years, you know, now she's out of it, so she's trying to get all her paperwork together when some other company that she has a policy with and
[CUSTOMER][POSITIVE] Um, I have to get help her with hers, get hers done. So let me get mine done and then, uh, uh, OK, I'm gonna try that and see if that works. I appreciate your help. I'm so sorry to bother y'all. Thank you, man.
[AGENT][POSITIVE] No, no problem at all. Do you, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it for right now. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] OK.