AccountId: 011433970860
ContactId: d6075626-ac21-4408-b103-9cf6bf1b1154
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 481170 ms
Total Talk Time (AGENT): 178279 ms
Total Talk Time (CUSTOMER): 177958 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/d6075626-ac21-4408-b103-9cf6bf1b1154_20250317T19:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII].
[CUSTOMER][NEUTRAL] That tickled me that you were actually the one to get the call. It looked like on you.
[AGENT][NEUTRAL] When I saw that, I was like, let me hurry up and get it available.
[CUSTOMER][NEGATIVE] Oh [PII], I was like, well, you're the only one who's not on call training or in 60 minutes you were finishing this. So I'm just gonna sit here and let it go to somebody.
[CUSTOMER][NEUTRAL] That's all I can do. We have, uh, I can, I can't speak for everybody, but I can personally speak for myself. I have no idea whatsoever how to do a claim. So,
[AGENT][NEUTRAL] Oh, it's OK.
[CUSTOMER][NEUTRAL] OK, so her name is, let me give you your policy 1st, 259.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1961.
[CUSTOMER][NEUTRAL] I verified her information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 25919.
[AGENT][NEUTRAL] Secret?
[CUSTOMER][NEUTRAL] [PII], she is calling for the number on file, but I can give that to you real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 718.
[CUSTOMER][NEUTRAL] 619.
[CUSTOMER][NEUTRAL] 2688.
[AGENT][NEUTRAL] And she wants to know how to file a claim on OSC.
[CUSTOMER][NEGATIVE] No, she needs assistance with getting it filed. She's getting aggravated.
[AGENT][POSITIVE] Oh [PII], OK, I can help her.
[CUSTOMER][NEUTRAL] She's not really necessarily ugly, she's just aggravated, you know.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, cause it's a lot of steps.
[CUSTOMER][NEUTRAL] Which is
[CUSTOMER][NEUTRAL] Uh, just so anyway.
[CUSTOMER][NEUTRAL] You ready, Ms. [PII]?
[AGENT][POSITIVE] Yes, I'm ready.
[CUSTOMER][POSITIVE] OK. Thank you, dear. Have a good day.
[AGENT][POSITIVE] OK, you're welcome. You too.
[CUSTOMER][POSITIVE] Thanks. Bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing good. So [PII] was telling me that you were needing help with, you're trying to upload your documents to the online service center.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I uploaded them all and when I hit the submit button it says there seems to be a technical error please contact customer service.
[AGENT][NEUTRAL] Oh wait, so they submitted, but something's wrong. OK, let me look on my end and see if we.
[CUSTOMER][NEUTRAL] When when when I submit it, it says oops, something went wrong.
[CUSTOMER][NEGATIVE] Must be a technical issue for customer service.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But yeah, uploaded the documents, but I didn't have a problem uploading them. It's when I hit the submit button.
[AGENT][NEUTRAL] Can you log out and back in and try it while we're on the phone, because I don't know if it was just a a
[AGENT][NEUTRAL] Like a little lag for that moment because we I haven't heard anything about any issues, but we, I can definitely help you try to figure it out.
[CUSTOMER][NEUTRAL] Um, OK, so you want me to.
[CUSTOMER][NEUTRAL] Log log in and out.
[AGENT][NEUTRAL] Mhm. Log out of the online service and then sign back in and then go to upload, like go through the whole process and see if it gives you that technical error again, because we're not aware of any technical issues. I don't know if it was just that, you know, sometimes it loses signal for a second.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, so what is this called again, the cured, OK.
[CUSTOMER][NEUTRAL] Let me log out.
[CUSTOMER][NEGATIVE] And now they're asking me to log in again, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you want me to upload all the documents again?
[AGENT][NEGATIVE] Mhm, because if you didn't if it gave you that error and I don't see anything on our end, so nothing is submitted.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] OK, because it's 55 pages, so let me.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I uploaded them all now I'm gonna hit submit.
[AGENT][NEUTRAL] OK, well, I hope it works. Let's see.
[CUSTOMER][NEUTRAL] It says oh there has been an error looks like we're experiencing technical difficulties. If you continue, please contact.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Something's going on with the site. I don't know that we that the supervisors are notified. So what I'll do, um,
[AGENT][NEUTRAL] So you have a few options. If you want to go ahead and email your documents to the care team, um, since you're getting that error, we can go ahead and send it over to claims for you, um.
[CUSTOMER][NEUTRAL] Oh, they said there was no email to do that too, but.
[AGENT][NEUTRAL] It's really not, but because you're receiving this error, I don't want you to keep going. We have to figure out why the error is there, so we can send them over for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But do you have the email?
[CUSTOMER][POSITIVE] Thank you so much. Do you have the email address?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, ma'am. So it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And AM [PII] is one word, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so there's 5 pages. I'll I'll send each page.
[CUSTOMER][NEUTRAL] In one email.
[AGENT][NEUTRAL] Yes, and in the body of the email, just um you can just put that you received an error, you received multiple errors saying that it was a technical difficulty and you need to file this claim, you know, you can say it, however, just let them know there was an error and and that's why you're sending it that way. So we can go ahead and get it done for you.
[CUSTOMER][NEUTRAL] And do I have to ask
[CUSTOMER][NEUTRAL] OK, and do I have to ask them to do anything?
[AGENT][NEUTRAL] Oh, no, ma'am. Once we receive the documents and they see that it's claimed documents, we'll go ahead and send it over to claims for you.
[AGENT][NEUTRAL] And then once we send it the claims, then once they begin processing, that's when you'll either get the text message if you have it set up, or um you may receive a like a message on the online service center just letting you know that we've received the claim and it's now in processing, so you'll know they got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't have to, I don't have to email you within the ATL, um, site, right? I could just go into regular email.
[AGENT][NEUTRAL] Oh, yes, ma'am, just a regular email.
[CUSTOMER][NEUTRAL] OK fine OK I'll do that now.
[AGENT][POSITIVE] Alrighty. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no thank you, you've been very helpful.
[AGENT][NEUTRAL] 00, OK.
[AGENT][POSITIVE] Well, you're very welcome, Ms. [PII]. I'm glad I could assist you and thanks for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] You bye bye.