AccountId: 011433970860
ContactId: d7495910-51bf-40b7-b072-4bda29aa0111
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222380 ms
Total Talk Time (AGENT): 101434 ms
Total Talk Time (CUSTOMER): 89148 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/d7495910-51bf-40b7-b072-4bda29aa0111_20250123T23:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII], and um we were trying to file a claim for the critical illness.
[CUSTOMER][NEUTRAL] And we've tried 3 or 4 nights to upload all the paperwork.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it loads and loads and then it says there's an error can't be done and it's, it's in PDF file and it's only 11.
[CUSTOMER][NEUTRAL] No bytes, so yeah, yeah, so it's less than this we looked and made sure it was less than the size requirements.
[AGENT][NEUTRAL] Megabyte.
[CUSTOMER][NEGATIVE] But it just, it will not, and we've tried 2 or 3 different computers.
[CUSTOMER][NEUTRAL] Um, but usually it was after hours, so I couldn't call. Sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, OK, are you guys using, um, a desktop computer? You're not using like a mobile device?
[CUSTOMER][NEUTRAL] It's a it's a laptop, but yeah, it's not a mobile device.
[AGENT][NEUTRAL] Yeah, OK, OK, um, the only other troubleshooting that I know of that um they do say that um Google Chrome is like the best browser to use. Do you know what browser you guys were using?
[CUSTOMER][NEUTRAL] I'm pretty sure that's what we're doing.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, yep, Google Chrome.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, I'm sorry about that. I haven't had any reports of the site being down or anything. Uh, the only other way you could send it to us, um.
[CUSTOMER][NEUTRAL] Can we email?
[AGENT][NEGATIVE] Unfortunately you can't email because email is not secure enough. You can fax it or you can mail it.
[CUSTOMER][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Those are the other two options.
[CUSTOMER][NEUTRAL] My fax machine network has been
[CUSTOMER][NEGATIVE] They've got a brand new fax machine and it's not working. I tried that first, um.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Can we, I mean, no one.
[CUSTOMER][NEUTRAL] Have have other claims been uploaded?
[AGENT][NEUTRAL] Yeah, I mean, I haven't had any sort of reports of anybody having any sort of issues or the site being down, um, or anything like that, so.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Not, I haven't had, like I said, any reports of people having issues, so.
[AGENT][NEGATIVE] I'm not really sure why it would be giving you guys a hard time.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] And we've tried multiple computers and it's just not.
[CUSTOMER][NEUTRAL] Working whatsoever. I guess I'll go somewhere and I'll pay to get it faxed.
[AGENT][NEUTRAL] Um, yeah, I mean, the only other thing that they say is try clearing your browser history on your web browser.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Those are the only other like troubleshooting like guides and processes that we kind of have for the online service center.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Yeah, you're welcome.
[CUSTOMER][NEUTRAL] Yeah.