AccountId: 011433970860
ContactId: da05f610-f6dd-4a4c-934d-941bbf755a72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420510 ms
Total Talk Time (AGENT): 198100 ms
Total Talk Time (CUSTOMER): 186998 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/da05f610-f6dd-4a4c-934d-941bbf755a72_20250508T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], how are you?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][POSITIVE] I'm fine, thank you.
[AGENT][POSITIVE] Hello, how can I help you today?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] You need uh like my uh number or my name and number?
[AGENT][NEUTRAL] Uh, first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[AGENT][POSITIVE] I'm so sorry. Can you say that again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], thank you. And what is your callback number, your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And now your policy number, please?
[CUSTOMER][NEUTRAL] Oh yes, of course. Uh,
[CUSTOMER][NEUTRAL] Oh I see. OK. 02570837.
[AGENT][NEUTRAL] OK, thank you. uh, let me get your policy information pulled up.
[AGENT][NEUTRAL] And how can I help you today while this information is loading?
[CUSTOMER][NEUTRAL] OK, excuse me, um, I'm, I'm calling because, uh, I just tried to upload some documents and then it said it, it gave an error saying to try back later, so, um, I just wanted to know if.
[CUSTOMER][NEUTRAL] For whatever chance they did get uploaded, uh, and if not, um.
[CUSTOMER][NEUTRAL] Typically when when it kicks back that error what's the time frame for me to uh try again?
[AGENT][NEUTRAL] OK, so you're trying to upload claims information into the online service center but it gave you an error, is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, alright, so I can try and help you with this, but first I'll need to verify some information with you for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. No, OK, I'm so sorry. Say your email one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we have something different on file for you.
[CUSTOMER][NEUTRAL] Oh, try, uh, my first name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you so much for verifying all of that information. OK, so just one moment.
[AGENT][NEUTRAL] OK, and you did receive the user guide that you were sent via email last month?
[CUSTOMER][POSITIVE] Yes, yes, and, and the, the first person I spoke to, she was extremely helpful, she sent me that. I, I did, I did as it, as, as that said, I did this on my phone, so I don't know if maybe that is the issue. Oh.
[AGENT][NEUTRAL] You did? OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's why, yes, that's the issue. You were trying to upload from your phone.
[CUSTOMER][NEUTRAL] Yes, so I have to do it from the computer?
[AGENT][NEGATIVE] Yes, that is the issue. Yes, and it does state that that mobile uploads currently it doesn't support that.
[CUSTOMER][NEUTRAL] Uh yes, you know what, you, you, you are, you are, you know what, because she sent that a few weeks ago or I don't recall exactly when and now that you say that I do remember it saying that. That's my bad. I'm sorry.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, no, no worries at all, um, no, um, but if you try to upload, if you follow the instructions on that user guide and upload from a computer and you still have problems then call us back, but the user guide does tell you the type of files, the maximum size that can be uploaded, but yes sir, it does have to be uploaded from a computer at this point in time.
[CUSTOMER][POSITIVE] OK, no worries.
[CUSTOMER][POSITIVE] OK, no, no worries, um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let me see if I can figure up. Give me one second. Don't, don't hang up yet. Let me, let me see if I can.
[AGENT][NEGATIVE] Yeah, sure. No, no, I'm not going to.
[CUSTOMER][NEUTRAL] Dig up that email she sent me.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, this one.
[CUSTOMER][NEUTRAL] No, that's a verification.
[CUSTOMER][NEUTRAL] OK, I think it's this.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh, in the user user guide, would that be it?
[AGENT][NEUTRAL] Uh, APL, uh-huh, online service center user guide, mhm.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yep, that's
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty then. I shall uh
[CUSTOMER][NEGATIVE] Try this again, yep I see it right there. All the functionality is not yet supported right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, sir. That's correct. Now, from time to time, I have been told, Mr. um [PII] that people, you know, say they have been able to upload, but that was a fluke. At this time, yes, sir. All rules apply as far as, you know, uploading from a computer.
[CUSTOMER][POSITIVE] That sounds good alright.
[CUSTOMER][NEUTRAL] OK, so let me ask you something else um.
[CUSTOMER][NEUTRAL] Will I be able to check the status from my phone or I have to do everything from the computer?
[AGENT][NEUTRAL] You should, no, you should be able to log in and see your policy information or ID cards, check claim status from your phone, you just cannot upload.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] All right, well, is there anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEGATIVE] Nope, that was it. You, you, everyone that I've spoken with at your company, uh, is freaking off, excuse my language but.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] I wish, I wish I I wish uh all uh customer service support or whatever uh would be like you guys.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh, well, that is very kind of you to say, and I'm glad that each time you have called in, um, [PII] that you've had a pleasant experience.
[CUSTOMER][POSITIVE] Yes, definitely.
[AGENT][POSITIVE] Well, again, thank you very much for the compliment and if there's anything else that we can help you with, just give us a call. But if that's all at the moment I can help you with, I hope you have a wonderful afternoon and thank you so much again for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Uh, same to you. Have a great day and uh thanks again.
[AGENT][POSITIVE] Yes, sir. And you're very welcome.
[CUSTOMER][NEUTRAL] OK. OK, bye-bye.
[AGENT][NEUTRAL] Hm. Bye-bye.