AccountId: 011433970860
ContactId: e5481441-3e7c-42d8-9fc1-078bea2ff563
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69910 ms
Total Talk Time (AGENT): 23333 ms
Total Talk Time (CUSTOMER): 35989 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/e5481441-3e7c-42d8-9fc1-078bea2ff563_20250505T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. Uh, I just got logged on to the online services and I'm trying to file a claim, but it's not giving me an option to file a new claim. It's only giving me an option to file a wellness claim and to upload files.
[AGENT][NEUTRAL] OK, uploading the files is is filing the claim.
[CUSTOMER][NEGATIVE] Oh shit, oh.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I, I tried, I tried to do it on my phone and I, and I assumed it, but it wouldn't work, so now I'm on my laptop and I'm trying to see if it'll work now.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yeah, you can't do it on your phone. It has to, unfortunately it has to be from desktop or laptop, so yeah, just upload the file and that will be the claim submission.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What about a tablet? Could you do it from a tablet?
[AGENT][NEUTRAL] I don't think so. It has to be a desktop or laptop.
[AGENT][NEUTRAL] Specifically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well I'll tell him what I can do. Thank you, sweetie.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.