AccountId: 011433970860
ContactId: e6af64bd-dc00-407b-95a8-13490ab0c90d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185470 ms
Total Talk Time (AGENT): 56952 ms
Total Talk Time (CUSTOMER): 116154 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/e6af64bd-dc00-407b-95a8-13490ab0c90d_20250219T22:21_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi [PII], my name is [PII]. I actually just got off the phone with one of the other customer service representatives who was helping me submit a claim form. My computer wasn't really working that well on Safari, so she told me to go and jump over onto Chrome, which I currently am now. Um, I have attached and uploaded the files that I wanna submit, but it is sitting in it is sitting in submitting like.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And not like giving me any notification that it's like successful.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check something, [PII], do you have your policy number available?
[CUSTOMER][NEUTRAL] 214-501-1
[AGENT][NEUTRAL] And do you mind verifying your date of birth?
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I'm sorry if it's louder behind me.
[AGENT][POSITIVE] That's all right.
[AGENT][NEUTRAL] Yeah, it hasn't come through yet. I see some claims from the [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEGATIVE] Yes, and I've had trouble like I've tried almost every day to upload the actual like claim form um for one of these incidences and it won't let me, it's not letting me up it it is just sitting and submitting cancel.
[CUSTOMER][NEGATIVE] Back cancel.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So, let me check something real quick.
[CUSTOMER][NEUTRAL] What are you doing?
[AGENT][NEUTRAL] I know sometimes
[CUSTOMER][POSITIVE] I mean I didn't have any issues, go ahead.
[AGENT][NEUTRAL] I know sometimes
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] If they're working on the system, sometimes it may do that.
[CUSTOMER][NEUTRAL] On the
[AGENT][NEUTRAL] If they're working on the online service center.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It kind of lags.
[CUSTOMER][NEUTRAL] This, I mean, for the last couple days, oh claim uploaded successfully and now just did it.
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] I need to do the other page so I did one at a time because I think the file was a little too but let me try the next one and see if by chance that's going to do it submit.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, keep trying and let's see.
[AGENT][NEUTRAL] And I see the one we just received already.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's so.
[AGENT][NEUTRAL] OK, fingers crossed.
[CUSTOMER][NEUTRAL] Oh there we are, OK, I guess my problems are.
[AGENT][NEUTRAL] Solved.
[CUSTOMER][POSITIVE] Better. OK, thanks so much. Yes, I appreciate it for just that emotional support.
[AGENT][NEUTRAL] For the moment,
[AGENT][POSITIVE] Sure. Absolutely. We're here for you, [PII], anytime.
[CUSTOMER][POSITIVE] All right have a great day.
[AGENT][POSITIVE] You too and thank you for calling APO. Take care.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye-bye.