AccountId: 011433970860
ContactId: e86c2b63-6393-405f-a787-b57219d1f12b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166940 ms
Total Talk Time (AGENT): 60120 ms
Total Talk Time (CUSTOMER): 78431 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/e86c2b63-6393-405f-a787-b57219d1f12b_20250122T22:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I've been trying to submit a claim several times today online. Do you know if the system is out?
[CUSTOMER][NEUTRAL] Um, it came back and told me there was at one point that there was a problem. It said there's a problem on our end. Try again later. Have you heard anything about the system being down?
[AGENT][NEUTRAL] I have not. Um, let me take a look at your policy. Can you please um verify your uh callback number and your policy number?
[CUSTOMER][NEUTRAL] Yes, um, my call back is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm looking for the policy number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, my policy number is 242-858-9.
[AGENT][NEUTRAL] Can you please verify your date of birth, address and email address, please?
[CUSTOMER][NEUTRAL] Uh-huh. It's my birthday is [PII]. Address is [PII], and my email is [PII]
[AGENT][NEUTRAL] Alright, thank you so much for verifying that information. You're calling about a claim you're trying to file, um.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I need to double check, but it shows that you don't have any active policies. I do know if your policy is not active, then you can no longer use the online service and you will have to fax it or mail it. I need to double check that, but I believe that is the reason that you can't because once the policy, once you're not um an active member, then the online service and it doesn't work.
[CUSTOMER][NEUTRAL] Oh, OK, that's it then.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK, so just I need to find a fax machine and send it in. OK, well that answers my question. I appreciate it because I would have tried several more times I'm afraid so this at least lets me know not to do that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No thank you I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. You have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.