AccountId: 011433970860
ContactId: ec1ee128-0c22-4023-85a9-c5daca0907e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165429 ms
Total Talk Time (AGENT): 53462 ms
Total Talk Time (CUSTOMER): 78179 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ec1ee128-0c22-4023-85a9-c5daca0907e0_20250624T14:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] I pushed one and I dial out. uh, yes, I was calling, um, I saw a claim in and I tried to log in online to check the status, but the online portal, did y'all change it?
[AGENT][NEUTRAL] It was changed, yes, ma'am. It was updated about um 3 weeks ago or so, so you will have to set up a new account.
[CUSTOMER][NEGATIVE] I did and still I wasn't able to go to my claims nothing came up.
[AGENT][NEUTRAL] OK, um, what's your name and the policy number, please?
[CUSTOMER][NEUTRAL] Um, [PII], policy number 025.
[CUSTOMER][NEUTRAL] 251-111.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mailing address and the email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] I guess I'd have to play with that app because I tried to pull up my claims and nothing came up. I saw a claim in on.
[CUSTOMER][NEUTRAL] Thursday and I was just making sure y'all did receive it.
[AGENT][NEUTRAL] Uh yes ma'am, I do show a claim being received on showing the [PII] but it's in line for processing.
[CUSTOMER][NEUTRAL] OK, yes, mhm.
[AGENT][POSITIVE] Yes ma'am, it's been received.
[CUSTOMER][NEUTRAL] OK, I just want to verify that usually I could usually I would be able to go online and I can just see that.
[CUSTOMER][NEGATIVE] But like I said I hit claims and nothing came up.
[AGENT][NEUTRAL] OK, well I think on the claims part they're still working on it, but we did receive your claim and it's a lot for processing.
[CUSTOMER][NEUTRAL] OK, wouldn't previous claims be listed though?
[AGENT][NEUTRAL] It would be, that's what I'm saying I'm thinking they're working on the system.
[CUSTOMER][NEUTRAL] Or did it
[CUSTOMER][NEUTRAL] OK, it's not complete. OK, thank you.
[AGENT][POSITIVE] Uh, yes ma'am, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mhm bye.