AccountId: 011433970860
ContactId: ed02e959-eafd-40cd-a119-3592ca63acfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1012729 ms
Total Talk Time (AGENT): 193020 ms
Total Talk Time (CUSTOMER): 181538 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/ed02e959-eafd-40cd-a119-3592ca63acfc_20250616T16:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon. I'm trying to.
[CUSTOMER][NEUTRAL] Electronically online file a um a claim. I have one of one of my coworkers assisting me because she's done it before, but we're having a problem, so I, we went to the I guess the help section for questions and it says if you're trying I I need to, it looks like I need to add myself to the system or add me and my dependents. I, I'm, I'm just looking for assistance to to to rectify this so I can do it.
[AGENT][NEUTRAL] OK, what is your policy number, please?
[CUSTOMER][NEUTRAL] Um, it says here the group number is what you're looking for?
[AGENT][NEUTRAL] No, the policy certificate number.
[CUSTOMER][NEUTRAL] Um, OK, there's one that says in hospital and one that says outpatient.
[AGENT][POSITIVE] I will take the outpatient. Thank you.
[CUSTOMER][NEUTRAL] 02045291 Mary Lima 8.
[AGENT][NEUTRAL] OK, thank you very much. And may I have your name and date of birth?
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][NEUTRAL] OK, thank you. Just wanna verify other information. Give me one moment please, and your phone number?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's what we have thank you and verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, one moment, we have a different city.
[CUSTOMER][NEUTRAL] Or [PII], one or the other.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] or [PII], yeah.
[AGENT][POSITIVE] OK, alright, thank you very much.
[AGENT][NEUTRAL] OK, thank you, and your email address please.
[CUSTOMER][NEUTRAL] Uh, [PII] or [PII]?
[AGENT][NEUTRAL] OK, and is that your personal email address?
[CUSTOMER][NEUTRAL] Both of those are my personal email.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, awesome. OK, give me one second so that all is correct and just to make sure we have it spelled correctly, if you could spell out your email address please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII] or [PII].
[AGENT][NEUTRAL] OK, we have [PII]. OK, give me one second now.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] May I place you on a brief hold please? I'm so sorry sir please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we have.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] OK thank you so much for your patience I do show that you have an account created already so that's great.
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][POSITIVE] Yeah, we went and uh we went and, uh, she helped me out set that up.
[AGENT][NEUTRAL] OK, so now you're trying to upload the documents, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, what it did was is it told me hey I'm having a problem, call this number and that's what I did.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you using Google perhaps or Safari?
[CUSTOMER][NEUTRAL] Uh, Google Chrome.
[AGENT][POSITIVE] OK, Google Chrome awesome.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] And you are of course on a laptop or a desktop computer, is that correct, please?
[CUSTOMER][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] Are you on a laptop or desktop computer?
[CUSTOMER][NEUTRAL] Laptop, yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me place you on hold, sir, thank you.
[CUSTOMER][POSITIVE] No problem. All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you so much for your patience. Now, are you, are you trying to upload a PDF file or JPEG? What type the document is it?
[CUSTOMER][NEUTRAL] Um, I haven't done anything with the documents because it doesn't go past the part where it says start your claim.
[CUSTOMER][NEUTRAL] It just says immediately error contact and I go OK.
[CUSTOMER][NEUTRAL] That's why I called.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Start
[AGENT][NEUTRAL] Now all the information matches against the snack good number. I'm just talking to myself out loud. Just bear with me here.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Please
[AGENT][NEUTRAL] Looked out you are active.
[AGENT][NEUTRAL] OK, I hate to ask this again of you, please, Mr. [PII], if you would just bear with me I'm gonna place you back on hold, OK.
[CUSTOMER][NEUTRAL] Yeah, no problem, that's fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Good morning. So good afternoon. Good morning. Hi, this is [PII] in the claims department. I have an insured on the line. Hey, with um policy number 204.
[CUSTOMER][NEUTRAL] Really.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5291.
[CUSTOMER][NEUTRAL] OK. Uh, give me just a second. You're kind of breaking up. Mhm. Yeah, yeah, let me make sure I got this right.
[AGENT][NEUTRAL] Mr. [PII], OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said de la Fuente, what's the name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, first name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK. All right.
[CUSTOMER][NEUTRAL] And you have Mr. [PII] on the line?
[AGENT][NEUTRAL] OK, um
[AGENT][NEUTRAL] I do have [PII] on the line.
[CUSTOMER][NEUTRAL] OK. Did you verify him?
[AGENT][NEUTRAL] I did verify all information.
[CUSTOMER][NEUTRAL] OK. Did you get a call back?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And what is he calling in regards?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] He is trying to um get assistance with the online service center um I have verified information he has an account read it already.
[AGENT][NEUTRAL] Um, all the information matches, excuse me, I'm sorry about that, but he got to the point where it says start your claim.
[AGENT][NEGATIVE] And it gave him an error message oops, there's an error.
[CUSTOMER][NEUTRAL] OK, so he's in the [PII] and he um goes to everything until he goes to submit a claim and he gets an error at that point.
[AGENT][NEUTRAL] Just
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK dokey. All right. Let me see what I can do. All right. Um, you can go ahead and put him through.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment, so.
[CUSTOMER][POSITIVE] Mm OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I'm sorry, thank you so much. I'm, I hope I pronounce your last name correctly. Um, I have [PII] on the line. She's going to assist you further, OK?
[CUSTOMER][POSITIVE] Yes, no problem.
[AGENT][NEUTRAL] OK. And so
[CUSTOMER][POSITIVE] Good morning Mr. [PII]. Yes, I'm here. I got it. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much. You have a great day.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Bye.