AccountId: 011433970860
ContactId: f0293753-5231-4580-b8a3-2632035fff8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1064000 ms
Total Talk Time (AGENT): 214889 ms
Total Talk Time (CUSTOMER): 154240 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/f0293753-5231-4580-b8a3-2632035fff8d_20250619T19:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I have an insured on the phone said she called yesterday and I guess she was trying to submit a claim and someone she spoke with was gonna have to submit an IT ticket but I couldn't get much other information out of her. She didn't give me a policy number but I do have it now. Um, well, wait, I have a customer number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Anyhow, let me give you her information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait, you know what? I guess I can, let me look at this, let's see.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] When I'm in uh the CUDAT screen because that's how I found her through her social, where does it have her policy where can I go to find her policy number from there?
[AGENT][NEUTRAL] You're, you're in lion?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] T I D A T.
[CUSTOMER][NEUTRAL] Like, do you go to
[CUSTOMER][NEUTRAL] OK, yeah, you can go to there from the that. OK, I'm gonna do this. I need that, um, but that did not pull up her name, uh.
[AGENT][NEUTRAL] Or [PII]
[CUSTOMER][NEUTRAL] Let me go back
[CUSTOMER][NEUTRAL] Hold on, let me go back to Qa and pull her back, OK.
[CUSTOMER][NEUTRAL] That that's not her, uh.
[CUSTOMER][NEUTRAL] Let's see [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh my word.
[CUSTOMER][NEGATIVE] OK, let me just give you your social because I'm I'm afraid to lose it again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] and I did verify her uh address and of course she gave me her social. I did not, however, verify her phone number but the one that she's calling from is the one that's in our system.
[AGENT][NEUTRAL] OK. What's her name?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you do have access to to the lion?
[CUSTOMER][NEUTRAL] Yes ma'am. I just don't know like I went straight to Qat to pull her up because I had to have that, uh, I had her I had her social. I just don't know what screen I can go to from there that'll keep this information and find her.
[AGENT][NEUTRAL] When you
[AGENT][NEUTRAL] It's OK. When you go to
[AGENT][NEUTRAL] When you go to PIDAT to the top left, it will tell you the policy number.
[AGENT][NEUTRAL] But I just found it though.
[CUSTOMER][NEGATIVE] Yeah, but see it's not, it's not transferring over like it changes back to like the old one I had like it, it brings up someone else.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Like I don't know how to go out of that QA screen and pull that information over.
[CUSTOMER][NEUTRAL] Like her in you know what I mean?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh let's see, uh, 649-018.
[AGENT][NEUTRAL] But I have her here. So what is she trying to do?
[CUSTOMER][NEUTRAL] She called yesterday and spoke with someone about a filing a claim and whomever it was had to submit an IT ticket and she's wanting to know if anything has come of it.
[AGENT][NEUTRAL] Oh Lord, OK, hold on one.
[CUSTOMER][NEUTRAL] And I'm not allowed to transfer to anybody but you guys.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I see you for a ticket.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] You can go ahead and send her through, um, and then I'll have to figure out what to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'm sorry, honey.
[AGENT][NEUTRAL] No, it's OK. Go ahead, it's fine.
[CUSTOMER][NEUTRAL] OK, I'm gonna put her right through.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, this is [PII]. I'm on the care team. How are you doing today?
[CUSTOMER][POSITIVE] Hi good how are you?
[AGENT][NEUTRAL] I'm doing good. Um, is it OK if I place you on just a brief hold, so she just gave me all your information. So you're wanting to check on the IT ticket that was sent in yesterday, or sorry, the [PII], so that you can file your claim, right?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I see the representative here that submitted it. Let me check with her and see if there's an update because I don't see anything else after after this note here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment, all right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Where's all my stuff at?
[AGENT][NEUTRAL] Oh no, I don't even do this do this wait, wait, I just wanna do this.
[AGENT][NEUTRAL] We will this up some.
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] This is an individual this is crazy.
[AGENT][NEUTRAL] Insured
[AGENT][NEUTRAL] What is the name?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, who am I speaking with? [PII].
[AGENT][NEUTRAL] There it is.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Do we not get to it or?
[AGENT][NEGATIVE] I don't have time for this. We are not IT. What?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Somebody help this lady.
[AGENT][NEUTRAL] It's crazy.
[AGENT][NEGATIVE] Oh, I wish they trusted me, man. What?
[AGENT][NEUTRAL] Unable to file, to submit a claim at OSC, put it in ticket. OK, I don't.
[AGENT][NEUTRAL] Can log in but can't file a claim. We'll let her enter claim it or click on the box. We delete it, browser history and try different. Who, who.
[AGENT][NEUTRAL] Sure I did that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] That's not what it is.
[AGENT][NEGATIVE] All right. So basically, I have nothing to tell this lady. Oh my gosh, I'm so sorry, Ms. [PII]. This is a hot mess.
[AGENT][NEUTRAL] What am I gonna tell her?
[AGENT][NEUTRAL] I don't know what to tell her.
[AGENT][NEUTRAL] She's on the spreadsheet. The questions aren't there with the tips. So,
[AGENT][NEUTRAL] What's my next step?
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Where is my, I'm so sorry, Ms. [PII]. Got me scrambling.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] In 3 days.
[AGENT][NEGATIVE] Mm skin not the right color.
[AGENT][NEUTRAL] And that's OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you so much for holding. I'm so sorry for that wait. I'm I'm reaching out to who you spoke with to get an update, but she's on a call and it's, it's taking longer than expected. Is it OK if I have [PII] give you a call as soon as she finishes this call? Cause I don't, I don't, I don't want to give you any wrong information. I don't know what the update was, you know, because she sent it in.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Yeah, that would be great if we could just get a call back.
[AGENT][NEUTRAL] OK, I just didn't want you to hold that. I know it's already a lot. Alright, so I'm going to give her this phone number, the [PII] number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, and I will have her, you know what, hold on one moment, they're responding to me now.
[AGENT][POSITIVE] OK, so I will have her give you a call back to um assist you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII], and thanks for calling APL again. I'm sorry for that wait.
[CUSTOMER][POSITIVE] No, no worries.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] Right