AccountId: 011433970860
ContactId: f246f0a2-3bf1-4815-8c5f-dca2c0f66b2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 768849 ms
Total Talk Time (AGENT): 133735 ms
Total Talk Time (CUSTOMER): 292069 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/f246f0a2-3bf1-4815-8c5f-dca2c0f66b2a_20250616T16:50_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have had a claim that's been processed and it's already been deposited in my checking account, but I was trying to download the documents from the website and it will not let me so I don't I mean I.
[CUSTOMER][NEUTRAL] I punch on it, nothing happens. Um, my daughter was home yesterday and
[CUSTOMER][NEGATIVE] I'm on Google. She went to Safari and tried, and when she did Safari, it just came up like a mass number of numbers, like none of them in line. It was just, so I was wondering if you could email the documents to me.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 72729-960.
[AGENT][NEUTRAL] OK. Can I get your first and last name?
[CUSTOMER][NEUTRAL] Um my first name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] And this was on my husband's um claim actually.
[AGENT][NEUTRAL] OK, and then can you verify your address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your email address, [PII]?
[CUSTOMER][NEUTRAL] It's all lower case, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And have you registered your account online with the new website?
[CUSTOMER][NEUTRAL] Yes, uh yes, I have, and like I say, everything comes up I can see the claim, um, the claim number, the amount and all, and it has just a little box with the error and it says download documents and when I hit that nothing happens.
[CUSTOMER][NEUTRAL] And like I said, she went to safari and when she did it, it just came up with
[CUSTOMER][NEUTRAL] You know, all these little bitty numbers all over the place, so.
[AGENT][NEUTRAL] Not showing you I, I don't show a account in our new system. When was the last time you had logged in prior to yesterday?
[CUSTOMER][NEUTRAL] Um, I actually called, I think last Friday and talked to someone about the, um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The claim and the amount I was getting and if it would be direct deposited so.
[AGENT][NEUTRAL] Do you remember when was the last time you had logged into the actual system?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, yesterday.
[CUSTOMER][NEUTRAL] But I mean, yeah, yesterday and then today I've tried a couple of times to just see if it comes up but um.
[AGENT][NEUTRAL] Right, prior, prior to yesterday, do you know when the last time was?
[CUSTOMER][NEUTRAL] Yeah, I got
[CUSTOMER][NEUTRAL] Friday, Thursday or Friday, one, I think Friday.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I, I don't know why we're not seeing, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, uh, OK, give me just one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, sorry about that. I was just making sure what the turnaround time was and how uh how you when you will be able to see it, um, but yes, you should be able to see it. So does the claim number appear or there's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I have the claim number. Yeah, I have the claim number um it's the whole the insured, the relationship, the policy number, um, they received, um, they completed status coverage, and then the amount. I've got that but where it says to, you know, download documents it doesn't do anything.
[AGENT][NEUTRAL] Does it give an error message or you just click on it and it just spins, or?
[CUSTOMER][NEGATIVE] You just click on it and it doesn't do anything.
[CUSTOMER][NEUTRAL] It just sits there.
[AGENT][NEUTRAL] Are you able to click on the claim number itself or?
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] No, right beside the claim number to the right and the claim number, all that's in black and then the download document.
[CUSTOMER][NEGATIVE] It's in like a blue and I click on it and nothing happens like it's not um let me see and then I've got other claims listed below that same thing I can click on it and nothing's happening.
[CUSTOMER][NEUTRAL] So I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Me.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Reading a guide to make sure I'm not missing anything, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, um,
[CUSTOMER][NEGATIVE] I was trying to open it in Safari, and it's, it's not showing anything. It's
[CUSTOMER][NEUTRAL] Hm. Let me see there, let's see.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Now this is on an iPad. I don't know if that's.
[AGENT][NEUTRAL] No, it shouldn't matter.
[CUSTOMER][NEUTRAL] OK, no. Mm mm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, let me double check one more thing.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, and then you're not, you, you actually can't click on any of the claims, is that right?
[CUSTOMER][NEUTRAL] That's right. Nothing, uh uh, no.
[AGENT][NEGATIVE] Nothing comes up.
[CUSTOMER][NEUTRAL] Mm mm. It just goes around and around and.
[CUSTOMER][NEGATIVE] And and I just said something that shut me out. Let me go back.
[AGENT][NEUTRAL] OK, and just to clarify, was it spinning, was there a circle spinning beside it or didn't do anything?
[CUSTOMER][NEGATIVE] Yes, it is spinning. Yeah, it's, I'm looking at right now because I got back in it. It is spinning, and when it quits spinning, but it takes a while for it to spin that um download documents comes up and when I click on it, nothing. It just sits there. I mean, it doesn't.
[AGENT][NEUTRAL] It it
[AGENT][NEGATIVE] It won't spin after that.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] No, no, mm, mm mm.
[CUSTOMER][NEGATIVE] Right now it says it's got like a little error going down and it says download documents and when I click on it.
[CUSTOMER][NEUTRAL] They're just sitting there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me put in a ticket with our IT department, um, see what's going on and what browser you currently on on your iPad?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that Google, Google.
[CUSTOMER][NEUTRAL] I'm on Google. Mhm.
[AGENT][NEUTRAL] OK, and then what's the best contact number to contact you back, or would you rather be emailed?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Maybe emailed that would might be better.
[AGENT][NEUTRAL] Let me verify that just once again.
[AGENT][NEUTRAL] That was the [PII]. Is that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. I think, my gosh, oh my Lord. See, I didn't got all confused.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] It should be [PII]. I haven't ever heard.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Yeah, I'm sorry. My old one was net. It's called I'm so sorry.
[AGENT][NEUTRAL] Oh, that's just
[AGENT][POSITIVE] That's fine. No, no worries, no worries.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] OK, all right. I'm gonna get this ticket put in and then, um, we should have someone will be contacting you within 24 to 48 hours, OK?
[CUSTOMER][POSITIVE] OK, that'll work thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] You too. Thanks.