AccountId: 011433970860
ContactId: f3703201-fe27-4bae-adc1-d429c9c5f57b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231229 ms
Total Talk Time (AGENT): 75951 ms
Total Talk Time (CUSTOMER): 123558 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/f3703201-fe27-4bae-adc1-d429c9c5f57b_20250616T16:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. So good afternoon. Good morning. Hi, this is [PII] in the claims department. I have the insured on the line. Hey, with um policy number 2004.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 5291.
[AGENT][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.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said [PII] was the name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, first name is [PII].
[AGENT][NEUTRAL] [PII], OK, alright.
[AGENT][NEUTRAL] And you have Mr. [PII] on the line?
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] I do have [PII] on the line.
[AGENT][NEUTRAL] OK. Did you verify him?
[CUSTOMER][NEUTRAL] I did verify all information.
[AGENT][NEUTRAL] OK. Did you get a call back?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is he calling in regards?
[CUSTOMER][NEUTRAL] OK, he is trying to um get assistance with the online service center. um, I have verified information. He has an account, right?
[CUSTOMER][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.
[CUSTOMER][NEGATIVE] And it gave him an error message, there's an error.
[AGENT][NEUTRAL] OK, so he's in the new OSC and he um goes to everything until he goes to submit a claim and he gets an error at that point.
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] OK dokey. All right, let me see what I can do. All right, um, you can go ahead and put him through.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, one moment, so.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][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][POSITIVE] Good morning, Mr. [PII]. Yes, I'm here. I got it. Thank you. Good, thank you. How about you, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK. And so
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much have a great day.
[AGENT][NEUTRAL] OK, so Miss.
[CUSTOMER][POSITIVE] All right, hopefully you can help.
[AGENT][NEUTRAL] Alright, let's see what we can do. Um, she said that you're having troubles trying to submit a claim, is that correct?
[CUSTOMER][NEUTRAL] OK. What it is is I, I, uh, I had a, a, a one week, uh, stay in the hospital with my wife, and, um.
[CUSTOMER][NEUTRAL] I talked to one of my employees here and they explained to me how I submit forms and stuff like that through the APL so we went online I logged in, set up an account, got password, did all that stuff. Well, when I log in under what do you call it the the dashboard or log in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and basically it's, it's scrolling through as it's trying to load the page but never completely loads the page, but on the side of the page it says, OK, go ahead and start your claim. So I said, well, we clicked on start your claim, fill out the most basic stuff, and we get to where it says claimant details and nothing pops up that says no claimants available and it says contact us.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] So that's that's why I contacted you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I put you on a brief hold? It's my wife calling. Give me one moment.
[AGENT][NEUTRAL] Sure, go ahead.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.