AccountId: 011433970860
ContactId: f416bd71-692d-4d88-beb3-044c3fc998ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 689599 ms
Total Talk Time (AGENT): 155069 ms
Total Talk Time (CUSTOMER): 329820 ms
Interruptions: 7
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/f416bd71-692d-4d88-beb3-044c3fc998ae_20250218T21:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Yes, I've been trying to file a wellness claim for the last 3 weeks and it will not let me.
[AGENT][NEUTRAL] OK, um, OK, let me have your name and
[CUSTOMER][NEGATIVE] I mean, I mean, you guys take the money out every 2 weeks regardless, but as soon as every time I go to work on this damn thing, it don't work.
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the policy number?
[CUSTOMER][NEUTRAL] You have to look it up or hold on let me go on and see if I can get online and get it to work.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] How do you spell your last name again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] It's it's time to consider your phone. Your policy number's not showing on the website anywhere.
[AGENT][NEUTRAL] And that was [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] be
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] May I have your date of birth for security?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] It's done as well.
[CUSTOMER][NEUTRAL] They're still gusting out here over 20 miles an hour that mean the winds.
[CUSTOMER][NEUTRAL] Some areas
[CUSTOMER][POSITIVE] On the lot if you heading out this evening running some errands, we'll be another full day today.
[CUSTOMER][NEUTRAL] [PII], you know the 5 starts that.
[CUSTOMER][POSITIVE] Nodus great this is to do it.
[CUSTOMER][NEUTRAL] Being with us at [PII], I mean, well, one woman is dead.
[CUSTOMER][NEUTRAL] When the sort of thing.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Yeah, working on it's just finished.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Which policy?
[AGENT][NEUTRAL] Who's your employer?
[CUSTOMER][NEUTRAL] Which policy number do you want the group one or the illness one?
[AGENT][NEUTRAL] The illness one.
[CUSTOMER][NEUTRAL] It is 219-1856.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I have some food.
[CUSTOMER][NEUTRAL] I have accident and critical.
[AGENT][NEUTRAL] OK. What?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, is it giving you an error?
[CUSTOMER][NEUTRAL] Yeah, it says oops, there's a problem. Please call this number. I've tried for 2 weeks straight now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] We turned out that
[AGENT][NEUTRAL] Let me have um the mailing address and email address for verification. OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And then it's [PII].
[AGENT][NEUTRAL] And we have a [PII] one.
[CUSTOMER][NEUTRAL] A what? A [PII] Cony one, yeah, it's [PII].
[AGENT][NEUTRAL] [PII], uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We don't home with.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Free he did tell me that the biggest he faced with the high spread from the up to the icy making it difficult to get equipment up to it.
[AGENT][NEUTRAL] Tox screening let me pull that one.
[AGENT][NEUTRAL] Let me check and see what could be the problem. One moment.
[CUSTOMER][NEUTRAL] Uh, have put salt down on the lane just to make it easier to get that equipment out and trucks here have left within the last 10 minutes. Biological is also currently on scene here investigating the cause. We'll be sure to update you both on air and online as we learn more information for now reporting in [PII]. I'm [PII] in the news.
[CUSTOMER][NEUTRAL] Thank you, [PII]. The jury has been selected for the upcoming trial of [PII], who was accused of killing [PII] in [PII], according to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what type of computer are you using?
[CUSTOMER][NEUTRAL] I tried on my cell phone and a tablet.
[CUSTOMER][NEGATIVE] Neither works.
[AGENT][NEUTRAL] What browser are you using on the tablet?
[CUSTOMER][NEUTRAL] I don't know, it's Samsung, whatever Samsung comes with.
[CUSTOMER][NEUTRAL] Google
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] A [PII] girl [PII] as a [PII] to befriend the [PII] girl gaining her son then travels and turn off.
[AGENT][NEUTRAL] OK. Um, when it doesn't work, uh, electronically, you can always submit a regular claim. Um, it's just gonna be, um, you can still upload it into your account, but you're gonna go ahead and get it through the regular website at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] M.
[CUSTOMER][NEUTRAL] OK, why do you have a website then if it won't work?
[AGENT][NEGATIVE] I'm not sure why it's not working with you.
[CUSTOMER][NEUTRAL] I've did it. I've done it I've done it before, like last year and the year before I've done it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What, what source have you used in the past years to submit a claim? Is it the same tablet, the same, um, phone, or?
[CUSTOMER][POSITIVE] Yeah, correct.
[CUSTOMER][NEUTRAL] Everything was the same.
[CUSTOMER][NEUTRAL] Towards evening outs.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] They're currently 14 degrees.
[CUSTOMER][POSITIVE] Just we breathe and chill.
[AGENT][NEUTRAL] OK, so you're getting to the end of the claim form or the electronic claim and then you just go ahead and
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] As soon as I hit save, it goes, it comes up and goes, oops, call this number.
[AGENT][NEUTRAL] OK, are you clicking on the agreement? Are you clicking on the on the signature? Is it taking the signature?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's taking the signature. I hit the save button and then it comes up, oops, call this number.
[CUSTOMER][NEUTRAL] Other and her school pretty notice a little too our stuff.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][POSITIVE] I'll try I'll put it in. I'll start doing it right now while I'm on the phone with you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Alright, are you filing this claim for me self.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] And then I put the date [PII].
[CUSTOMER][NEUTRAL] 246.
[CUSTOMER][NEUTRAL] But the, the place.
[CUSTOMER][NEUTRAL] The contact number.
[CUSTOMER][NEUTRAL] Routine physical.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] I signed it. I hit the acknowledge.
[CUSTOMER][NEUTRAL] I hit the save button, hit the file my claim.
[CUSTOMER][NEUTRAL] And it comes up oops, there's been an error. Looks like we're experiencing technical technical difficulties. Please call this number.
[AGENT][NEUTRAL] OK. And that's just a general er error, um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] OK, so, yeah, it looks like you're doing everything you need to do. Um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I'm just going through all the steps again to make sure that you're following the steps but it looks like you are um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, I've tried it.
[AGENT][NEUTRAL] We don't troubleshoot, yeah, we don't troubleshoot in this department so what I can do is send it over to uh support and have them to troubleshoot and see uh what's going on, um, but if you don't want to keep waiting, the best thing is to send the claim on the paper claim you can see.
[CUSTOMER][NEUTRAL] I'm just gonna, I'm, I'm gonna make it easy. I'm gonna drop you guys and save my fucking money every week.
[CUSTOMER][NEGATIVE] Because you guys are worthless.
[AGENT][NEUTRAL] Do you want me to send the ticket or you want to go ahead and get the electronic um claim form?
[CUSTOMER][NEGATIVE] Uh, no, I'm I said I'm dropping you guys. You guys can shove your money, shove your shit up your ass.
[CUSTOMER][NEGATIVE] So I'll be canceling it once I go to work tomorrow, since you guys don't have a website that works.
[AGENT][MIXED] I do apologize that it's not working for you, but it it is working just fine. I'm not sure what's happening on your end and the only thing, the only thing we can do is troubleshoot, but it has.
[CUSTOMER][NEUTRAL] Oh yeah. Oh yeah.
[CUSTOMER][POSITIVE] It's working fine, yeah.