AccountId: 011433970860
ContactId: f8b95f23-12f5-40a0-ae91-bc41f18c6b78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164220 ms
Total Talk Time (AGENT): 59829 ms
Total Talk Time (CUSTOMER): 90301 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/f8b95f23-12f5-40a0-ae91-bc41f18c6b78_20250408T22:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how you doing, [PII]? My name is [PII]. um, I'm attempting to uh file a um a a wellness claim online.
[CUSTOMER][NEGATIVE] And um I got through the process and I'm stuck at the final.
[CUSTOMER][NEUTRAL] Step of um basically uh submitting the claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And basically it's signing my name, uh, it says please sign below using your mouse. I mean, I'm on a tablet, so even when I tried to write it in with my finger.
[CUSTOMER][NEGATIVE] The whole screen turns into these weird lines. It's strange. I tried it on two different uh
[CUSTOMER][NEGATIVE] Uh, tablet. I tried it on my phone and two different tablets that I have access to and it's just these weird scribbly dark black lines come up on the uh the space where it says sign my name.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Do you have a way to save your progress in it and like go back to it later maybe?
[CUSTOMER][NEUTRAL] If, if
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Why are you saying it might be the system messed up or something?
[AGENT][NEUTRAL] I'm thinking it's maybe because you're trying to use like a mobile device or a tablet they generally tell us to have people do it on like a desktop. Most of the time people can't do it at all on a tablet or a mobile device.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Wow, yeah, I don't have no access to a to a desktop. I mean, it's, everybody pretty much has like laptop, you know, tablets or you know.
[CUSTOMER][NEUTRAL] Or your phone, your phone is kind of like a computer now, you know, I'm kinda shocked.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So yeah, I mean aside from that if if you don't have access to a desktop.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] Um, the only other thing you could do would be if you can just print the form out, you can just mail it to us or fax it.
[CUSTOMER][NEUTRAL] OK, so with like snail mail, yeah, OK, I have a form here. You know what, I'm just gonna just, uh, probably go to the library tomorrow. Well, shit, they don't even, well, yeah, they have mouses, yeah, they do. They have them.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Right, they do.
[CUSTOMER][MIXED] OK, but it will work with the mouse, right?
[AGENT][NEUTRAL] Yeah, yeah. It's unfortunate. It just, you know, it's not um quite as tech savvy as, you know, it should be. So yeah, we just tell people to use the desktop. I'm sorry.
[CUSTOMER][NEUTRAL] It's the way it is.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] That's OK. I'll just do it tomorrow. Thank you.
[AGENT][POSITIVE] Yeah, no problem. Take care.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye