AccountId: 011433970860
ContactId: f9d74774-3b48-4599-b6c6-4379601d6373
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229800 ms
Total Talk Time (AGENT): 101097 ms
Total Talk Time (CUSTOMER): 66983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/f9d74774-3b48-4599-b6c6-4379601d6373_20250429T16:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I've been trying to submit a wellness claim online all day, and I just keep getting an error message when I file the claim. It just says oops, there's been an error. Looks like we're experiencing technical difficulties. If you continue to experience issues, please contact customer service. Well, I know I can't file a claim over the phone, so I just need to know if your IT team has an ETA on when the portal will be fixed so I can submit my claim.
[AGENT][NEUTRAL] Um, we haven't been updated on an ETA, um, and I definitely do apologize for the inconvenience. Um, we haven't received any, um, follow up. Let me see.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Colleagues.
[AGENT][NEUTRAL] What is, so it, so it's just giving you like a technical difficulty error?
[CUSTOMER][NEGATIVE] Yeah, so it'll let me um click on the button to file a wellness claim. It'll let me submit all the information, and then when I click submit to file the actual claim, it says oops, there's been an error. We're experiencing difficulties contact customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If you'd like, I can pull up your policy and send like a ticket over to IT. I mean, I know they're aware of it, but just to let them know this isn't coming, like, this is still out there, um.
[AGENT][NEUTRAL] But as of like right now, we haven't received any ETA's on the um
[AGENT][NEUTRAL] Update.
[CUSTOMER][POSITIVE] OK, yeah, that would be great.
[AGENT][NEUTRAL] OK, um, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you for that, and Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] It's 248-3378.
[AGENT][NEUTRAL] And that was 248-3378?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, here we go. OK, so I will go ahead and send the ticket over. Um, do you, uh,
[AGENT][NEUTRAL] I can put if let me think how to do that.
[AGENT][NEUTRAL] I can have for them to let me know.
[AGENT][NEUTRAL] When like it's completed and then I can reach out to you to let you know.
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][NEUTRAL] You wanna do that? OK.
[AGENT][NEUTRAL] And then I can call you back on the [PII] number.
[CUSTOMER][NEUTRAL] No, ma'am. uh just contact my cell at [PII].
[AGENT][NEUTRAL] [PII]. OK, so I'll call you back on that just to confirm [PII]?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Alright, so I'll send this over and um request for them to give me an update when everything is completed, that way I can update you um so that you can file the claim.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Again, we do apologize for this inconvenience. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that will be all.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.