AccountId: 011433970860
ContactId: fa1ac328-816c-4c0e-9a6d-d39355e7c776
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506600 ms
Total Talk Time (AGENT): 195768 ms
Total Talk Time (CUSTOMER): 108235 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/fa1ac328-816c-4c0e-9a6d-d39355e7c776_20250317T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm actually trying to um to submit a claim um online and I uploaded all my files and when I hit submit it's saying um that it looks like there's technical difficulties um please contact customer service.
[AGENT][NEUTRAL] OK. I can help you with that. Can you provide me with your policy number, please?
[CUSTOMER][NEUTRAL] Um, yes, I could. Let me just get it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Like the hardest claims process I've ever dealt with.
[AGENT][POSITIVE] Oh goodness, I'm sorry to hear that.
[CUSTOMER][NEUTRAL] Yeah, policy number.
[AGENT][NEUTRAL] It may just be that our go ahead.
[CUSTOMER][NEGATIVE] No, but this this I faxed it two times. They keep asking for more information. It's ridiculous. Um, OK, policy number is 025.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 919-61.
[AGENT][NEUTRAL] Thank you. Give me just a moment while I pull your information up.
[AGENT][NEUTRAL] We'll do a quick verification.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Our system could just be down to at the moment that may be the problem.
[AGENT][NEUTRAL] Um, well,
[AGENT][NEUTRAL] My stuff, you know, anyway, alright, may I have your name please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And Ms. [PII], may we verify your date of birth and then your address?
[CUSTOMER][NEUTRAL] Yeah, the date of birth is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And I see you're calling from the number that we have on file, [PII]. And the last say, let's verify your email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. Everything is matching and up to date.
[AGENT][NEUTRAL] So let's see what you have with us right and so you have tried to submit that claim and you're it's just not going through.
[CUSTOMER][NEGATIVE] Nope, it's saying there has been an error please contact customer service.
[AGENT][POSITIVE] Oh goodness. Hold on one second, please.
[CUSTOMER][NEUTRAL] And you may see them on your side and
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So it is just not wanting to upload. I'm checking with somebody right now. Oh, she's on the phone.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah. Check with someone else to see if they're there.
[AGENT][NEUTRAL] Is this an EOB?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Um, is this an EOB?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What's an AOB?
[AGENT][POSITIVE] Um, explanation of benefits. I'm so sorry.
[CUSTOMER][NEUTRAL] It's, it's my receipt and the details of the, the doctor's visit.
[CUSTOMER][NEUTRAL] That's what they asked for.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, I am going to, uh, what I need to do is place you through to the area that assists with this getting these documents uploaded. I was just checking with someone on that and they can much better assist you with that so we can get you taken care of today.
[AGENT][POSITIVE] Hopefully it has hopefully our system is not down, you know, at the moment. Give me just a moment, please. And before I transfer you, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you very much.
[AGENT][POSITIVE] Well, thank you for calling APL and I hope you have a wonderful day, Ms. [PII]. One moment, please.
[AGENT][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII].
[AGENT][NEUTRAL] That tickled me that you were actually the one to get the call. It looked like on you.
[CUSTOMER][NEUTRAL] When I saw that, I was like, let me hurry up and get it available.
[AGENT][NEGATIVE] Oh [PII], I was like, well, you're the only one who's not on call training or in 60 minutes you were finishing this. So I'm just gonna sit here and let it go to somebody.
[AGENT][NEUTRAL] That's all I can do. We have, uh, I can, I can't speak for everybody, but I can personally speak for myself. I have no idea whatsoever how to do a claim. So.
[CUSTOMER][NEUTRAL] Oh, it's OK.
[AGENT][NEUTRAL] OK. So her name is, let me give you her policy 1st, 259.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1961.
[AGENT][NEUTRAL] I verified her information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2591961.
[CUSTOMER][NEUTRAL] Secret?
[AGENT][NEUTRAL] [PII], she is calling for the number on file, but I can give that to you real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 619.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she wants to know how to file a claim on OSC.
[AGENT][NEGATIVE] No, she needs assistance with getting it filed. She's getting aggravated.
[CUSTOMER][POSITIVE] Oh [PII]. OK. I can help her.
[AGENT][NEUTRAL] She's not really necessarily ugly, she's just aggravated, you know.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, cause it's a lot of steps.
[AGENT][NEUTRAL] Which is
[AGENT][NEUTRAL] Oh, so anyway.
[AGENT][NEUTRAL] You ready, Miss [PII]?
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][POSITIVE] OK. Thank you, dear. Have a good day.
[CUSTOMER][POSITIVE] OK. You're welcome. You too.
[AGENT][POSITIVE] Thanks. Bye.