AccountId: 011433970860
ContactId: 0d8140e2-d995-4c69-9a81-78597dc02672
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 4789770 ms
Total Talk Time (AGENT): 950604 ms
Total Talk Time (CUSTOMER): 1684021 ms
Interruptions: 7
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/0d8140e2-d995-4c69-9a81-78597dc02672_20250604T20:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Excuse me. I've been on the phone. I'm a, a client.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] And I have a claim.
[CUSTOMER][NEUTRAL] And I think it was with um.
[CUSTOMER][NEGATIVE] [PII], do you know what? I don't know why I can't find my notes when I was talking to her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you look it up for me and you could figure out where I'm who I'm trying to talk to by my um claim number or by my member number or whatever it is.
[AGENT][NEUTRAL] Yeah, your policy number?
[CUSTOMER][NEUTRAL] Yeah, you want that?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, 022.
[CUSTOMER][NEUTRAL] 71291
[AGENT][NEUTRAL] OK. Could I get your first and last name?
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][NEUTRAL] And then what is your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then can you verify your address for me?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, and then a good email address?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And were you just
[CUSTOMER][NEGATIVE] Alexa, stop.
[AGENT][NEUTRAL] Were you just talking to her or was she expecting a call from you or?
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Well, yeah, apparently, we talked a few days ago.
[CUSTOMER][NEGATIVE] And they were supposed to be telling me what else they needed but I didn't get that so.
[CUSTOMER][NEUTRAL] Right, I'm confused so I need to talk to her again I guess figure out what it is we want we need uh apparently my claim wasn't quite filled out correctly.
[CUSTOMER][NEUTRAL] So it's like in the, she says it's gonna be like an appeal now.
[CUSTOMER][POSITIVE] But anyway, she was working with him and um anyway she was working with me and sounds like.
[CUSTOMER][NEUTRAL] They just didn't fill it out correctly so what we have to do is just get the proper paperwork and stuff in but uh like I say, I can't find the notes when I was talking to her and she was gonna let me know or that the department was to let me know exactly what other documents they were gonna want so that's why I was trying to touch base with them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me, uh, let me look in the.
[CUSTOMER][NEUTRAL] It it should be in the notes.
[AGENT][NEUTRAL] Yeah, that I'm, I'm gonna look at those. Give me just one moment. Do you mind if I place you on a brief hold? OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No, that's fine.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] View
[AGENT][NEGATIVE] Based on our previous call, the documents don't provide enough information to make an alternative.
[AGENT][NEUTRAL] New document
[AGENT][NEUTRAL] Sure it was transfer here understand the claiming noninvasive cancer.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, I'm so sorry about that. Yeah, I was just reading through making sure I, yes, it looks like there was a clarification that we needed that you know that it was noninvasive versus invasive and so based on the information that we've received so far we we've classified this as noninvasive. So is there something additional that you're getting from you can get from your physician that gives us even more detail?
[CUSTOMER][NEUTRAL] OK, yeah, that's OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh yeah, there's a whole bunch yeah exactly and that's what she was waiting to let me know where to start sending things but instead of nobody's let me know that I just keep getting more and more copies of the uh claim form.
[AGENT][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, so you would want to basically appeal.
[CUSTOMER][NEUTRAL] To go out.
[CUSTOMER][NEUTRAL] Get a corrective claim on.
[AGENT][NEUTRAL] Yeah, so it.
[CUSTOMER][NEUTRAL] Oh, appeal, yeah.
[AGENT][NEUTRAL] Right, you're appealing our decision that based on the information we received thus far, this is non-invasive. So if you have additional documentation from your healthcare provider that you can provide, then we can look at that and determine if we can change our option.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Correct, so that we had discussed that, but she never let me know exactly what, so I've been looking at the documents.
[CUSTOMER][NEUTRAL] And they clearly uh define it like in the um.
[CUSTOMER][NEUTRAL] Oh, the upload and the.
[CUSTOMER][NEUTRAL] The office visits and the uh uh radiation. So I can send copies of all those things easily because they're in my chart, you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Online, uh.
[AGENT][NEUTRAL] Yeah, that, that would be fine if, if that has additional information, yes, we can, we can review that.
[CUSTOMER][NEUTRAL] Yeah, it talks about the uh tumor being in my thigh and then on and on and another 3rd edition and that kind of stuff.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, yes, this is the 3rd, see, I started off with a tumor in my thigh that was removed. Then the tumor came back and encompassed the whole thigh and around the sciatic nerve.
[CUSTOMER][NEUTRAL] So we've just been watching that for years because of the sciatic nerve.
[CUSTOMER][NEUTRAL] Then about a year ago, it grew outward and extended again and now that looked like something even different, more serious. So that's why they had me do radiation and we just removed that one in um April.
[CUSTOMER][NEUTRAL] And he wasn't able, which the documents describe.
[CUSTOMER][NEUTRAL] Able to continue on, on trying to excise all the stuff in my muscle, the tumor in my muscle because it's just too dangerous, you know, what's the benefit of being maybe crippled, you know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So we're just gonna monitor that. So all that they talk about, you know, in the thing so I can easily send you those things and then you can let me know if you need more.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, along with that, do you need the doctor to read oh you're gonna let me know I guess after you read this because it's his documents so I'm gonna send you.
[AGENT][NEUTRAL] Yeah, so if you'll send what what you've got, we can look at that and then make a further determination if we can reconsider the claim and then um do you want to fax that or would you like to mail it or uh upload on our new portal?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well it's coming out of my chart so I actually can send it right from my chart to you. I just need your um email where you want it to go.
[AGENT][NEUTRAL] Uh, well, we can't do emails. We don't have email as an option.
[CUSTOMER][NEUTRAL] And I'll put
[CUSTOMER][NEUTRAL] Oh, well then
[CUSTOMER][NEUTRAL] Mm, let's see.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Now, if you create a.
[CUSTOMER][NEUTRAL] How we gonna do it then.
[AGENT][NEUTRAL] So, an online account, you can upload documents, OK, and so that would work. Have you created an account with us yet?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh, tell you the truth, I don't know. I can't remember. I don't think so. I don't know.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Let me try to pull it up and see.
[AGENT][NEUTRAL] Yeah, I was gonna see if you wanna try to do that we can get that's probably the easiest way if um if you have access to try that right now. So um it's secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It secured what?
[AGENT][NEUTRAL] A [PII].
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[CUSTOMER][NEUTRAL] So that's where you want me to go to establish uh an account or whatever?
[AGENT][NEUTRAL] Yes, so you'll create a new account.
[AGENT][NEUTRAL] And they'll walk you through, you're gonna be the insured, that's gonna be the role that best describes you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][POSITIVE] OK, let's, I'm gonna be like it's good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Dot AMP.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, log in to my AMP no.
[AGENT][NEUTRAL] You'll do the create.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Create new accounts.
[CUSTOMER][NEUTRAL] I need.
[CUSTOMER][NEUTRAL] two choices. Let's see.
[CUSTOMER][NEUTRAL] OK, there's 2 and then, well, I don't know which one is yours. Let's see.
[CUSTOMER][NEUTRAL] We'll need an AMP account number and plan number to register.
[CUSTOMER][NEUTRAL] You'll be able to do banking on the go, compare change that's not what we want as a bank.
[CUSTOMER][NEUTRAL] Both of these look like banks.
[AGENT][NEUTRAL] OK, so you are at [PII]?
[CUSTOMER][NEUTRAL] Oh, I don't have public spelled out.
[AGENT][NEUTRAL] Yeah, spell it out, yeah.
[CUSTOMER][NEUTRAL] OK, now I see that should be here.
[CUSTOMER][NEUTRAL] Which the welcome online APL, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I am public.
[CUSTOMER][NEUTRAL] OK, and log in so I'll have to create something, huh?
[AGENT][NEUTRAL] Yes, so you'll do create an account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'll be the insured.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, last minute.
[CUSTOMER][NEUTRAL] Social.
[CUSTOMER][NEUTRAL] I see what happened there.
[CUSTOMER][NEUTRAL] Oh birthday.
[CUSTOMER][NEUTRAL] Oh, I forget it's an easy way to go back to a year.
[CUSTOMER][POSITIVE] It took me a long time to realize that I go boom, boom, boom, boom.
[CUSTOMER][NEUTRAL] OK, let's see, get close.
[CUSTOMER][POSITIVE] I'm glad you have time to help me.
[AGENT][POSITIVE] Oh yeah, absolutely. That's what we're here for.
[CUSTOMER][NEUTRAL] So let's see, alright, [PII] zip code didn't stay for some reason.
[CUSTOMER][NEUTRAL] Put it in again. My license staying?
[CUSTOMER][NEUTRAL] OK, see if that'll stay.
[CUSTOMER][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] OK, next.
[CUSTOMER][NEUTRAL] Complete your account set up, continue.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Waiting on the code.
[AGENT][NEUTRAL] Yeah, it takes just a.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'll hit it again, OK?
[CUSTOMER][NEGATIVE] The code is incorrect. I didn't put anything in. Please try again, OK?
[CUSTOMER][NEUTRAL] do it.
[CUSTOMER][NEUTRAL] I don't know what's wrong.
[CUSTOMER][NEUTRAL] I'm gonna back up.
[CUSTOMER][NEUTRAL] Complete your account set up. OK, let's go back.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Oh, must have messed up, honey.
[AGENT][NEUTRAL] Is it giving you any kind of error?
[CUSTOMER][NEGATIVE] It won't come on
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Welcome on. I think I have to start over.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm, can't be final step. We haven't done anything, I wouldn't think.
[CUSTOMER][NEUTRAL] Verification is necessary, OK.
[CUSTOMER][NEUTRAL] I'm way back to waiting on a to.
[CUSTOMER][NEUTRAL] Oh, but it's not gonna pop up on my phone. Oh shoot, it's gonna go to email, huh?
[AGENT][NEUTRAL] Yes, it'll go to your email.
[CUSTOMER][NEUTRAL] That's where I always have trouble once I leave this, getting back to it. OK, but I got to leave it. Here we go.
[CUSTOMER][NEUTRAL] OK, here it comes.
[CUSTOMER][NEUTRAL] Coffee. I gotta get back to where I was.
[CUSTOMER][NEUTRAL] I know there's an easy way. I don't know it at all.
[CUSTOMER][NEUTRAL] I got there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] New password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, we need uh.
[CUSTOMER][NEUTRAL] The right to show up.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I won't it let me uh.
[CUSTOMER][NEGATIVE] It wants to use its filled in password. Let me just copy it, it's pretty wrong.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we'll save and fill.
[CUSTOMER][NEUTRAL] Oh it continue.
[CUSTOMER][NEGATIVE] OK, I don't know why it won't move on to the next thing.
[AGENT][NEUTRAL] Is it giving like an error message or?
[CUSTOMER][NEGATIVE] Oh, it's not giving anything. It's just like it's stuck there, not moving. Use strong password, so I said, OK, they put one in.
[CUSTOMER][NEUTRAL] I say, OK, I'll do it, you know, save and feel and when I
[CUSTOMER][NEUTRAL] Excuse me, when I push save and fill there's nothing happens.
[AGENT][NEUTRAL] Um, are you able to?
[CUSTOMER][NEUTRAL] No, they ask but not now.
[CUSTOMER][NEUTRAL] I guess I'll hit not now and see what happens. Our only other option.
[CUSTOMER][NEUTRAL] But I already saved it. I don't know. Here we go, not now.
[CUSTOMER][NEUTRAL] OK, just my name.
[CUSTOMER][NEUTRAL] What name is that you think?
[AGENT][NEUTRAL] Uh, it just be whatever your name is, like, yeah, just your whatever name you want it to.
[CUSTOMER][NEUTRAL] My last name?
[CUSTOMER][NEUTRAL] You mean like me?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I mean I can put in what I want.
[AGENT][POSITIVE] You can put in what you want, yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Given name is my last name, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or it's the opposite.
[AGENT][NEUTRAL] So, given, given your last name.
[CUSTOMER][NEUTRAL] It's giving me
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, surname don't have that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, done.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] OK, now.
[CUSTOMER][NEUTRAL] 8 to 16 characters, characters containing 3 out of 4 of the following. They made it up. How can they not like it? What?
[AGENT][NEUTRAL] Is this giving you an option to change the password? Is that what it's?
[CUSTOMER][NEUTRAL] Mm mm
[AGENT][NEUTRAL] Wanting
[CUSTOMER][NEUTRAL] It's telling me, well, it's telling me 8 to 16 characters can name 3 out of 4 of the following lowercase, you know the business uppercase digits and symbols.
[CUSTOMER][NEUTRAL] I don't know. Password for this website.
[CUSTOMER][NEUTRAL] What does that mean?
[CUSTOMER][NEUTRAL] It's a different thing altogether.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Are you able to just um go back out and then log you were able to get past your email address as your username and then.
[AGENT][NEUTRAL] It let you create the password, correct?
[CUSTOMER][POSITIVE] Well, it created it for me, oh, now I can change it. I think, yes, I got you. Now I'm gonna change it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, change the next one.
[CUSTOMER][NEUTRAL] Let me write that down quick.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Verification notice was sent to your inbox. Please copy it.
[CUSTOMER][NEUTRAL] We gotta do it again. No, we did that.
[AGENT][NEUTRAL] Yeah, it's a two-factor verification, unfortunately, we're just, we're trying to keep everything secure since we're dealing with medical stuff.
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So I, I, I say OK, verify code again, huh?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I don't know where I'm supposed to put it. This code is expired. Please request a new code. Oh.
[CUSTOMER][NEGATIVE] I've made too many incorrect attempts. Please try again later.
[CUSTOMER][NEUTRAL] Claim not verified.
[CUSTOMER][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] Now what?
[AGENT][NEUTRAL] Can you, is it, will it let you?
[CUSTOMER][NEGATIVE] You're almost there. I don't know why he did that.
[AGENT][NEUTRAL] Uh, we'll let you log out and then try and then log back in with the new password you created and then your email address.
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] OK. I'll I'll shut it down. Let's see what happens.
[CUSTOMER][NEUTRAL] Let's see where do we log out.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It goes back to the beginning, but it doesn't actually let me get out of it. So go ahead and try it anyway.
[AGENT][NEUTRAL] Are you, do you, is there any like dashboard or my policy or is what's on your screen?
[CUSTOMER][NEUTRAL] You want me to turn off?
[CUSTOMER][NEUTRAL] I'm all the way back to the first page, which role best describes you?
[AGENT][NEUTRAL] OK, well, no, you won't do that. You'll just do, can you just uh just restart and then just log in you won't do um which role best describes you.
[CUSTOMER][NEGATIVE] Alright, I'm gonna shut the whole thing down, OK.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Alright, OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, now I have to go back.
[CUSTOMER][NEUTRAL] Oh, it's still there. I want you to go away while you're still here.
[AGENT][NEUTRAL] Um, do you know how to clear your history, like on your browser?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, that's what I'm doing right now.
[CUSTOMER][POSITIVE] And hopefully that did it.
[CUSTOMER][NEUTRAL] OK, I go back in.
[CUSTOMER][NEUTRAL] I think I got rid of it, yeah. OK, so I start.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Secured.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right? Let's see, [PII].
[CUSTOMER][NEUTRAL] I wasn't kidding when I said your patience was gonna be really needed.
[AGENT][POSITIVE] It's totally, totally fine.
[CUSTOMER][NEUTRAL] OK, log in.
[AGENT][NEUTRAL] We've had a lot of bugs with this process, so it's, it's totally fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] OK, now it's making me keep that old password.
[CUSTOMER][NEGATIVE] We can't seem to find your account.
[CUSTOMER][NEUTRAL] Let's see if it'll let me put my new password in.
[CUSTOMER][NEUTRAL] OK, let's see what happens.
[CUSTOMER][NEUTRAL] No, we can't find my account but my email address.
[AGENT][POSITIVE] Oh my goodness gracious. OK, let's see.
[AGENT][NEUTRAL] But you got to the point where it let you create a password, correct?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And but we can't seem to find your account.
[AGENT][NEUTRAL] OK, so I guess if, if they can't find your account, then we'd have to just start all over again.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Weird. It it seems like you got past the options.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know it
[CUSTOMER][NEUTRAL] Now how we can start over. You want me to try to close it and come back in.
[AGENT][POSITIVE] Yeah, well, let's try that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] We can get this successfully created. It is the fastest way to get.
[CUSTOMER][NEUTRAL] It's created it is.
[AGENT][NEUTRAL] Documents uploaded and stuff, so.
[CUSTOMER][POSITIVE] Yeah, I hope we can do it, of course.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, we'll definitely be able to, but I might need to put an IT ticket if we can't get it successfully here. We're, like I said, we just, we just launched on Monday, so we are working out, you know, some, some bugs and stuff, so.
[CUSTOMER][NEUTRAL] The online service center provides 24/7 access.
[CUSTOMER][NEUTRAL] That's what's coming up.
[CUSTOMER][NEUTRAL] Online service set up that's not what we just wanna, want you to say thank you. Goodbye.
[CUSTOMER][NEUTRAL] OK, I'm gonna turn the phone off. No, I can't. I'm talking to you. OK, let's see.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I'm gonna get rid of. OK. I managed to find it last time and delete it. Now, of course, I can't.
[CUSTOMER][NEUTRAL] Naturally.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEGATIVE] OK, it should be gone.
[CUSTOMER][NEUTRAL] I try to go in again.
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] Dot A.
[CUSTOMER][NEUTRAL] In public.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] OK, log in here we go.
[CUSTOMER][NEUTRAL] Email address here we go.
[CUSTOMER][NEUTRAL] I don't get it. It says sign in to [PII].
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] What's your password for?
[CUSTOMER][NEGATIVE] [PII] that that must be a scam thing trying to get in here.
[AGENT][NEGATIVE] Yeah, that seems, that's not right. That should not be there. Nope.
[CUSTOMER][NEUTRAL] I think like, OK, I got something else to do.
[AGENT][NEUTRAL] Do you have access to a desktop or laptop?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] I didn't know if that might be a
[CUSTOMER][NEUTRAL] I I have to search.
[AGENT][NEUTRAL] Yeah, I didn't know if that might be a little easier.
[CUSTOMER][NEUTRAL] Work better.
[AGENT][NEUTRAL] Um, to access.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, here we go on my password.
[CUSTOMER][NEUTRAL] I'll give it this try and then I'll get another computer.
[CUSTOMER][NEUTRAL] OK, I'm gonna hit sign in, cross your fingers.
[AGENT][NEUTRAL] OK, I'm doing it.
[CUSTOMER][NEGATIVE] Can't find my account. They're not recognizing that, um, no, [PII].
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, and I, so it's strange because on my side I see that we've got pending, your account status is pending, so it typically means that it's the verification process, um, that part hasn't been completed.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, but I know you said you got a verification code, right?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I did earlier. That's how we got this far, but.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEGATIVE] I can't find my account.
[CUSTOMER][NEUTRAL] Um, it's a business account that doesn't have anything to do with it, does it?
[AGENT][NEUTRAL] Uh, this is, I mean, this is your individual account, correct?
[CUSTOMER][NEGATIVE] Company, a company, yeah, right, I should never anything to do with it. What's that? What did you say?
[AGENT][NEUTRAL] This is your individual account, correct?
[CUSTOMER][NEUTRAL] It's a company.
[CUSTOMER][NEUTRAL] Well it's a company account you know I I work for the company.
[AGENT][NEUTRAL] OK, right, but the, the policy is for, for yourself, right, OK.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] This is my account yeah correct correct.
[CUSTOMER][NEUTRAL] Alright, correct, let's see, let me get that iPad.
[CUSTOMER][NEUTRAL] This is crazy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me try it over here.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Oh, low battery, don't you know it?
[CUSTOMER][NEUTRAL] Oh go then plug it in.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] No, just go here.
[CUSTOMER][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] Uh um
[CUSTOMER][NEUTRAL] Welcome to log in.
[CUSTOMER][NEUTRAL] Yeah we'll go with that email address.
[CUSTOMER][NEUTRAL] Then I type in two letters it says.
[CUSTOMER][NEUTRAL] So you get a valid email.
[CUSTOMER][NEGATIVE] Can't seem to find my account.
[AGENT][NEUTRAL] OK, um, can you start, uh, if you do forgot password, does it say anything? Is that what you're trying?
[CUSTOMER][NEUTRAL] What's that? Oh, yeah, I used the, the last one I made. You want me to use the one they made? Let's check that one.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We're not sure they kept it the say.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Can't find my account.
[AGENT][NEUTRAL] OK, um, so it shows pending. I, so I don't let me.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Can you click on the create your OSC account and see if it will, we can just start over?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Sure, you want me to start over?
[AGENT][NEUTRAL] Yeah, click on the create your OSD.
[CUSTOMER][NEGATIVE] Yeah, get out of it.
[CUSTOMER][NEGATIVE] OK, let me shut all these down.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now we're gonna open it up from scratch again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Welcome to the online oh, we're gonna go to create this time, OK.
[CUSTOMER][NEUTRAL] Insured next.
[CUSTOMER][NEUTRAL] Last name.
[CUSTOMER][NEUTRAL] Social, would it be better? You think I put in the member ID?
[AGENT][NEUTRAL] No, no, it'll be your social. It'll be your full social, no dashes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here we go with the email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Complete your account set up, OK.
[CUSTOMER][NEUTRAL] Here we go again.
[CUSTOMER][NEUTRAL] Verification is necessary, please click send button.
[CUSTOMER][NEUTRAL] Email address so I'll type in the email again.
[CUSTOMER][NEUTRAL] And verification code.
[CUSTOMER][NEUTRAL] Let me go get it.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hadn't come yet though.
[CUSTOMER][NEUTRAL] Come on.
[AGENT][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] OK, here it is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 884275-4275
[CUSTOMER][NEUTRAL] [PII] verify code.
[CUSTOMER][NEGATIVE] The code is incorrect. Please try again. [PII].
[CUSTOMER][NEUTRAL] [PII] exactly the same thing.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Get a new coat.
[CUSTOMER][NEUTRAL] Let's see, hold on
[CUSTOMER][NEUTRAL] Oh, that's the old one. Hold on. That's one on top of it. I missed it, my error.
[CUSTOMER][NEUTRAL] 182.
[CUSTOMER][NEUTRAL] Email address verified. You can now continue.
[AGENT][NEUTRAL] And then does, what's the next step, does it give you a
[AGENT][NEUTRAL] To create pass
[CUSTOMER][NEUTRAL] New password.
[CUSTOMER][NEUTRAL] Yeah, I think so.
[CUSTOMER][NEUTRAL] OK, display name.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] We just wait and we process.
[CUSTOMER][POSITIVE] I agree to the use, yeah, sure, you bet after all this, huh.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] I think we're in at last.
[CUSTOMER][POSITIVE] Huh, your account has been successfully created.
[AGENT][POSITIVE] Oh, goodness.
[CUSTOMER][NEUTRAL] We did it.
[AGENT][POSITIVE] We did it, yay.
[CUSTOMER][POSITIVE] Hey, time to celebrate. We have to go. We'll see you later. Go celebrate. Call me back.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Um, OK, so under my policy is where you will find like.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, wait, so go to, go to dashboard.
[AGENT][NEUTRAL] Yes, go to your dashboard.
[CUSTOMER][NEUTRAL] What's the dashboard.
[CUSTOMER][NEUTRAL] And I have to log in. Can you believe that?
[CUSTOMER][NEUTRAL] Wasn't not already in?
[CUSTOMER][NEUTRAL] OK, so now we log in for simplicity we hope another verification code. Can you believe this?
[AGENT][POSITIVE] Yeah, it's pretty um
[AGENT][NEGATIVE] It's a bit cumbersome.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, we need another code.
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] No, that's the same 1 [PII].
[CUSTOMER][NEUTRAL] [PII], you know, we need a new one.
[CUSTOMER][NEUTRAL] OK, we're waiting on a new coat.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do that. I'm gonna pull up the guide.
[CUSTOMER][NEUTRAL] OK, it just came through.
[CUSTOMER][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] Email is verified.
[CUSTOMER][NEUTRAL] I guess we in [PII] have [PII] on us.
[CUSTOMER][POSITIVE] We value your privacy. OK, good. Thank you.
[CUSTOMER][NEUTRAL] And all I'm looking at is start your claim.
[CUSTOMER][NEUTRAL] Oh, here we go. New text message. You don't forget you can receive claim status updates via the mail.
[CUSTOMER][NEUTRAL] And your telephone number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so when you're ready, um, and you go to your MyChart and get those documents we were talking about.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You know, you can save them as your as a PDF um to your iPad or whatever device you're on, uh, and then that's where you can do the dashboard and then start your claim.
[AGENT][NEUTRAL] And then you can upload
[CUSTOMER][NEUTRAL] OK, you lost me because I was busy. I'm sorry, I was busy putting my phone in.
[AGENT][NEUTRAL] Oh, that's OK, sorry.
[CUSTOMER][NEUTRAL] So now I'm back to Mildred and it says would you like to review the coverage details? No, do you need access to the ID card? No.
[CUSTOMER][NEUTRAL] What do we wanna do?
[AGENT][NEUTRAL] Um, so on your dashboard.
[AGENT][NEUTRAL] There should be a uh start your claim on the right.
[CUSTOMER][NEUTRAL] Yes, there is.
[AGENT][NEUTRAL] OK, so that's
[CUSTOMER][NEUTRAL] Uh, selected
[AGENT][NEUTRAL] Yeah, so when you're ready and you have the documents ready that we were discussing, that's where you'll, you'll put those documents for us to review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, how will I put them here if I can't just send them to this?
[AGENT][NEUTRAL] So you would, so if you're on like a laptop or a computer and you go into your MyChart, you should be able to capture those documents like as a PDF and then save them on that on that device and then from there you'll log into your APL and you'll be able to upload them, grab them from whatever device you're on.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, would you hang with me? We've come this far. I'm pulling up.
[AGENT][POSITIVE] Absolutely, yeah, sure.
[CUSTOMER][POSITIVE] So let's just go here and buy.
[CUSTOMER][NEUTRAL] OK, so now let's see my options are.
[CUSTOMER][NEUTRAL] Yeah, you see it says it's print, but then you're able to.
[CUSTOMER][NEUTRAL] No, send it somewhere, but it doesn't say PDR.
[CUSTOMER][NEUTRAL] How do I get oh maybe down here hold on.
[CUSTOMER][NEUTRAL] No, yeah, added PDF? no.
[CUSTOMER][NEUTRAL] Convert saying.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] you'd want to save it if it gives you the PDF option. So you'll save it to whatever uh device that you're on, like your laptop or
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Desktop.
[CUSTOMER][NEUTRAL] What do you mean?
[CUSTOMER][NEUTRAL] You want me to
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] What to do.
[CUSTOMER][NEUTRAL] I can print it. We don't wanna do that.
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Saved the files, that's not it.
[AGENT][NEUTRAL] Yeah, you can save the files or I believe if you hit print, it should let you like there'll be a drop down box when your print box opens up and it'll say save as PDF.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm looking at.
[CUSTOMER][NEUTRAL] Save a scan, save DocuSign, save Dropbox.
[CUSTOMER][NEUTRAL] Edit PDF.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see, here's some more. I went to for the action save.
[CUSTOMER][NEUTRAL] Print
[CUSTOMER][NEUTRAL] Yeah, I don't have compared to PDF.
[AGENT][NEUTRAL] You're on my chart, right?
[CUSTOMER][NEUTRAL] I see
[CUSTOMER][NEUTRAL] Yeah, let's see what's wrong.
[AGENT][NEUTRAL] OK, cause I have in my chart too, so I was gonna log into mine and see what it says.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Curious, I mean, because it should be the same.
[CUSTOMER][NEUTRAL] Oh maybe it's one.
[AGENT][NEUTRAL] Platform.
[CUSTOMER][NEUTRAL] I know, it should be the same, and I thought I'd seen that in here before.
[AGENT][NEUTRAL] I've got a lot of documents in mind. Let me see.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Does it have like whatever visit you're looking at? Does it say like uh
[AGENT][NEUTRAL] Uh, view after.
[CUSTOMER][NEUTRAL] Wait, there's something here.
[AGENT][NEUTRAL] After visit summary.
[CUSTOMER][NEUTRAL] At the very top when I hit print.
[CUSTOMER][NEUTRAL] No, I can't be it came from the care team PDF 67 KB, but.
[CUSTOMER][NEGATIVE] It doesn't tell me where I could send that.
[AGENT][NEUTRAL] So like on your MyChart, on your MyChart, does it have like, uh, I, I assume it says like welcome Mildred and then like does it have like schedule an appointment, messages, visits, test results, medication.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] So if you go to visit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's where I am, yeah.
[AGENT][NEUTRAL] OK, and then is it say like past.
[CUSTOMER][NEUTRAL] And I picked the document.
[AGENT][NEUTRAL] Um, like, does it say past visits?
[CUSTOMER][NEUTRAL] I'm gonna get out of it and come back in while we talk.
[CUSTOMER][NEUTRAL] OK, so here we go, start over again view visits.
[CUSTOMER][NEUTRAL] And let's go to
[CUSTOMER][NEUTRAL] It's just, for example, go to the surgery day.
[CUSTOMER][NEUTRAL] Go to the op note. OK, and they have clinical notes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then we want the op note from the doctor.
[AGENT][NEUTRAL] The print button because I'm in that too, and no printer selected.
[AGENT][NEUTRAL] Looking for printers, let's see.
[AGENT][NEGATIVE] Now where printer is found well doesn't help.
[AGENT][NEUTRAL] Are you on your MyChart on a desktop?
[CUSTOMER][NEUTRAL] Oh, you want me to just go back to the desktop. I can do that easy I think. Let me do that.
[AGENT][NEUTRAL] Oh, no, you, I was just curious. I'm on my cell phone, so are you on your cell phone?
[CUSTOMER][NEUTRAL] Oh, I was on my iPhone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I can do it that way. Let's see.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Wondering if I know functionality changes when you go from a desktop to
[AGENT][NEUTRAL] Uh, found
[CUSTOMER][POSITIVE] Right, I'm definitely chart. I'll see when I can get my chart to come up.
[CUSTOMER][NEUTRAL] OK, here we go let's see if it'll be different.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEGATIVE] Oh shit, I gotta look at the pass.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my chart, where is mine?
[CUSTOMER][NEUTRAL] My chart, OK.
[CUSTOMER][POSITIVE] Oh, let's try this.
[CUSTOMER][NEGATIVE] There's a problem logging in.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Don't you hate this thing I'm telling you.
[CUSTOMER][NEGATIVE] Let's try the old password. It doesn't like the newest one.
[CUSTOMER][NEUTRAL] OK, let's hope this one works.
[CUSTOMER][NEGATIVE] A problem. Now, how can one thing works and the other one does?
[CUSTOMER][NEGATIVE] That makes no sense, does it?
[AGENT][NEUTRAL] Is that the my chart?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to log in.
[CUSTOMER][NEUTRAL] MO
[CUSTOMER][NEUTRAL] That's a.
[CUSTOMER][NEUTRAL] Let's try the other 11 more time.
[CUSTOMER][NEUTRAL] Shoot.
[CUSTOMER][NEUTRAL] See, I never looked at my chart on the iPad, so it's making me have to log in and put a password.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Of course, it's not liking my passwords.
[CUSTOMER][MIXED] iPhone likes them, but the iPad's not like them.
[CUSTOMER][NEGATIVE] No, it doesn't like damn. How can you, how can two things have two different passwords? It's not possible, right? Shouldn't be.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Let me try maybe it's the username.
[CUSTOMER][NEUTRAL] OK, that's your user name.
[CUSTOMER][NEUTRAL] OK, let's see if that'll do it. No, don't like that either.
[CUSTOMER][NEUTRAL] I don't know what else to do different.
[CUSTOMER][NEUTRAL] Well, I can try the other old password because I've changed things.
[CUSTOMER][NEUTRAL] Let's go there.
[AGENT][NEUTRAL] Let me see, um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Trying to figure out a workaround if you can do it from your phone.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see how we can get the documents sir.
[AGENT][NEUTRAL] Let the clinical notes.
[AGENT][NEGATIVE] You can't print from the phone.
[CUSTOMER][NEGATIVE] It doesn't like. Same name, same passwords, same.
[CUSTOMER][NEUTRAL] Um, what you call where we are, um.
[CUSTOMER][NEGATIVE] My chart and it won't accept the same thing and.
[CUSTOMER][NEUTRAL] That's crazy.
[CUSTOMER][POSITIVE] That's absolutely crazy.
[AGENT][NEUTRAL] I do see I do see an option when you're on your mobile, OK, if you're logged into my chart.
[AGENT][NEUTRAL] You can look at those notes, you should be able to hit that printer.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yeah, I did.
[AGENT][NEUTRAL] And then it should, because I'm looking at mine right now.
[AGENT][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] If you look up in like the top right hand, there's the square and it has an arrow pointing up, and if you click that, it's gonna give you options to
[AGENT][NEUTRAL] Um, you should be able to like email to your Gmail account.
[CUSTOMER][POSITIVE] Yeah, I could do that to myself.
[AGENT][NEUTRAL] Right to yourself and then then you have the file in your Gmail.
[CUSTOMER][NEUTRAL] But then,
[CUSTOMER][NEUTRAL] And then what
[AGENT][NEUTRAL] That you can access and and upload to.
[AGENT][NEUTRAL] I'm trying to think. I'm trying to think how you would do it, um.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Because if you're logged in, you should be able to, if you've saved the files on your iPhone, do you have an iPhone or a smartphone?
[CUSTOMER][NEUTRAL] Yeah, iPhone.
[AGENT][NEUTRAL] OK. So if you've saved the files on your iPhone, you should be able to browse into your iCloud drive and pull those files while you're logged into.
[AGENT][NEUTRAL] APL. So, does that make sense? So when you're logged into APL, once you've got these files on your phone from MyChart,
[AGENT][NEUTRAL] And save to files.
[AGENT][NEUTRAL] Then you should be able to to go to your APL site and browse on your iPhone.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And then pull those files out. Does that make sense?
[CUSTOMER][NEUTRAL] Oh [PII], I don't know. Can I, um.
[CUSTOMER][NEUTRAL] Right, um, just
[CUSTOMER][NEUTRAL] Give me a second here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh, I forgot what I was trying to finish.
[CUSTOMER][NEGATIVE] What did we say it was? I forgotten now dumbest.
[CUSTOMER][NEUTRAL] Oh, it's over there. Just a minute please. I'm sorry.
[AGENT][NEUTRAL] Oh, you're fine, you're fine.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm still trying to get the two to work.
[CUSTOMER][NEUTRAL] And I think I'm almost there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, this should work. I should be able to get in.
[CUSTOMER][NEUTRAL] Oh, you had multiple attempts.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You won't let me.
[AGENT][NEUTRAL] Oh, the MyChart.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Ridiculous.
[AGENT][NEUTRAL] OK, I, I know things, it'll time out.
[CUSTOMER][NEUTRAL] I forget about it.
[CUSTOMER][NEUTRAL] Alright, I'm going back to the phone. OK, let's go back to the phone.
[AGENT][NEUTRAL] OK, try your phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, uh, go to my chart.
[CUSTOMER][NEUTRAL] Right, my chart. OK, so for example I'll pick this um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Let's pick this um.
[CUSTOMER][NEGATIVE] Shit, excuse me.
[AGENT][POSITIVE] Oh, you're totally fine.
[CUSTOMER][NEUTRAL] So I'll pick the op note for the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we decided we're gonna save it to me, uh, print.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, so you see.
[CUSTOMER][NEUTRAL] So I'm gonna email it you thought or what?
[AGENT][NEUTRAL] Yeah, so you have, you can email it or probably what's easier is, do you see the um at the top, so does it say printer, no printer selected?
[CUSTOMER][NEUTRAL] Printer is selected, yeah.
[AGENT][NEUTRAL] OK, um, do you see, does it say at the very top, cancel options and then you see a square with an arrow pointing up. So if you do, if you hit the square with the arrow pointing up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] It'll pull up, it'll pull up people that you've texted and then.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm there.
[AGENT][NEUTRAL] You can actually
[CUSTOMER][NEUTRAL] I know that's where I
[AGENT][NEUTRAL] If you look at the second line, it'll be like uh different apps, and if you scroll all the way over, you can hit more.
[CUSTOMER][NEUTRAL] I'm there.
[CUSTOMER][NEUTRAL] Oh, more. I didn't go there. Let's see what more has to offer more.
[AGENT][NEUTRAL] Or should have like, you should be able to scroll down and see your Gmail.
[CUSTOMER][NEUTRAL] Well, I mean more is showing me all the apps.
[AGENT][NEUTRAL] If you scroll down, do you see your Gmail, um.
[CUSTOMER][NEUTRAL] OK, you want.
[CUSTOMER][NEUTRAL] But I've seen my Gmail. I mean, they have mail messages, airdrop, all that.
[CUSTOMER][NEUTRAL] Notes
[AGENT][NEUTRAL] Well, let's see, actually, let me see.
[CUSTOMER][NEUTRAL] I spent
[CUSTOMER][NEUTRAL] I have American public life actually.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] But y'all don't accept this, so I don't know what's going on.
[AGENT][NEUTRAL] OK, what about, do you have saved the files? There's copy and saved the files underneath that.
[CUSTOMER][NEUTRAL] Yes, there is, but save the files, you have to go create a file to put it every time I hit this particular save the file.
[CUSTOMER][NEUTRAL] I don't know where it goes. It goes off in Wonderland somewhere.
[CUSTOMER][NEUTRAL] You know I save things files all the time, but I've created the file and it has a name.
[CUSTOMER][NEUTRAL] When I hit this.
[CUSTOMER][NEUTRAL] Why let me create a new one.
[CUSTOMER][NEUTRAL] It just says search let's see.
[CUSTOMER][NEGATIVE] List state size tags, no.
[CUSTOMER][NEUTRAL] New folder.
[CUSTOMER][NEUTRAL] OK, so I wanna make a new folder.
[CUSTOMER][NEUTRAL] And it's gonna be called AMP.
[CUSTOMER][NEUTRAL] OK, I got AM public, AMP Pub.
[CUSTOMER][NEUTRAL] OK, that's done so now I have created that file now I'm gonna go back.
[CUSTOMER][NEUTRAL] Browse.
[CUSTOMER][NEGATIVE] We lost where we want to go back.
[CUSTOMER][NEUTRAL] OK, I have to go back and get the file I think no maybe not. OK, so now I'm gonna hit that.
[CUSTOMER][NEUTRAL] And I'm gonna look for that AMP.
[CUSTOMER][NEUTRAL] There it is, so I'm gonna select it and it's empty save, OK.
[CUSTOMER][NEGATIVE] Now I'm gonna go back.
[CUSTOMER][NEUTRAL] No, I wanna go to file so let me go to.
[CUSTOMER][NEUTRAL] Uh, let me go to email.
[CUSTOMER][NEUTRAL] Mailboxes
[CUSTOMER][NEUTRAL] See, where does it go? I don't see AMP has a file in here.
[AGENT][NEUTRAL] Yeah, that's what I was trying to find is where's the files at because I, I have the same, I have files too, and I don't, I don't know where they're at, so I'm trying to find out where they are.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] So I made it called A A M public, but it's not listed in my files.
[AGENT][NEUTRAL] OK. Do you have an app on your, it should be on your first screen, you know, or your calendar photos, camera, etc.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] There should be files. There's an app symbol and it says files.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Where is this?
[AGENT][NEUTRAL] This is just on your phone, like you'll like when you just pull up your phone and you have your, you see all your apps and stuff, just getting out of all of the files and everything, you'll see your calendar photos, uh, maps, and then you see clock, weather, wallet, files, there's a files icon.
[CUSTOMER][NEUTRAL] File
[CUSTOMER][NEUTRAL] OK, files, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then in there should be.
[AGENT][NEUTRAL] Your information.
[CUSTOMER][NEGATIVE] That's not fair.
[CUSTOMER][NEUTRAL] Not there.
[AGENT][NEUTRAL] That's where it would save your MyChart. If you go to your MyChart, you have your document pulled up, and then you save to files, it should, it should be in that folder when you get clicked back out.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But you have to make a file to put it in.
[AGENT][NEUTRAL] Uh, no, uh like.
[CUSTOMER][NEUTRAL] So it has a name and a place to go.
[AGENT][NEUTRAL] I just did, like when I was in my my chart, I just had my office notes pulled up from my visit summary.
[CUSTOMER][NEUTRAL] Did
[AGENT][NEUTRAL] And I just click save the files and then it just put it in there.
[AGENT][NEUTRAL] So I didn't have to create anything, and I have an iPhone, so it should be, we should have the similar process. Do you know what version your iPhone is?
[CUSTOMER][NEUTRAL] Mm, I don't know um.
[CUSTOMER][NEUTRAL] And we're gonna try again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, see.
[CUSTOMER][NEUTRAL] Right, let's see, let's try this one more time.
[CUSTOMER][NEUTRAL] OK, alright, so now I'm gonna go back. I don't know why they have two separate places, but anyway, this is files, OK, I'm gonna go back to uh stop.
[CUSTOMER][NEUTRAL] My chart grab that document.
[CUSTOMER][NEUTRAL] OK, let's get that up now.
[CUSTOMER][NEUTRAL] Let's save it. r.
[CUSTOMER][NEUTRAL] Save 2 files is what we want.
[CUSTOMER][NEUTRAL] Save 2 files.
[CUSTOMER][NEUTRAL] Why doesn't it?
[CUSTOMER][NEUTRAL] See it's synced with iCloud.
[CUSTOMER][NEGATIVE] I don't care about iCloud.
[CUSTOMER][NEUTRAL] It was that
[CUSTOMER][NEUTRAL] Oh, well, there we go. Replace existing items.
[CUSTOMER][NEUTRAL] I have no idea. We don't know where they are.
[CUSTOMER][NEUTRAL] I don't know what happened, so if I go to files, we should see it. That's what we're hoping.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] Yes, did it say save the files?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I get it, but
[CUSTOMER][NEUTRAL] Like I say, it disappears. You don't know where it went. OK, so now I'm gonna close this and go to the.
[CUSTOMER][NEGATIVE] Files, no, that's not the right files, that's Google files.
[CUSTOMER][NEGATIVE] No, no, no, no, no.
[CUSTOMER][NEGATIVE] Apple files, search files. Oh jeez.
[AGENT][NEUTRAL] Yeah, the files, there should just be an icon on the front of your, when you start when you open up your phone and you see all the apps listed, like, you know, where like your photo.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Right. No.
[AGENT][NEUTRAL] Icon, your camera icon.
[AGENT][NEUTRAL] Your map icon, your clock icon.
[CUSTOMER][NEUTRAL] I know, and it, it came up the first time and this time it's coming up with 3 choices.
[CUSTOMER][NEUTRAL] Apple intelligence search or cellular data. Oh gee.
[AGENT][NEUTRAL] Well, it, it should.
[CUSTOMER][NEUTRAL] And that's on the icon, a little file on the icon.
[AGENT][NEUTRAL] OK, it looks like a folder on the.
[CUSTOMER][NEUTRAL] You know, the picture of the fox.
[AGENT][NEUTRAL] Picture of a folder.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Uh, that's strange. I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it's very strange cause you got it to work.
[AGENT][NEUTRAL] Yeah, I've got all my cause I saved my notes, it just comes up with recent um.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I select a little blue blue file.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Now I do have some things, but I don't have this.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Isn't that pathetic?
[CUSTOMER][NEUTRAL] Why isn't it coming?
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] The other thing, like I said, I think I was just emailing the documents and then.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And documents.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think I found it in iCloud.
[AGENT][NEUTRAL] Oh, did you find it?
[CUSTOMER][NEUTRAL] Yeah, in iCloud, I just found it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I came in I saved to AM public and I and it saved it to iCloud, a public iCloud.
[CUSTOMER][MIXED] OK, but it's still not PDF.
[AGENT][NEUTRAL] Is it uh
[AGENT][NEUTRAL] JPEG or?
[CUSTOMER][NEUTRAL] Yeah, but what do you want me to send to you?
[CUSTOMER][NEUTRAL] I'm gonna send this to you when I get them all in there.
[AGENT][NEUTRAL] Uh, PDF, uh, PDF should work or JPEG, um, either of those should work.
[CUSTOMER][NEUTRAL] Yeah, but how am I gonna get that converted?
[AGENT][NEUTRAL] Is it a JPEG or a PDF?
[CUSTOMER][NEUTRAL] I don't know. What's in uh.
[CUSTOMER][NEUTRAL] In my chart, I don't, I don't know what it is.
[AGENT][NEUTRAL] It's uh probably uh let me see, yeah, I know what you're saying um it is let me see what this.
[CUSTOMER][NEUTRAL] You know what I'm saying?
[CUSTOMER][NEUTRAL] Yeah, I don't know the answer.
[AGENT][NEUTRAL] It's a PDF.
[CUSTOMER][NEUTRAL] Let me go back to that one.
[CUSTOMER][NEUTRAL] So it's already a PDF.
[AGENT][NEUTRAL] It's already a PDF, yeah, so you should be good. So basically you're in APL and then you start a new claim and then that's where you should be able to upload and find that file in your iCloud drive.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And attach it in the APL website.
[CUSTOMER][NEUTRAL] And the APO website.
[AGENT][NEUTRAL] Right, to for you to upload.
[CUSTOMER][NEUTRAL] OK, hold on, let me, let me look at that, yeah, let me look at that. Where is that?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Yeah, I don't understand that at all. I can't I just go from my chart to there?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so I have to go back to [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEGATIVE] No, [PII].
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] A M P U.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Stop.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] [PII] [PII]. OK, why does it all look different? Shouldn't.
[AGENT][NEUTRAL] Uh, [PII]. [PII].
[CUSTOMER][NEUTRAL] OK, let's see if I did that for you.
[CUSTOMER][NEUTRAL] I guess I did because I can't find it.
[CUSTOMER][POSITIVE] [PII] and [PII] be this one right here.
[CUSTOMER][NEUTRAL] And it doesn't let you select that, so there you go.
[CUSTOMER][NEUTRAL] OK, so we gotta do it all again. Oh, that's what I put [PII] and [PII]. I did that.
[CUSTOMER][NEGATIVE] Directly, why won't you let me select one of these guys.
[CUSTOMER][NEGATIVE] None of these say secured the the selections.
[CUSTOMER][NEUTRAL] I just say in public.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Are you able to just like type it in the browser?
[CUSTOMER][NEUTRAL] OK, wait, wait, wait, I got it.
[CUSTOMER][NEGATIVE] OK, you know, you're dealing with the old chick here.
[AGENT][POSITIVE] Oh, you're totally fine.
[AGENT][NEUTRAL] Hey, I'm a Gen Xer. I didn't grow up with computers or any of this stuff, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] OK, password.
[CUSTOMER][NEUTRAL] OK, sign in.
[CUSTOMER][NEUTRAL] Verification.
[CUSTOMER][POSITIVE] Here we go, make it big enough so I can see it.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] OK, here we are, we're in, so I'm gonna go to start my claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get back in there.
[CUSTOMER][NEUTRAL] I got put your phone number and every time you come.
[CUSTOMER][NEUTRAL] OK, oh no, we need to verify it. I'm gonna say skip.
[CUSTOMER][NEGATIVE] We're just fooling around right now next step.
[CUSTOMER][NEUTRAL] Select the claim traditional claim, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, next step.
[CUSTOMER][NEUTRAL] Traditional client.
[CUSTOMER][NEUTRAL] OK, next step.
[CUSTOMER][NEUTRAL] Select claim select claim name.
[CUSTOMER][NEUTRAL] So type in my name.
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 2, 1291, OK.
[CUSTOMER][NEUTRAL] Next step.
[CUSTOMER][NEUTRAL] Upload files.
[CUSTOMER][NEGATIVE] Drop files here. How the hell am I do that?
[CUSTOMER][NEUTRAL] I click here to browse. Oh, let's see, browse.
[AGENT][NEUTRAL] Yes, you wanna brown.
[CUSTOMER][NEUTRAL] Choose file.
[CUSTOMER][NEUTRAL] And I'm gonna wanna be in iCloud because that's where they are, so let's see how I get there.
[CUSTOMER][NEUTRAL] Location iCloud.
[CUSTOMER][NEUTRAL] All right. I think I have to do it tonight before I forget.
[AGENT][NEUTRAL] Did it work?
[CUSTOMER][NEUTRAL] I, I'm gonna have to stay up all night, yeah, yes, it did. I'm looking at the folder, yeah, oh Jesus.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, great, great. Well, hey, I learned something new today too, so.
[CUSTOMER][NEUTRAL] So, oh wait, you did? Wait, uh, I'm gonna like I'm gonna, I'm gonna do it. Let's see what happens. So I selected it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And now what? It's not giving me a.
[CUSTOMER][NEGATIVE] Open, I don't care about opening it.
[CUSTOMER][NEUTRAL] I'll send it to you.
[CUSTOMER][NEUTRAL] So why is it not, where does the sandbox?
[AGENT][NEUTRAL] I think you
[AGENT][NEUTRAL] Click click open. I don't, yeah, I don't think it'll say and.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] OK. O.
[CUSTOMER][NEUTRAL] Oh, next step.
[CUSTOMER][NEUTRAL] Submit. OK, I got you. Alright, well, I'm afraid they might get two of the same, but anyway.
[AGENT][POSITIVE] That's OK, totally fine. No worries.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, what did you learn today?
[AGENT][NEUTRAL] Well, I, I, I never worked from my chart from my mobile.
[CUSTOMER][NEUTRAL] You start already, huh?
[AGENT][NEUTRAL] Well, my, I don't use, I use my chart too, and I've had tons of medical visits and problems and everything, so I've never actually done it from my uh from my phone, so I learned something new too, so.
[CUSTOMER][NEUTRAL] Uh 00.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Oh, OK, yeah, oh yeah, yeah, it's easy from your phone.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, any
[CUSTOMER][POSITIVE] OK, well I think we got it.
[AGENT][POSITIVE] OK, well, if you have any issues at all, please don't hesitate to call us back. We're here to help. We're, this is what we're here for, OK?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, well, thank you. I can't thank you enough. I don't think anybody else would spend that much time on the phone.
[AGENT][POSITIVE] Oh no, no problem. Like I said, I'm here for you and if you have any.
[CUSTOMER][POSITIVE] I really appreciate it.
[AGENT][POSITIVE] Yes, no problem. Thank you for calling APL. I hope you have a great evening.
[CUSTOMER][POSITIVE] OK, honey, you too. Go have a drink.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEGATIVE] So bad.