AccountId: 011433970860
ContactId: 0e779152-70c4-4171-beb4-266f72b68ac1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 577059 ms
Total Talk Time (AGENT): 205913 ms
Total Talk Time (CUSTOMER): 215698 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/0e779152-70c4-4171-beb4-266f72b68ac1_20250110T17:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I have, uh, I had a claim that was come back and it said that they need a pathology report, and I have been trying and trying to upload that pathology report online and it just sticks that they submitting. I've tried for a couple days, so how do I get the rest of this to you guys? Yeah, I have a claim number if you need it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, um, let me have the policy number so I can pull up your information.
[CUSTOMER][NEUTRAL] 01776678.
[AGENT][POSITIVE] Thank you. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] And the email is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. How, how big is the file, uh, Ms. [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, do what?
[AGENT][NEUTRAL] How large is the file that you're trying to upload?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Three pictures. Well, is that how, is that where I get it? Um, if y'all need a pathology report, I just go to upload file. I mean, I couldn't find this particular claim on my.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] or if I did I clicked on it I can't anyway.
[CUSTOMER][NEUTRAL] So yeah, I just had 3 pictures.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, so you took, um, pictures and you're trying to upload the pictures.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, and they were each about 3 m bytes and I'm so that would be at at the most a total of 10 and I noticed, you know, I could do up to 20 but it won't let me.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, since their picture, uh, pictures are high resolution and sometimes they just don't go in whenever their pictures, um, that's why it's best to, um, scan it and upload it because it's a smaller file, but, um, go ahead and send them individually and let us put it together here.
[CUSTOMER][NEUTRAL] OK, do it, does it need to have, I mean, do y'all know what claim number it's going to if I upload the file?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so did I file, OK, alright, so just go back in and try one. Let me do that while you're on the phone.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Yes, go ahead, yes. Mhm.
[CUSTOMER][NEUTRAL] You think one picture at a time will work?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I think that will work. Mhm.
[CUSTOMER][NEUTRAL] Let me, let me go back to that because I still have that open.
[AGENT][NEUTRAL] Mm sure. Mhm.
[CUSTOMER][NEUTRAL] I think I did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] Yeah, let me um.
[CUSTOMER][NEUTRAL] Upload files.
[CUSTOMER][NEGATIVE] Let me cancel clear all of these.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well you know if it's coming through?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, yes, once it gives you the confirmation number, I'm gonna be able to see it here.
[CUSTOMER][NEUTRAL] OK, it, it still has that submitting now, uh, from the first one. Let me get totally out because it, it's still stuck um I.
[AGENT][NEUTRAL] OK. Uh-huh. Yeah, yeah. Mhm.
[CUSTOMER][NEUTRAL] Yeah, let me back out here.
[CUSTOMER][NEUTRAL] OK, let me try this again upload files.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] It's still stuck on that submitting even when I clear it.
[AGENT][NEGATIVE] Do you want to close the whole thing and open it again, like close the whole um tab and just start all over again, go to the browser and start all over again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'm just gonna sign in again and everything.
[AGENT][POSITIVE] Mhm, yeah, that's the best thing. Mhm mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Yes, uh, so the claimant is my spouse.
[CUSTOMER][NEUTRAL] And it's got the group cancer checked already.
[CUSTOMER][NEUTRAL] Select files. I'm gonna do one photo.
[CUSTOMER][NEUTRAL] And it's, it's saying submitting, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There we go. So do let me do this thing it said successfully you need the confirmation number?
[AGENT][NEUTRAL] Um, no, uh um, I don't need it. I should be able to see it here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So just go back and do the 2nd 1 and the 3rd.
[AGENT][NEUTRAL] This is the second one. yes, yes, yeah, I see.
[CUSTOMER][NEUTRAL] Well, the, the, the explanation of benefits from you guys.
[CUSTOMER][NEUTRAL] So I don't know
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Connect that because I didn't see how a way to connect that.
[AGENT][NEUTRAL] Mm. It's OK. Um, whenever um we get some documents, we always go back to what we were asking for and put it all together.
[CUSTOMER][NEUTRAL] OK, so really I just need to send the two of them then.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They should have both went.
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 23, yep, I can see them all here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, so is that all you all you need for this then?
[AGENT][NEUTRAL] Uh, right now it looks like that's all they were asking for the examiner. So, um, yeah, once they're ready to process which, it just goes right back to the lane, to the lane to uh process. So that means it's gonna be 7 to 10 business days before they process again. Um, but, uh, yes, um, once she looked into it, and she will know if that's all she needed, but that is what she requested. It was just a pathology report.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is a cancer claim and not a wellness claim, correct?
[AGENT][NEUTRAL] OK, let me, um, yeah, let me look at the other, one moment.
[CUSTOMER][NEUTRAL] If I did a wellness
[AGENT][POSITIVE] You did, yeah, I see the wellness. I see the wellness here, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me look at the ones that you just uploaded.
[AGENT][NEUTRAL] OK, let me look at this one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's supposed to be 3 pictures, correct?
[CUSTOMER][NEUTRAL] But I, well, I just ended up with 2 because the third one was called EOB.
[AGENT][NEUTRAL] 2, OK.
[AGENT][NEUTRAL] Oh, OK. OK. That's fine. Yeah, I see too. Um.
[AGENT][NEUTRAL] I'm waiting on the image. It'll be one minute.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that you report.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Yeah, I just see the information here. So yes, um, once she gets ready to process, she'll go ahead and see that information and processing including that wellness claim that you also submitted, OK?
[CUSTOMER][POSITIVE] OK great I appreciate it so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, you, you, no, OK, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. OK, you have a good afternoon. Thank you for calling APM.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.