AccountId: 011433970860
ContactId: 17a736b6-356a-4ca6-9dea-7ec458abb734
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 3588429 ms
Total Talk Time (AGENT): 683488 ms
Total Talk Time (CUSTOMER): 1451760 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/17a736b6-356a-4ca6-9dea-7ec458abb734_20250219T16:31_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], my name is [PII], and I'm actually calling. I need some assistance. I have a quite a few claims that I need to submit to ATO because when I was under therapy for my, my, um, knee was a couple of months, uh, you know, about 6, I'd say about weeks or something like that, and, um, there was several different, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Invoices that of course I received and the AMed paid I forgot at the time to submit my APL um supplemental so that I spoke with someone from your office about a month ago and they told me when I get everything together then just send it in to you guys and they'll look at it to see, you know what what they what is um qualified under the APL.
[CUSTOMER][NEUTRAL] I've done that. I wanted to know, is there an email because I, I actually have all of the documents in an email to send to you guys. Can I send it via email?
[AGENT][NEUTRAL] Um, it can't be sent via email. You can, um, submit it electronically through the online portal. Um, I can, have you ever used the portal before?
[CUSTOMER][NEUTRAL] No, but if I have it in the email, I can do it that way to the portal?
[AGENT][NEUTRAL] Well, no, so you'll have to up the, you'll have to upload the documents. Are they digital?
[CUSTOMER][NEUTRAL] Yeah, well, if it's an upload I should be able to do it, yeah, I faxed it, faxed it, not faxed it, um, I, um, scanned it so it should be able to be done.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah. Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm asking. OK, give me a, can you help me with that? I just wanna get this taken care of because it is, I've been waiting a certain document from the hospital and the, and make sure everything, um.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And Ms. [PII], let me get a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] OK, the policy number.
[CUSTOMER][NEUTRAL] Hold on, I got group ID.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I got a in hospital out hospital on the card.
[AGENT][NEUTRAL] Yes. Either one, the numbers are the same.
[CUSTOMER][NEUTRAL] Which one you
[CUSTOMER][NEUTRAL] I have the pair
[CUSTOMER][NEUTRAL] What about the payer ID? It is which one do you need?
[AGENT][NEUTRAL] No, no. Either one of the in-hospital or outpatient is the same number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh OK, OK, so [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 0 [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and your date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII] mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And are you um able to access the website?
[CUSTOMER][NEUTRAL] I'm gonna do it now with you on the phone so where.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] And where do I go to [PII].
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] Public
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, here it is here.
[AGENT][NEUTRAL] And you'll click on sign in to the top right.
[CUSTOMER][NEUTRAL] Oh Lord, I don't even know if I've created an account or not.
[AGENT][NEUTRAL] Oh, no, I checked, you don't have one.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] I sure don't, [PII].
[CUSTOMER][POSITIVE] OK, so I need this. I got literally created now.
[AGENT][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] Yes, well, I mean, it's up to you.
[CUSTOMER][NEUTRAL] Well, that's the only way I'm gonna be able to get in because you can't do it as a guest.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hold on, let's see here.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Where it asks for the social security number or member ID, that will be your full social there.
[CUSTOMER][NEUTRAL] OK, but I gotta do it, so I think I guess I can do it with my personal email.
[CUSTOMER][NEUTRAL] I did. Let's see, let me try it.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Let me make sure let me same token of what I have already. Hold on.
[CUSTOMER][NEUTRAL] Oh, you know something it says so new user. OK, I have to click on new user, right? Because you said I don't.
[AGENT][NEUTRAL] Right, um
[AGENT][NEUTRAL] Right, I was gonna walk you through the steps. Um, so yeah, you'll click on new user and I'm an individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there where it asks for your social security number or your member ID put your full social there.
[CUSTOMER][NEUTRAL] 4, OK, hold on.
[CUSTOMER][NEUTRAL] Do you put dashes in between or no?
[AGENT][NEUTRAL] Um, no, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] You sure I don't have it because it sure came up automatically with my email. It does that anyway?
[AGENT][NEUTRAL] What do you mean?
[CUSTOMER][NEUTRAL] Well, when I put in the zip code it automatically brought up my email address.
[CUSTOMER][NEUTRAL] So maybe I do have something on file.
[AGENT][NEUTRAL] No, you can continue. I, I checked it and it says there's no, um, does not have an online service and a profile account.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] It's no use, no use was found, so there's a problem, it says, so it's asking me when I.
[AGENT][NEUTRAL] OK, so hold on.
[AGENT][NEUTRAL] So, I've entered the information and was able to get to the next step. So now let me just know what you're entering, so I can figure out what the difference is and correct it. So, the last name in our system is [PII]
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Is that correct? For the social, we have [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then for the zip code?
[AGENT][NEUTRAL] We have, um, and for the um email address [PII]?
[CUSTOMER][NEUTRAL] 331-68.
[CUSTOMER][NEUTRAL] Mhm, that's what, that's actually what popped up.
[AGENT][NEUTRAL] OK, so I don't know.
[CUSTOMER][NEUTRAL] Without
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I said without me typing it in it that's what actually type um um.
[CUSTOMER][NEUTRAL] Popped up and then it says here no need to remember your passwords anymore, got it or not now that's I guess but I don't know if I wanna do.
[AGENT][NEUTRAL] But when I look, when I, when I look in our administrative site for our online service center, it says that you don't have an account. So, and when I just tried to, I just entered all the information on my side and it let me go to the next step, just fine. So I'm trying to see what was entered.
[AGENT][NEGATIVE] To see what the difference is because it's giving you an error.
[CUSTOMER][NEGATIVE] I don't know if I have to put this um do this save passwords here that's popping up that's why it won't let me. I don't know. It says here no user was found with the information that was entered. Please try again if this error persists, please contact customer service, I guess I'm on the phone with you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's go, let's, let's go through it again because I don't, it didn't give me an error. So um can you press cancel to the top or bottom left?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then new user and I'm an individual?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Go next
[CUSTOMER][NEUTRAL] Last name, let's see.
[CUSTOMER][NEUTRAL] You know what I think happened? I think I know what happened. I put both names in there. That's what happened.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah, I, I, I know just what happened. I, I wasn't paying attention. I put [PII]. That's, that's pretty much what happened, so.
[CUSTOMER][NEUTRAL] 33 OK.
[CUSTOMER][NEUTRAL] Can you um can you use your um.
[CUSTOMER][NEUTRAL] Your, your social, I mean, not I mean your email address for your user or you
[CUSTOMER][NEUTRAL] Or not, or not.
[AGENT][NEUTRAL] Um, I think you can, but I, I'm not sure. Usually it's just like a
[CUSTOMER][NEUTRAL] OK, don't worry. Uh,
[AGENT][NEUTRAL] First, last name and some numbers. So I've seen it both ways, but we've done some changes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] It's no problem. I got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So it says, OK, actually my, my cell phone comes up on the primary, which is not my primary. It automatically came up so do I just put it again as my cell.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] As the, the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, one more OK.
[CUSTOMER][NEUTRAL] On the bottom, I'm not sure if it, I guess I have to have a symbol and the uh upper key or upper upper.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Let me see something because I don't want this to go back out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEGATIVE] The password does not match oh.
[CUSTOMER][NEUTRAL] OK, let's see if it's gonna go.
[CUSTOMER][NEUTRAL] It's submitting, it's just taking a while.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][POSITIVE] Your account has been successfully created log in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So once you log in, you're looking and you get into your dashboard, you're looking for um a little uh pop-up button and it'll say upload documents or file claim.
[CUSTOMER][NEUTRAL] OK, hold on a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why is it giving me?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I go back.
[CUSTOMER][NEUTRAL] OK, now, so where you say now go it says next hell when you can receive claim status updates via text message.
[CUSTOMER][NEUTRAL] OK, that's fine. So just put in my, my phone number, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And ver OK perfect um verify a text message.
[CUSTOMER][NEUTRAL] OK, I done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, so you say go where now? I'm, I'm here, my coverage is upload files.
[AGENT][NEUTRAL] Yes, upload files.
[CUSTOMER][NEUTRAL] Oh, you know what?
[CUSTOMER][NEUTRAL] I'm gonna have to literally
[CUSTOMER][NEUTRAL] Let me see if I can
[CUSTOMER][NEGATIVE] Save this as.
[CUSTOMER][POSITIVE] Save it. Let me save it as a file so that that would, it would be easy for me.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So here we go um go down.
[CUSTOMER][NEUTRAL] OK, so enter claim details, so just put what do I do? EOB, um.
[CUSTOMER][NEUTRAL] Documents?
[AGENT][NEUTRAL] Um, what, what is it, what is it saying? What does it, what do you see?
[CUSTOMER][NEUTRAL] It's asking me to enter the claim details. OK, so let me just put applicant.
[CUSTOMER][NEUTRAL] OK, that's the applicant.
[CUSTOMER][NEUTRAL] Um, select policy.
[CUSTOMER][NEUTRAL] Check all that may apply. OK, where it says enter claim details it tell me claim it, so I did the claim it coverage type and it has select.
[CUSTOMER][NEUTRAL] Policy coverage and it has checked off 1,423,890 Med link so that group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that's your policy.
[CUSTOMER][NEUTRAL] Am I supposed
[CUSTOMER][NEUTRAL] OK, so that's fine, so go to next.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Or, or do I go to where it says upload documents?
[AGENT][NEUTRAL] Wait, you see next and upload documents?
[CUSTOMER][NEUTRAL] Yeah, in the top where it asks for the enter claim details. I, I, I clicked on that it asks for the claimant. I gave them the claimant, which is me, and then the number 2 is the upload document.
[CUSTOMER][NEGATIVE] But it won't let me go. it won't let me click on this I assume I would have to.
[AGENT][NEUTRAL] Oh, click the next first.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Yeah, there you go. OK, so to aisle, mhm.
[AGENT][POSITIVE] It worked. OK, good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, they're there.
[CUSTOMER][NEUTRAL] Submit
[CUSTOMER][NEUTRAL] OK submitting now.
[CUSTOMER][NEUTRAL] I didn't put anything, any notice or anything, but you, you, well you, I guess you could document that I'm, I, it's claims that I'm doing. I don't know. I did she just told me to send all my, um, invoices and stuff of that nature to them.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Here it says.
[CUSTOMER][NEUTRAL] Confirmation number.
[AGENT][NEUTRAL] Wait a minute. So, are you submitting everything right, like right now, or you just want to know where to go?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I did. I, I because what I did was.
[CUSTOMER][NEUTRAL] I, it's a lot of documents. It's a lot of, um, different, um, visits that I had that was not what it is is the balance of what Amed has paid already, and a lot of those things were supposed to be under also the APF of it for the supplemental which unfortunately I forgot to give them the card when I gave them my admin.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So you understand what I'm doing so she told me it's not a problem. Just make sure I have all of my um ELBs with me.
[CUSTOMER][NEUTRAL] Estimation of benefits because that's important and so I had to wait to make sure I had everything and that's what I'm sending you guys.
[AGENT][NEUTRAL] So you have your, so you have your explanation of benefits. Um, OK, so when you file a claim, you'll need 3 things. So it's the Medlink claim form, you can get that on our website. It's the same website you went to to click sign in, but instead of clicking sign in, you'll click on claim form and it'll come up for you.
[CUSTOMER][NEUTRAL] The supplement
[CUSTOMER][NEUTRAL] Ok, hold on, please retain this copy.
[AGENT][NEUTRAL] And it's OK if you submitted that already, you can um you can just resubmit it with everything with the claim form because I don't want it.
[AGENT][NEUTRAL] To be denied. I mean, the first one may be denied, but it'll go ahead and process the one that has everything. Do you have itemized bills?
[CUSTOMER][NEUTRAL] Mhm, I did all of that. That's why I took, I wanted to make sure everything was there so you won't have no questions, and uh, and with with the hospital because I did most of all of my therapy at the hospital therapy and I had, they, they took forever to send me all their documents for the um EOB so that's what took me so long. I just got that back like a week or two ago, so.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I had everything else from all my other doctors that I went to.
[CUSTOMER][NEUTRAL] For MRI for whatever else. I, I, everything is there.
[CUSTOMER][NEUTRAL] OK, I'm here so let me so go I see claim forms, so I click on claim forms.
[AGENT][NEUTRAL] Uh, click on claim forms and then scroll all the way until you see forms and documentation.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or forms and policy change documents, sorry.
[CUSTOMER][NEUTRAL] Mhm, I see it.
[AGENT][NEUTRAL] And then um it's an alphabetical order, so depending on how big your page is, it may be on that 2, that number 2 there, but you're looking for Medlink claim form.
[CUSTOMER][NEUTRAL] I see claim forms and policy change documents. I see filter by product filter by form type.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm. Keep scrolling down and press that number 2.
[CUSTOMER][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] The authorization to disclose? No, that's not it.
[CUSTOMER][NEUTRAL] When you say press number 2, I'm scrolling down, hold on.
[CUSTOMER][NEUTRAL] Is it a the actual number, the number at the bottom?
[AGENT][NEUTRAL] So like
[AGENT][NEUTRAL] Right, so like you'll scroll past the forms and then it'll say like page 12 or 3, right before, you see it, uh, hit number 2.
[CUSTOMER][NEUTRAL] Yeah, he had too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then Medlink is the 3rd 1 on that list.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so download the form.
[AGENT][NEUTRAL] Mhm. You can save a copy and, and then
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Sellable
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I say it's refillable, that's great.
[AGENT][NEUTRAL] Yes, um, so every time you file a claim, you'll have that claim form with whatever documents you're submitting.
[CUSTOMER][NEUTRAL] Oh, so it'll be saved to your.
[CUSTOMER][NEUTRAL] Um, your website.
[AGENT][NEUTRAL] Well, what do you mean?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Because you said it'll always be there once I fill it out.
[AGENT][NEUTRAL] No, what I'm saying is, no. So I was saying you can save a copy, like a clear copy to have on your computer, so you don't have to keep coming to the website.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, got you. OK, I'll do that. Hold on, let me see.
[CUSTOMER][POSITIVE] With this I can put the dashes in between I soon right?
[CUSTOMER][NEUTRAL] Cause it doesn't do it when you type it it doesn't matter.
[AGENT][NEUTRAL] For your, for the claim form?
[CUSTOMER][NEUTRAL] For the social.
[CUSTOMER][NEUTRAL] I'll put it on.
[AGENT][NEUTRAL] Oh, it doesn't matter.
[CUSTOMER][NEUTRAL] OK, um, address.
[CUSTOMER][NEUTRAL] Oh, OK, for the phone number you can't put dashes, I see.
[CUSTOMER][NEUTRAL] OK, I gotta take that out.
[CUSTOMER][NEGATIVE] Uh oh, it won't let me back out the phone number got all good.
[AGENT][NEUTRAL] What happened on the claim form?
[CUSTOMER][NEUTRAL] Yeah, I didn't know and I put a I put dashes and it won't let me go back and take it out.
[CUSTOMER][NEUTRAL] Dang it.
[CUSTOMER][NEGATIVE] Let me see if I can do it. Oh my [PII], that's the problem.
[AGENT][NEUTRAL] Oh wait a minute.
[CUSTOMER][NEUTRAL] It's I, I put the dashes in and it stopped short of the number so for me to to take it out it won't let me.
[CUSTOMER][NEUTRAL] Hold on, let me see, hold on, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I see what
[CUSTOMER][NEUTRAL] I see, let me do OK there we go.
[CUSTOMER][NEUTRAL] OK, where is this about the patient?
[CUSTOMER][NEUTRAL] Do I fill that part out section D?
[AGENT][NEUTRAL] Let me see, hold on one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Asking for my first, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You'll sign and date that part.
[AGENT][NEUTRAL] And the policy number that you're putting is that 1,423,890 number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does the suffixes, does it have to be filled in?
[AGENT][NEUTRAL] You said the suffix?
[CUSTOMER][NEUTRAL] It is suffix, yeah, so like miss or what I guess I can it's OK.
[AGENT][NEUTRAL] I don't see that on my, no, you don't have to. It's up to you.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, now the signature is gonna be uh electronic.
[AGENT][NEUTRAL] Yes, you can sign it electronically.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Not letting me.
[CUSTOMER][NEUTRAL] For some reason.
[CUSTOMER][NEGATIVE] I don't know why it's not letting me do it, the electronics.
[AGENT][NEUTRAL] Hold on one moment, let me download mine.
[AGENT][NEUTRAL] Hold on one moment, let me see what to do in that case, OK?
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] Oh, I see. I gotta go all the way down for the uh policy number and all that, OK.
[CUSTOMER][NEUTRAL] And then finish it.
[AGENT][NEUTRAL] Even when you tap it, it goes, it skips it. OK, hold on one moment, all right?
[CUSTOMER][POSITIVE] Mhm, no problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello.
[CUSTOMER][NEUTRAL] If not, I was here. I was about to scan it and um send it that way if you can't get it. I just signed it.
[AGENT][NEUTRAL] You did, you were able to sign it?
[CUSTOMER][NEUTRAL] I physically signed it, um.
[AGENT][NEUTRAL] Oh, so I figured out with the um you have to save it and then open up, open up the saved copy and then it'll, it has like a little space here where you can sign it. It'll let you sign it.
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] OK, let me go back let me go back to my computer.
[AGENT][NEUTRAL] Do you have Adobe on your computer?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] I don't know about all that. I'll probably be better, better off to scan it and send it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I, cause I don't know if I, I, I probably do. I'm at work, I suppose.
[CUSTOMER][NEUTRAL] OK, this, you want me to try it? Let's see.
[AGENT][NEUTRAL] Yeah, after you save it to your computer, just open up that saved document and then
[AGENT][NEUTRAL] It should come up to where it's signed because I can sign it now.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Hold on, let me see if I can do that. Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so we're gonna go here.
[CUSTOMER][NEUTRAL] I don't even know if you could see it from here.
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] Oh no, I, I just touched something and it's like it's gonna take it out of here. That is what I don't need, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see where it's allowing me to save it as.
[CUSTOMER][NEUTRAL] I need to call. Let me see if you can help me with.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Oh, you know something I see save but that it's not I need to save as though, correct?
[CUSTOMER][NEUTRAL] [PII], see it with this because I don't want to, oh shoot.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I see it where it says save. I don't want, so if I hit save it I need to actually save it and name it. That's what you mean or save it?
[AGENT][NEUTRAL] You can um name it if you like or you can just click like put it on your desktop and click save.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see, I don't know why I want show save that. She said I need to say that.
[CUSTOMER][NEUTRAL] Hold on one second for me, OK? I got another call coming in. Hold on 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That's what I was telling her. It does not show. She said in order for me to electronically sign it, I need to save the document somewhere, but it don't even show where I can now when I do the, the, the left click, it'll show save but it's not allowing me to name it. It should be right there.
[CUSTOMER][NEUTRAL] OK, click that, click that right.
[CUSTOMER][NEUTRAL] No, no, no, it's not an email. I went on their on their website.
[CUSTOMER][NEUTRAL] Hold on, ma'am, let me tell you something.
[CUSTOMER][NEUTRAL] Computers are so crazy. That's why if I save it, I'm afraid that if I save it, OK, there it is, there it is. I got it.
[AGENT][POSITIVE] Take your time, it's fine.
[CUSTOMER][NEUTRAL] The save button, let me go into my OneDrive here.
[CUSTOMER][NEUTRAL] OK, I got it now so.
[CUSTOMER][NEUTRAL] So do I put here, can I do I can name it whatever I want, right? So I'm gonna do APL form um claim form that's what I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see if I save it in the OneDrive and see if it'll come out before I close it out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so here it is here, so now if you're saying it should allow me to do it?
[AGENT][NEUTRAL] It
[CUSTOMER][NEGATIVE] It actually is not. It's there but it's still not letting me click on that signature to sign.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's so crazy cause it's filled in, like it's a refillable form.
[AGENT][NEUTRAL] Yeah, mine, well, mine's opened up in [PII]. I don't know if that, well, I guess it does matter.
[CUSTOMER][NEUTRAL] That maybe maybe I don't have Adobe here uh that could be it. I've signed it. I'll just go ahead. Let me scan it. It takes me a second to scan it and then I'll just upload it with the other stuff. Hold on, OK?
[AGENT][NEUTRAL] OK, and then upload it?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's that's probably what it is. I probably don't have the Adobe here.
[CUSTOMER][NEUTRAL] OK, I'm going to.
[CUSTOMER][NEUTRAL] Oh wow. Why didn't it go through?
[CUSTOMER][NEUTRAL] Hold on, don't tell me we can't send this to the email.
[CUSTOMER][NEGATIVE] Wow, this is crazy. I tried to send it to my email directly, but it's not going. I guess I have to do it to send it to the shared file.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you
[AGENT][NEUTRAL] Do you want me to send the form to your email?
[AGENT][NEUTRAL] Is that what you're trying to say?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, the scanned one.
[CUSTOMER][NEUTRAL] No, I've already completed the form. I was just trying to send you my the form already completed and signed, but I sent it to my email, and apparently the way they this this place is crazy with how they do stuff here I guess I have to put it as a scan document and then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And which I don't want to, but I'll have to because it's not going, I wanted it to go directly into my email.
[CUSTOMER][NEUTRAL] Let me just try it one more time I'm gonna scan it to the scanner.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Oh shit come out.
[CUSTOMER][NEUTRAL] Yeah it's so crazy that we can't send it to email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I see it here now.
[CUSTOMER][NEUTRAL] So now what I'm gonna do, I guess is upload this, this particular file.
[AGENT][NEUTRAL] Yes, you can either, I would say to upload everything with that file.
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] Yeah, I'm gonna have to, I'm gonna have to go in and, and literally, uh.
[CUSTOMER][NEGATIVE] Oh my God, did I just freaking go out of what I was doing? I sure did.
[CUSTOMER][NEUTRAL] Hold on a second, god it.
[CUSTOMER][NEUTRAL] Trying to find the form that I had.
[CUSTOMER][NEUTRAL] Oh my God, I don't have to actually go back into this.
[CUSTOMER][NEUTRAL] www.
[CUSTOMER][NEUTRAL] You said what was AMT?
[AGENT][NEUTRAL] Yes, ma'am, [PII]. Mhm.
[CUSTOMER][NEUTRAL] And public, right?
[CUSTOMER][NEUTRAL] Dang it.
[CUSTOMER][NEGATIVE] I don't understand why.
[CUSTOMER][NEUTRAL] Because it's not like I closed out anything.
[CUSTOMER][NEGATIVE] No it's blocking me out, really?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] What's it doing? It's it's giving, it's the system.
[CUSTOMER][NEGATIVE] Hold on. Hold on. No why it's locking me out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] And public.
[CUSTOMER][NEUTRAL] Claim forms
[CUSTOMER][NEUTRAL] And and public.
[CUSTOMER][NEGATIVE] Now it's treating me in a different way. I hope I don't have a problem getting back in here.
[CUSTOMER][NEUTRAL] This it's gonna let me in now. It's giving me a whole different uh uh going in a whole different way now.
[CUSTOMER][NEUTRAL] It's just gonna let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEGATIVE] Wow, I can't even get back in now.
[AGENT][NEUTRAL] But is it saying,
[CUSTOMER][NEGATIVE] Cause before I was able to go straight into this, but now it's taking me through all kind of other channels.
[CUSTOMER][NEUTRAL] Um, let me go back into.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Mhm, [PII].
[CUSTOMER][NEUTRAL] Right, and that's how I went in before, but I'm, I'm seeing here it says claim forms. I don't want claim forms. I should be able to go straight into.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'll be in in a second because at least, OK, so here we go, update files is where I'm supposed to be, right?
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I am so sorry ma'am.
[AGENT][NEUTRAL] Oh, no, you're fine. That's what I'm here for.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, next.
[CUSTOMER][NEUTRAL] Select the file.
[CUSTOMER][NEUTRAL] I'm just scan.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's so if I wanna do another one I just select file again, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you did the other steps correctly because I see the uh the first one here.
[CUSTOMER][NEUTRAL] Mm, oh, you got the other one?
[AGENT][NEUTRAL] Mhm. Well, I mean, I can see that it was submitted. I don't see like the documents yet.
[CUSTOMER][NEUTRAL] Yeah, both. I got both of them on here. OK, subnet. Oh Jesus, here we go.
[CUSTOMER][NEUTRAL] Coming to you now.
[CUSTOMER][NEUTRAL] Hopefully
[CUSTOMER][NEUTRAL] Now what is the steps? OK, hold on, and then it, so it says confirmation let me print this page because I definitely wanna make sure that I got my confirmation.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And now I'm closing it and you should see it once I close it, right?
[AGENT][NEUTRAL] Yes, it was confirmation OSC 93765, calling 90336. Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so is it, I don't know if you need to look at it to make sure you got everything.
[AGENT][NEUTRAL] Oh, well, I can't see the documents yet. They have to basically like scan upload it.
[CUSTOMER][NEUTRAL] Oh, OK, but oh you just want that they came to you, OK, got you.
[AGENT][NEUTRAL] Yes, but everything is here. Um, so most likely they'll deny that first one there and then go ahead and process the second one with everything.
[CUSTOMER][NEUTRAL] OK, that's fine. um, OK, then we're, we're, we're done.
[AGENT][NEUTRAL] All right, Ms. [PII]. So was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No ma'am, I appreciate all of your wait before I go out. Hold on, hold on, hold on. Hey, wait, don't have no, no, no, no, no, don't.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] I'm not gonna hang up.
[CUSTOMER][NEUTRAL] Oh my God, hold on.
[CUSTOMER][NEUTRAL] I got that's the claim form, wait one minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This and
[CUSTOMER][POSITIVE] You know what, I don't think I gave you mm mm, I, I'm glad that I'm glad what I did was literally gave you two of the same documents. Hold on one second, let me go back.
[CUSTOMER][NEUTRAL] I need to go to [PII]. I said that's why I did that.
[CUSTOMER][NEUTRAL] Oh, I know what, hold on, hold on, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I see where it is. Let me go back because I need to put the 3rd. It's gonna be two of the same, but they, they all know that. I the one, the main one I did not do. I don't know why.
[CUSTOMER][NEUTRAL] OK, how do I go back to the box?
[CUSTOMER][NEUTRAL] Oh [PII], OK, update files.
[CUSTOMER][NEGATIVE] Oh my [PII], do that mean I have to do it all over again?
[CUSTOMER][NEUTRAL] Yeah, because I submitted it to you.
[AGENT][NEUTRAL] Yes, because it's already been submit.
[CUSTOMER][NEUTRAL] I, you go, can you delete all those other ones because they're gonna be confused.
[AGENT][NEUTRAL] No, I can't delete them, but I'll, um, once you, once you, once you send the one you're about to send now, I'll tell them which confirmation number.
[AGENT][NEUTRAL] To process.
[CUSTOMER][NEUTRAL] Yes, because I, I gave you the room. Hold on, hold on.
[CUSTOMER][NEUTRAL] What is the EOB?
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] OK, let's go this is go here.
[CUSTOMER][NEGATIVE] I can't really see it.
[CUSTOMER][NEGATIVE] No, that's the wrong one actually. That is not it.
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] I don't see the one that I just signed. How crazy is that?
[CUSTOMER][NEUTRAL] That's crazy. I just sent you.
[CUSTOMER][NEUTRAL] Let me see something.
[CUSTOMER][NEUTRAL] No, I just kick myself back out.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] OK, here I am with, I don't know, can I, when I, I can't, can I open this in front of me what I so I can make sure it's the same, it won't let me open it, huh, because I wanna make sure it's the signed one because it looks like for whatever reason it's not the one that's signed.
[AGENT][NEUTRAL] What's, how did, what's the signed ones?
[AGENT][NEUTRAL] How'd you save it?
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] When you emailed it to yourself.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I did it as um APL claim form I mean AP I'm sorry, A.
[CUSTOMER][NEUTRAL] Yeah, APL claims.
[CUSTOMER][NEUTRAL] And it's here it's two of them, but the problem is it won't let me over because I'm looking at some that actually.
[AGENT][NEUTRAL] So go to your file manager down at the bottom and then you'll have to open it up that way, not like on the website.
[CUSTOMER][NEUTRAL] OK, give me a second. Give me a second because I just need to make sure that this time. OK, select file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's just one tribe.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] See the, the main one that I didn't have was all the documents and, and that's the last one, but the thing is,
[CUSTOMER][NEUTRAL] If I do submit it's gonna go away, right?
[AGENT][NEUTRAL] Right, if you do submit it, they'll send it to us.
[CUSTOMER][NEUTRAL] But it's gonna be separated from the other one or no?
[AGENT][NEUTRAL] Yeah, each time you submit it's gonna look like a different claim.
[CUSTOMER][NEUTRAL] Oh my [PII], so how do I do it with all of them on there?
[CUSTOMER][NEUTRAL] I need to put them all in one group or something.
[AGENT][NEUTRAL] Well, you don't have to necessarily put them in our group, in in one group, you'll just have to know which files you need to select. So like for the claims form, the one that's signed, does it have like claim form two or something so that you know which one is signed versus just the blank one.
[CUSTOMER][NEUTRAL] Boy
[CUSTOMER][NEGATIVE] Let me go back because what I don't want.
[CUSTOMER][NEUTRAL] But it's actually the document that shows the two things I sent you earlier.
[CUSTOMER][NEUTRAL] If they're still here, so I assume when I do this 3rd 1 and submit it, it will be on the same document. Will you be able to see if it's 3 documents when I submit it?
[AGENT][NEUTRAL] Will I be able to see if it's 3 documents on what you're submitting or if it's gonna show it's 3 different?
[CUSTOMER][NEUTRAL] If it
[CUSTOMER][NEUTRAL] On one, yeah, huh.
[AGENT][NEUTRAL] Are you asking if it's gonna show up like 3 different submissions or in what you're submitting, do I see 3 documents?
[CUSTOMER][NEUTRAL] Right, would you see 3 documents of what I'm submitting?
[AGENT][NEUTRAL] Um, I can see if it will let me see the documents. It'll show up that it's here, but document management usually has to put the documents in, but I can check.
[CUSTOMER][NEUTRAL] You know what, let me, OK, give me a second. I just need to figure out why is this not showing the signed document that I, I recently sent.
[CUSTOMER][NEUTRAL] That's the craziest part.
[CUSTOMER][NEUTRAL] OK, here we go here.
[CUSTOMER][NEUTRAL] Oh, because it's under the skin. I gotta figure this out.
[AGENT][NEUTRAL] You got to save it from where it scanned to?
[CUSTOMER][NEUTRAL] Yeah I think so. Hold on, let me see if I can.
[CUSTOMER][NEGATIVE] Save it as a
[CUSTOMER][NEUTRAL] Save it to my um OneDrive.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Gosh.
[CUSTOMER][NEUTRAL] Escape.
[CUSTOMER][NEUTRAL] Let's see, see that.
[CUSTOMER][NEUTRAL] Let me see if I can save it to OneDrive. That's the problem. Let me put a note.
[CUSTOMER][POSITIVE] Say number one on the end so that way I know that's the right one.
[CUSTOMER][NEUTRAL] The problem I guess I'm trying to, I thought I would be able to send 2 documents, two separate documents before submitting.
[CUSTOMER][NEUTRAL] I don't know if that makes any sense, cause it seems like when I, when I, when I loaded, it's actually
[CUSTOMER][NEUTRAL] It's actually um submitting one document at a time.
[AGENT][NEUTRAL] Is it submitting it or because this, I looked at what you sent what was sent in so far, this is like 41 pages.
[CUSTOMER][NEUTRAL] OK, so that's the good one. That's the one that with all the documents and then it was should, should have been one with a claim with a um with the um signed document. You don't see that one?
[AGENT][NEUTRAL] Let me look at the 2nd 1. Hold on, that's the 1st 1.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So now the second one is 8 pages.
[AGENT][NEUTRAL] And hold on, I'm waiting for the image to pop up so I can see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It should be 3 pages.
[CUSTOMER][NEUTRAL] And hold on.
[AGENT][NEUTRAL] Oh, it's now some in between are like.
[AGENT][NEGATIVE] Like that one cover sheet, um, it's not.
[AGENT][NEUTRAL] The, OK, yeah, so here's the signed document. That should be enough because the, I just.
[CUSTOMER][NEUTRAL] OK, all I was supposed to.
[CUSTOMER][NEGATIVE] That was all I supposed to send the claim form with the signature and you do have all the pages.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it's a lot of pages. It's, it's running more than 8 pages. Let me look at it here.
[AGENT][NEGATIVE] Well, the first one is 41 pages, but the one with the claim form here is, oh, you know what, hold on, you missed one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's a lot because it's a lot of different information so that if it's the 41 page that's probably the completed one.
[AGENT][NEUTRAL] Yeah, that's the one with all your documents. I mean for the claim form, OK, so.
[CUSTOMER][NEUTRAL] No, the claim is gonna be 3, like 32 pages.
[AGENT][NEUTRAL] OK, so what I'm saying is you have two files. One file has 41 pages, the other has 8. The one with the 41 pages is all your documents. The one with 8 is the claim form, but there's some like blank pages here too, which is why it's 8 and not right.
[CUSTOMER][NEGATIVE] In between we should not, it should only be two pages.
[AGENT][NEUTRAL] So, what I'm trying to explain to you is on this claim form, the one that's signed.
[AGENT][NEUTRAL] The signature is only on the first page.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Hold on, let me see
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] But I got it here and both of the pages are fine. Let me see something. Let me see, maybe I have to resend it.
[CUSTOMER][NEUTRAL] Yeah, both of the ones I'm looking at is with both pages signed, I guess I'm gonna have to send it again it's just.
[AGENT][NEUTRAL] When you say both pages, what do you mean both, what's the second page that you see signed?
[CUSTOMER][NEUTRAL] You have one page that that talks about section 8 and then the second page is.
[CUSTOMER][NEUTRAL] The APL information, the policy number and all that I had to sign there at the bottom, that's the 2nd page.
[CUSTOMER][NEUTRAL] The first one is the acknowledgement and the other one is the policy information.
[AGENT][NEUTRAL] OK, wait, wait, wait, wait. So the first one says statement of insured at the top.
[AGENT][NEUTRAL] And it has section A.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, so that one I see your hand signature right there. And then the next one.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Claim it says meddling claims woman at the section D.
[CUSTOMER][NEUTRAL] A and D.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the 2nd 1. And then on page 3, is this the same thing over again? Maybe that's what's happening.
[CUSTOMER][NEGATIVE] Yeah, cause I, it's only 2 pages.
[AGENT][NEUTRAL] Oh, the signed one and the unsigned is together. So it's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's two of the same thing on one document.
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] Yeah, I'm so sorry I guess.
[AGENT][NEUTRAL] It's OK, but they'll they'll be able to see that and see that um the first, the first part of it is signed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're OK.
[CUSTOMER][POSITIVE] OK, OK, alright, thank you so much for your patience, OK?
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Oh, I do. I need to know what what to expect now from here when they do it.
[AGENT][NEUTRAL] So the 10
[CUSTOMER][NEUTRAL] What happens? They will contact me?
[AGENT][NEUTRAL] So the
[AGENT][NEUTRAL] The turnaround time is 7 to 10 business days. Since you're on the online portal, you'll see, well, first you're gonna receive a text message saying that the claim has been processed, and then you'll be able to go on the online service center and see your decision there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so they'll keep me abreast via the text message.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][POSITIVE] That's what I needed to know. I just need to know the process. Thank you very much. Have a great day.
[AGENT][POSITIVE] You're welcome. You also, thanks for calling APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.