AccountId: 011433970860
ContactId: 1c95565c-e38c-4283-a37d-2ba753575eab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 827280 ms
Total Talk Time (AGENT): 240451 ms
Total Talk Time (CUSTOMER): 226747 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/1c95565c-e38c-4283-a37d-2ba753575eab_20250403T20:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, um, I'm on the phone, on the computer trying to file a claim, um, and it keeps saying we're experiencing technical difficulties.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Um, and it's understand if I continue to, and they file it for me. I've been trying to do this for the last 2 days. It's just a wellness claim. Uh, you don't even have to have documents for this. I think they just need a basically a name, number, and the test that was performed.
[AGENT][NEUTRAL] Um, yes, and you're trying to do the electronic one?
[CUSTOMER][NEGATIVE] Yeah, the electronic um on the computer cause they told me to do it on the computer and I'm trying to do it on the computer and it's not letting me. I mean, every time I get to the end and I sign my name and push out my claim, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says we're experiencing technical difficulties, please call this number, so that's why I'm calling you now.
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. May I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Hold on, let me pull it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You just saying oops looks like you'reperiencing tech technical difficulties. If you continue to call them, OK, that is saying the same thing.
[AGENT][NEUTRAL] So you're not, you don't know your policy. You're not able to get it?
[CUSTOMER][NEUTRAL] Hold on, let me get.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] I gotta get them.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm trying to go back to that screen cause I don't know it by heart.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 244.
[CUSTOMER][NEUTRAL] 621 8.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And the mailing address and email address on file.
[CUSTOMER][NEUTRAL] Sorry, ma'am. It picked my, for some reason my car picked it up.
[CUSTOMER][NEUTRAL] I'm sorry, ma'am. Can you hear me? For some reason it went to my car phone.
[AGENT][NEUTRAL] OK, um, I can hear you. Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, now what were you asking for? Yes, yes, ma'am. Can you hear me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can hear you now, yes. Um, may I have the mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh, email is uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment. Let me look at some things here really quick and see.
[CUSTOMER][NEGATIVE] And that indicted me trying to get on this website for the last 3 days, and I, I don't know what's going on.
[CUSTOMER][NEGATIVE] Now they ever told, they told me if I ever had an issue, that they would get somebody personally to file it for me.
[AGENT][NEUTRAL] OK um.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] I'm just saying I, I talked to [PII], who was my agent. He, he told me if I ever had an issue with filing a claim, did it to online that they would file it for me because I've been trying to file for the last 3 days. I did it on my phone. I did it on a desktop computer, um, and it's just by the time I sign my name and submit, it says we're experiencing technical difficulties and it's not letting me through.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Let me see what we can do because we cannot do the claim for you here. I don't know if [PII] can but um we cannot um because we need your, the, you know, your signature needs to be there so um.
[AGENT][NEUTRAL] But let me go ahead and um yes, the screening and then I'm first trying to make sure that you have that wellness benefit first, OK? So bear with me just a second. Let me go through everything I need to uh check on and then we can see what's going on. Um.
[CUSTOMER][POSITIVE] Yeah, I have the wellness benefit. I've been had it. I ain't never let dropped it. I haven't been filing it every year.
[AGENT][NEUTRAL] Mm. Is this the first time filing online?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] Cause last year we had to upload the documents. This year they said we don't have to upload any documents.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Uh
[CUSTOMER][NEUTRAL] Um, I know in the signature box it wants you to do the signature with the mouse, which is hard to, to sign your original signature on a with a mouse on a computer, but I did the best I could.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. And then uh
[CUSTOMER][NEUTRAL] I don't know if the signature maybe not matching.
[AGENT][NEUTRAL] Uh, no, not, not exactly, because it's, it's not gonna kick it out because of the signature. The only way that it will take the or not let it go through is either if the signature is missing, so it's not recognizing the signature or it's not recognizing the acknowledgment like the little box that you need to click acknowledging that the information is correct. So those two are the only ones that will probably prevent for this claim to go through, um, but whenever.
[CUSTOMER][NEUTRAL] Yeah, cause, well, I checked the acknowledgement box. I did check the acknowledgement box at the end and I did sign in my name, first and last and I pushed save and then I push file submit claim.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm, OK. So, um, whenever something like this happens and it doesn't let you go past that, um,
[AGENT][NEUTRAL] Usually what we ask um for you to do is to go ahead and just send the regular claim form. You don't have to send any documents. You can just, you know, fill everything out on that claim form and just upload it to your policy and it will be the same as the, the electronic, um, it's just gonna be just a regular claim form instead of the electronic form, um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Can you send the form to my email?
[AGENT][POSITIVE] Yeah, I can do that. Yeah, definitely. OK, so let me just go ahead and do that right now.
[CUSTOMER][NEUTRAL] Um, and is there a fax? Is there a fax that I can send this to?
[AGENT][NEUTRAL] Yes, and the fax number is in the claim form. So um it is gonna be there on the first page it's gonna give you like instructions and everything and it's gonna have the fax number, the mailing address, and or and you can upload it still to your account like if you want to upload that form, you can still upload it, OK? Um, it's just gonna be uploaded instead of the wellness claim, um, but let me go ahead and get this email out to you. Do you mind holding for me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Thank you for holding and being patient for me.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] OK. Um, I went ahead and send that out to you. You want to check and see if you got it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you send it in a Word doc so I can fill it out, or it has to be I have to print it out, then fax it?
[AGENT][NEUTRAL] Um, is, is an Adobe, um, I don't know if you can open, if you have Adobe.
[AGENT][NEUTRAL] Where you can fill it out electronically.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you get it?
[CUSTOMER][NEUTRAL] Hold on sweetie, it's pulling up. I'm trying to see now.
[AGENT][NEUTRAL] OK. OK. OK.
[CUSTOMER][NEUTRAL] Caroten? OK, keroten. Yeah.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] I got, let me see. OK, I got the.
[CUSTOMER][NEUTRAL] Yeah, sent in a PDF form, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, I see it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So yeah, if you have
[CUSTOMER][NEUTRAL] So I just have to print that out and then say.
[AGENT][NEUTRAL] Yeah, you can print it out, fill it out, or if you have Adobe, you can just fill it out electronically and send it in. You can upload it, you can fax it, or you can mail it.
[CUSTOMER][NEUTRAL] Oh OK, but you said I can upload it electronically also too, right? Where it says upload instead of doing file wellness claim, I can just push the upload button.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, alright, fine. Alright, as soon as I get to my computer, I probably have to go to the library and print this out.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Mhm. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling ATL. Have a good afternoon, Mr.
[CUSTOMER][NEUTRAL] You, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.