AccountId: 011433970860
ContactId: 2113ff5c-37a4-4857-99f5-017319b84207
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210050 ms
Total Talk Time (AGENT): 76599 ms
Total Talk Time (CUSTOMER): 77899 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/2113ff5c-37a4-4857-99f5-017319b84207_20250401T16:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Miss [PII], um, I need to know, um, who do I scan my wellness, um, visit to so I can get my wellness payment for my claim.
[AGENT][NEUTRAL] Um, do you have access to our portal?
[CUSTOMER][NEUTRAL] Um, I don't. Um, [PII] was, I think my agent. He always told me to call into the office and that they would help me with that.
[CUSTOMER][NEUTRAL] So I don't know, um, cause I had issues before with the with it going through or something, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you wanna, are you in front of a desktop?
[CUSTOMER][NEUTRAL] No, I have my phone with me.
[AGENT][NEUTRAL] Computer
[AGENT][NEUTRAL] OK, um, you can't get on the portal from the phone. Um, we can do, do you want our fax number?
[CUSTOMER][NEUTRAL] Oh, it has to be faxed. They don't have a sale or nothing. I can send it through an email.
[AGENT][NEUTRAL] Yeah it has to be a fax or uploaded through our portal um but you have to be at a desktop or laptop to get on the um on the portal.
[CUSTOMER][NEUTRAL] Yeah, I don't have that. So if I fax it, who do I put attention to? Does that come directly to you?
[AGENT][NEUTRAL] It'll come directly to our claims department for processing.
[CUSTOMER][NEUTRAL] Oh, OK, cause I don't want it to get lost in the shuffle. That's why I asked.
[AGENT][NEUTRAL] Yeah, understood, yeah.
[CUSTOMER][NEUTRAL] OK, so if I upload it through the portal, what is, let me try that. You say you have, you can't, you have to do it from a desktop, you can't do it from a phone?
[AGENT][NEUTRAL] No, it has to be, have you ever set up your account?
[CUSTOMER][NEUTRAL] Yeah, I set up account cause I, I scanned some paperwork through um my phone before. That's why I'm like, you sure?
[AGENT][NEUTRAL] OK, um, let's see.
[CUSTOMER][NEUTRAL] What is the website again? What is it? ATL?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, if you've already set it up that'll be fine um you should be able to scan from your or upload from your phone. It's just I, I thought you hadn't set it up so it's secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Secure. A what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, Secure [PII].
[AGENT][POSITIVE] Uh, secured
[CUSTOMER][NEUTRAL] That's the APL website?
[AGENT][NEUTRAL] No, it's, it's secured [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] As in [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. And so is that the APL website?
[AGENT][NEUTRAL] That's our website that's your portal to upload documents.
[CUSTOMER][NEUTRAL] OK, but will I be able to log in from this site if I'm already signed up or in?
[AGENT][NEUTRAL] Yes, that's where you sign in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well, I will try this. If I get stuck or have any questions, I will give you a call back.
[AGENT][POSITIVE] OK, sounds good thank you so much for calling APL have a good day.