AccountId: 011433970860
ContactId: 24d00515-86e9-4fdc-9808-7341efbdb098
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222059 ms
Total Talk Time (AGENT): 106803 ms
Total Talk Time (CUSTOMER): 94420 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/24d00515-86e9-4fdc-9808-7341efbdb098_20250409T22:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I am trying to download um a claim, um, claim form and then the receipts and the EOBs, and I've gotten a message every all day today that um your, your internet is down or your um site is down. Is that correct or am I doing something wrong?
[AGENT][NEUTRAL] Hm, I haven't heard of that. Let me see.
[CUSTOMER][NEGATIVE] I can get on the website. I just, it won't let me download anything, which is weird.
[AGENT][NEUTRAL] Interesting. OK, let's see. Are you using um a desktop or you on a mobile device?
[CUSTOMER][NEUTRAL] No, I'm using a um a desktop, a MacBook.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEGATIVE] Just wanted to make sure, sometimes, you know, if you're on like a phone or something, it just doesn't work as it should.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, let me see here.
[CUSTOMER][NEUTRAL] This is my first claim I'm ever sending over, so I don't think I'm doing anything wrong, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] When are you able to select the files to upload or anything like that? Does it let you proceed that far?
[CUSTOMER][NEUTRAL] Yes, yeah, and it's under 20 megabytes, so, um, because it says the maximum is 20. I have there it's their PDFs and there are all the pages I'm trying to send is more than 20 so I was gonna send two separate files.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then when I hit submit it just keeps going and then finally it goes sorry there's something wrong on our end or something.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] Have you tried?
[AGENT][NEGATIVE] Just closing out of the browser completely to start over.
[CUSTOMER][NEUTRAL] I have, um, and I don't, I mean, it, it may be my computer. I don't know. Is there a way to email?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't
[CUSTOMER][NEUTRAL] Or do you only do fax or?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We don't accept them on email just because it's not secure. The other way that you could get it to us um would be fax or in the US postal mail, just mailing it.
[CUSTOMER][POSITIVE] OK, yeah, I was just hoping to do this one and make sure you know I've got it right before.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] I haven't heard of any reports of anything um being down, so I apologize it's not working. Um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Maybe.
[AGENT][NEUTRAL] Yeah, because um
[CUSTOMER][NEUTRAL] I can try tomorrow too.
[AGENT][NEUTRAL] That's what I was gonna say because like I pulled up my policy um that I have and then clicked a file to download and it lets me do it. It's, I'm not having any issues on my side, so.
[CUSTOMER][NEUTRAL] Hm, OK, well.
[CUSTOMER][POSITIVE] Um, thank you.
[AGENT][NEUTRAL] Yeah, I'm sorry about that, but if you continue to run into problems, please let us know and I'll report it tonight just to see if anybody else has reported anything just to cover our bases.
[CUSTOMER][POSITIVE] OK, that sounds good. Thank you.
[AGENT][POSITIVE] You're welcome. Have a nice evening.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye-bye.