AccountId: 011433970860
ContactId: 2ce51950-f6ae-4098-bf89-fd439a9a0f72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 740000 ms
Total Talk Time (AGENT): 270818 ms
Total Talk Time (CUSTOMER): 238567 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/2ce51950-f6ae-4098-bf89-fd439a9a0f72_20250106T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling because, um, um, for the past two weeks.
[CUSTOMER][NEGATIVE] I wasn't able to file my claim by mobile phone or by a computer. It will not, it will not officially submit.
[CUSTOMER][NEUTRAL] So, um, I had it faxed. I had it faxed by my employer, um, my EOB, and um, so someone, um, she told me to call back. I spoke with someone not too long ago, told me to call back, um, because she needed the, she wanted the, the uh fax number and confirmation number and stuff, so, so she can, she was trying to pull it up cause she said she didn't see it yet, but she told me to call back with the number when I get a chance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we can do you just wanna double check and see if we received anything on the claim, is that correct?
[CUSTOMER][NEGATIVE] Yes, too fat.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is your policy number? Do you have that?
[CUSTOMER][NEUTRAL] Yes, it's 255-243-5.
[AGENT][POSITIVE] Alright, thank you so much. Give me just a second, let me pull this up here.
[AGENT][NEUTRAL] And if I could get your first, last name and date of birth?
[CUSTOMER][NEUTRAL] Uh my first name is [PII].
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that and then what is the address that we should also have on file for you?
[CUSTOMER][NEUTRAL] Um, you sure have [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you so much. And then it looks like the email address is [PII] [PII]. Is that still a good email?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let's see here. One moment.
[AGENT][POSITIVE] I appreciate your patience. I'm just waiting on this to load here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so it's looking like the last thing that I see that we received was actually back in [PII]. What is the fax number that you have that uh they're sending it to? Do you have that?
[AGENT][NEUTRAL] Giro, are you still there?
[CUSTOMER][NEUTRAL] Um, yes, sorry, sorry about that. The fax number is.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Wait, you, you want the fax number that mine came from? that we on our fax number?
[AGENT][NEUTRAL] Well, OK, so I just want.
[CUSTOMER][NEUTRAL] Well, I have,
[CUSTOMER][NEUTRAL] It says that in the movie.
[AGENT][NEUTRAL] I was just trying to make I was just trying to make sure that they submitted it to the right fax number because I don't see anything on our side so.
[CUSTOMER][NEUTRAL] OK, so I have
[CUSTOMER][NEUTRAL] It's not file number, right? You want the file number or the fax number? The fax number is 87.
[AGENT][NEUTRAL] No. Yeah, uh-huh.
[CUSTOMER][NEUTRAL] Oh, the number I faxed it to, right, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello, you want the number that I faxed it to.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] That is um [PII].
[AGENT][NEUTRAL] And when was it faxed? Do you recall?
[CUSTOMER][NEUTRAL] Yes, it is [PII] at [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] make sure
[AGENT][NEUTRAL] Yeah, so I'm not seeing anything, unfortunately, and I know that you've had some older policies and the numbers changed. I double checked those just to make sure, you know, it wasn't maybe incorrectly put under the wrong number or something like that. It does happen from time to time.
[AGENT][NEUTRAL] Um, I'm not seeing anything unfortunately, so I would resubmit it at this point if you want, cause I, yeah, I don't see anything on our side as of right now.
[CUSTOMER][NEUTRAL] Oh. So if I resubmit it, how long would it take for you guys to receive it?
[AGENT][NEUTRAL] It should be uploaded and we should be able to see it within like the 24 hours so I should be able to at least if it was sent back like you said on the [PII] I should be able to see at this point at least the claim in progress and that the uh paperwork was received. I don't see anything as of right now.
[AGENT][NEUTRAL] So after if you resubmit it today I would call back tomorrow just to make sure we got it.
[AGENT][NEUTRAL] You're wanting to verify receivable.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You'll be able to get it tomorrow.
[CUSTOMER][POSITIVE] If I, if I do it today, you will be able to get it like you should have it by tomorrow.
[AGENT][NEUTRAL] We should be able to see something yes that was submitted by tomorrow that is correct.
[CUSTOMER][NEUTRAL] So I'll redo it. I have everything here. Do you need the file number maybe? I have the file number is 405, I mean.
[CUSTOMER][NEUTRAL] I don't know if that does anything for you.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the whole copy of the the the time the start time, the end time, the amount of pages sent status is OK, the file date.
[CUSTOMER][NEUTRAL] The file number
[CUSTOMER][NEUTRAL] Um, I have
[CUSTOMER][NEGATIVE] Your fax number here my policy and everything, but if you say you don't, you didn't get it.
[CUSTOMER][NEUTRAL] I'll have to resubmit it in the next 5 to 10 minutes and I guess tomorrow I'll double check to make sure that you guys have it.
[CUSTOMER][NEGATIVE] I mean, and I don't know why is it, why is, why can't I submit a claim like online?
[CUSTOMER][NEUTRAL] There's a question I have also.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, so I haven't had any reported issues with online. Do you want, are you by a computer? Do you wanna try and see if it'll let you while I'm on the phone? I haven't heard.
[CUSTOMER][NEUTRAL] I've been, I've been trying to playing for 2 weeks, so.
[CUSTOMER][NEGATIVE] I'd rather just make the report because I know it's not gonna work. It hasn't worked for two weeks. I've been trying to submit this claim with 4 attachments. It did not exceed the 20 MB.
[CUSTOMER][NEUTRAL] Cause it was 17.
[CUSTOMER][NEGATIVE] Uh, and the, um, so I don't know why it never uploads. It never goes through. I tried on my mobile phone. I've tried on someone else's phone. I tried on the computer. I tried on my employer's computer. For some reason, I cannot submit a claim, so can I report that there are
[CUSTOMER][NEGATIVE] Problems submitting claims, I mean, cause it, it has to be a problem why cause this is, this never happened to me before.
[AGENT][POSITIVE] I can take your policy and contact information and forward it on to IT that you've been having this ongoing problem and have somebody reach out to you if you would like absolutely.
[CUSTOMER][NEUTRAL] Yes, that'll, yes, that's fine. Do you know how soon they can reach out to me?
[AGENT][NEUTRAL] It would be sometime this week. I, I can't give you an exact time frame, unfortunately, but um I mean, it wouldn't be weeks upon weeks. Somebody should be able to call you back relatively quick.
[CUSTOMER][NEUTRAL] OK, that's fine. You can do that. But for some, like, are you, do you have any claims from anybody else that was filed recently that lets you know that it's still working because I never filed anything like, I mean, I never got through. I tried to file for.
[CUSTOMER][NEGATIVE] Every day for the past 2 weeks and nothing.
[AGENT][NEUTRAL] I personally have submitted my own claim online in the last few weeks and haven't had any issues um through the service center using like my desktop. I've never tried to do it. They don't recommend, you know, a mobile phone or uh because it generally doesn't work as well, but you said you had already tried from a desktop. I personally didn't have any issues, but.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The only other recommendation I can give is that I know that Google Chrome is the preferred browser. I'm not sure what browser you were using.
[AGENT][NEUTRAL] Um, was it just spinning and spinning, like not responding?
[CUSTOMER][NEGATIVE] Yes, it'll say submitting, never submits, and on my phone it just keeps saying oops sorry error, oop error.
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, I mean you can um maybe if you don't recall the browser like I said, Google Chrome's a preferred browser sometimes clearing your cache or cookies will help um also before trying to submit it, you can try those things but I'll forward your information along to the um tech desk and have somebody call you back for sure.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] What's a good call back number for you?
[CUSTOMER][NEUTRAL] Um, the number I gave you [PII].
[AGENT][POSITIVE] All right, so I will set that up. Did you have anything else that I can help with here today?
[CUSTOMER][NEUTRAL] No, that's everything. That's fine.
[AGENT][POSITIVE] Alright well thank you for calling APL. I hope you have a nice day.
[CUSTOMER][NEUTRAL] Oh.