AccountId: 011433970860
ContactId: 2ff915be-c5f4-4aef-8fa0-cf3407c53696
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1489160 ms
Total Talk Time (AGENT): 330994 ms
Total Talk Time (CUSTOMER): 489078 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/2ff915be-c5f4-4aef-8fa0-cf3407c53696_20250502T19:42_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] Hi, yes, I'm calling to see, are y'all having trouble for us uploading uh our documents online?
[AGENT][NEUTRAL] Not that I'm aware, um, but I can check. May I have your name?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 256-767-6.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII]. Mailing address is [PII]. Email address is [PII].
[AGENT][NEUTRAL] Thank you. What um error message is giving you?
[CUSTOMER][NEUTRAL] Well, I've been trying to submit a file for um that's 17.16 megabytes.
[CUSTOMER][NEGATIVE] For cancer documents. We've got all the pathology reports and everything, and it's just sitting here not doing anything. It says it's submitting and then it'll come out.
[AGENT][NEUTRAL] Mhm. OK. How many megabytes is it?
[CUSTOMER][NEUTRAL] 17.16.
[CUSTOMER][NEUTRAL] It's under the required.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Less than 20 megabytes that you know. It says oops, there's been an errors like we're experiencing technical difficulties.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] If you continue to experience issues, please contact customer service.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, yeah, that's a general er. OK, um, so I have several questions for you. Are you using a desktop, laptop, um, tablet, what type of computer?
[CUSTOMER][NEUTRAL] I am on a laptop and it's a Samsung and I'm using Google Chrome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me check with um.
[AGENT][NEUTRAL] The department and see if they're having any problems, OK? Do you mind holding for me?
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[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][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for you, Miss [PII]. OK, um, no, we're, we're not having problems, so, um, I'm not really sure what's happening. Uh, what is the date of service for the information that you're sending in?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Well, I'm sending in, um, is for the cancer that uh he was diagnosed with and we started treatment in [PII], so it'd be [PII] if you wanna say that um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that's what the documents, you know, say, and I'm like,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, we have to wait for all this stuff to come in.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You know, and so that's why we're just now filing.
[AGENT][NEUTRAL] OK. And um do you know around what time in [PII]?
[CUSTOMER][NEUTRAL] [PII], uh, see.
[CUSTOMER][NEUTRAL] It was [PII] when he was diagnosed with um
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Some of the cancer, he's had cancer since [PII], but then he got, he had new cancer in [PII], which is now carried into [PII] and um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Yeah, it's been a, it's been a hot mess all this has been a hot mess.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm just trying to determine maybe if it's an
[AGENT][NEUTRAL] Uh, maybe the data services was kicking it out, but probably not if you say that it was in the beginning and it's for service on [PII]. OK, uh.
[AGENT][NEUTRAL] Do you want to go ahead and uh try when you're with me on the line and just go ahead and um close everything and start all over again?
[AGENT][NEUTRAL] And see if that will help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me log out.
[AGENT][NEUTRAL] Mhm. And just close it, yeah, close everything, every page you have open. Just go ahead and close anything that you have open. OK.
[CUSTOMER][NEUTRAL] I'm just like, I get this.
[CUSTOMER][NEUTRAL] OK, I've got everything closed.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEUTRAL] My whole computers closed out, period. And then um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll go to Google [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I am [PII].
[CUSTOMER][NEUTRAL] Alright, and I go to sign in.
[CUSTOMER][NEUTRAL] I go to sign [PII].
[CUSTOMER][NEUTRAL] OK, now I'm gonna go get my password because I don't remember my password.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Everything you do has to have a password nowadays.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wonder if it's because I need to update my password let me see, hang on.
[CUSTOMER][NEUTRAL] I gotta find it first on my phone, there it is.
[CUSTOMER][NEUTRAL] Of course then I gotta know that password to get in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I've got that.
[CUSTOMER][NEUTRAL] OK, let's see. I know it says it's weak. I know it says it's weak, but that's the way it is right now.
[CUSTOMER][NEUTRAL] Bring it all.
[CUSTOMER][NEUTRAL] OK, let me put this in.
[CUSTOMER][POSITIVE] I haven't had any trouble signing in. It's just.
[CUSTOMER][NEUTRAL] I can't for some odd reason.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Upload files. I'm back in once again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I put the claimant's name because it's my husband.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][POSITIVE] Mhm. Yes, that's gonna be correct.
[CUSTOMER][NEUTRAL] Now I know, I know at one point they didn't have him added in there, so I'm wondering if it's a glitch.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] There
[AGENT][NEUTRAL] Yeah, I, I check on that and that's, yeah, that's what I was thinking too, but I see that he is uh active so I don't think that should be a problem no more. Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] OK, so it's got claim information [PII].
[CUSTOMER][NEUTRAL] Insured, uh, and I selected the group insurance and now I'm gonna select my files which is a PDF document.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm gonna open it.
[CUSTOMER][NEUTRAL] And I'm gonna submit.
[CUSTOMER][NEGATIVE] And it just says submitting and my screen goes light green where it shows it's submitting.
[CUSTOMER][NEUTRAL] And should it take it very long?
[AGENT][NEUTRAL] Uh, um, when it's a large, that sounds like a large file, so it's gonna take a little bit, yes. Mhm.
[CUSTOMER][NEUTRAL] OK, so this is.
[CUSTOMER][NEUTRAL] Gonna be the 3rd or 4th time I've tried to do this, so.
[CUSTOMER][NEUTRAL] To submit this one file and then I have a second one to follow it. So I'm not.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Because you know, when you, they have cancer, you got a book.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I hate to know it off because it takes longer.
[AGENT][NEUTRAL] Yeah. When you use the first time that you have to upload it, I see that you uploaded some documents um not long ago. Did you have this type of problem?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Oh, you did, so, no, no.
[CUSTOMER][NEUTRAL] No, I didn't.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] And so that's why I'm like.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And our internet's really high speed here so.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm just not sure.
[AGENT][NEUTRAL] If it doesn't work, you probably will have to just um divide it.
[AGENT][NEUTRAL] And that probably won't end.
[CUSTOMER][NEUTRAL] Well, I haven't divided already and the tutor, I mean, am I gonna have to divide another one?
[AGENT][NEUTRAL] Uh, yeah, you say you have it already divided?
[CUSTOMER][NEUTRAL] Even though it says
[CUSTOMER][NEUTRAL] I had, yeah, it was 27 megabytes and we divided it and now one of them is 17 and the other one's 10.
[AGENT][NEUTRAL] OK. Uh, are you trying to submit the 17 or are you trying to submit the 10?
[CUSTOMER][NEUTRAL] I'm trying to submit the 17.
[AGENT][NEUTRAL] Do you want to try to submit the 10 and see what happens?
[CUSTOMER][NEUTRAL] OK, it's gonna, it's gonna be think I'm weird, but yeah, I can try to send this in.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Let me see if I can get it to do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because if it works then.
[CUSTOMER][NEUTRAL] I guess I'm gonna have to have 3 parts to this.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Well, it didn't, it didn't take me out of it so let me clear all.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Not letting me get out.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So it's gotta be doing something.
[CUSTOMER][NEUTRAL] That's the thing, it won't let me get out of it right now.
[CUSTOMER][NEUTRAL] And it's a PDF.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Just wanna get this submitted. I've been on this stuff since January and I'm like when getting it from my husband to get it from the doctors and
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Been dealing with this stuff, it's ridiculous.
[AGENT][NEUTRAL] This doesn't look like it's gonna come through because it should have come through already and um I've been checking on it. It's not here yet. So I don't know if you can just X out of it and just close it again and go back in again.
[CUSTOMER][NEGATIVE] Alright, maybe I should just restart my computer it's probably so confused it probably don't even know what it's doing now.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Restart.
[CUSTOMER][NEGATIVE] It's so frustrating.
[AGENT][NEUTRAL] Mm yeah.
[CUSTOMER][POSITIVE] I think oh good I think we finally got everything together now we can submit it and then this.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Do you ever realize, do you ever think computers are gonna be the ruin of our nation? Cause I think they are.
[AGENT][NEUTRAL] Right
[AGENT][NEGATIVE] Uh, probably, yeah. I mean, uh, I don't know. I, I feel like one day it's not gonna be available and I don't know what we're gonna do, but yeah.
[CUSTOMER][NEUTRAL] Well, and the crazy thing about it is, you know, we have grandkids and stuff and
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] They don't even know how to address an envelope in high school.
[AGENT][NEUTRAL] Oh no. Yeah, I know. Yeah, yeah, that's, yeah.
[CUSTOMER][NEGATIVE] What the heck?
[CUSTOMER][NEUTRAL] You know, you kinda gotta go what?
[AGENT][NEUTRAL] Mhm. Yeah, they, they don't know manual stuff, yeah.
[CUSTOMER][NEUTRAL] OK, so I've restarted my computer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, so I've restarted my computer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Everything's still closed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want me to go to Google Chrome? Is that the best way?
[AGENT][POSITIVE] Yes, that is, that will be the best for you. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna sign in again.
[CUSTOMER][NEUTRAL] Let's hope that it works this time. Oh, it never, it didn't lock me out. It automatically puts me back in.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so let me try.
[CUSTOMER][NEUTRAL] And I logged out completely.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, let me try to do this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One more time and try the 10.
[CUSTOMER][NEUTRAL] Select files.
[CUSTOMER][NEUTRAL] I'm gonna do part two.
[CUSTOMER][NEUTRAL] And I'm trying to submit part two.
[CUSTOMER][NEUTRAL] And it acts like it's going, that's the thing.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And this is only 10 megabytes. This is half of what y'all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Say that we can upload.
[AGENT][NEUTRAL] And you're in Google Chrome not in Explorer, correct?
[CUSTOMER][NEUTRAL] Right, I'm in Google Chrome.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I thought maybe, maybe I should try Edge but I don't think it's any better. I don't think any of this stuff is any good so.
[CUSTOMER][NEUTRAL] That's why I'm retired cause I can't stand slow computer stuff.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I understand.
[AGENT][NEUTRAL] Um, yeah, and we just, I mean, we're working on the edge now, so it looks like the ones that are gonna take based on the notes I got here is Google Chrome, Edge and Safari.
[AGENT][NEUTRAL] If it's a computer or a laptop.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I have a laptop, so.
[AGENT][NEUTRAL] Mhm. Yeah, so it should be working. If not, what I will have to do is just send all this to um IT department and see what they can tell me about what's happening because um like do a ticket support ticket, yeah.
[CUSTOMER][NEUTRAL] OK, we might try it on.
[CUSTOMER][NEUTRAL] We might try it on my husband's computer. He's got a Mac.
[CUSTOMER][NEUTRAL] And send it through Google Chrome.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And see if we can get it to go through.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, if, if you don't give us a call back so we can do a troubleshoot, we can send it to our IT department and see if they can find out the, the problem or why is it not taking it, and we can give you a call back once we figured out what's going on and see if that will help um to fix this issue.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, if you wanna just go ahead and try his computer, you can go ahead and do that and just um like I said before, if you see that it's not gonna go through the 17th, do the 10th first, always do the smallest one first, and if the smallest one doesn't go, that means the biggest one is not gonna.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, so, um, that's when you call us back. So, OK, yeah, yeah. Mhm.
[CUSTOMER][NEGATIVE] The biggest one's not gonna go, yeah.
[CUSTOMER][POSITIVE] OK. All right. We'll try that then. All right. Thank you.
[AGENT][POSITIVE] OK. You're welcome. You have a good afternoon.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Mm.