AccountId: 011433970860
ContactId: 31231290-b9d0-42a2-9982-b12c3f19815c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 704520 ms
Total Talk Time (AGENT): 343099 ms
Total Talk Time (CUSTOMER): 198718 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/31231290-b9d0-42a2-9982-b12c3f19815c_20250424T19:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I have voluntary insurances with you guys and I've been trying to submit a wellness claim online and I keep getting an oops, there's been an error every time I submit that.
[AGENT][NEUTRAL] OK, Ms. [PII], so you said that you're trying to submit a wellness getting an error message in the online service center.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can try and help you with that. So first that number for you please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] What is your callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Um, one second here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It looks like it's 2291065.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, 2,291,620.
[AGENT][POSITIVE] Thank you. Give me a moment.
[AGENT][NEUTRAL] 2,291,620. Is that correct?
[CUSTOMER][NEUTRAL] 2,291,620
[AGENT][NEUTRAL] Yes ma'am. OK, one moment please while I get your information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Miss, you're welcome, and I will need to verify several things with you first, Miss [PII] for security purposes and any information provided would be a verification.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient of benefits and not a guarantee of payment. So please verify your date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The filter that we have on file for you is just the one you gave me. What is it?
[CUSTOMER][NEUTRAL] I'm sorry, you cut out there. What was the last part of that?
[AGENT][NEUTRAL] What is another phone number that we would have for you? The one you gave me is not the one we have on file.
[CUSTOMER][NEUTRAL] Yeah, the other one is [PII].
[AGENT][POSITIVE] Thank you. And lastly, your email address, and I believe this is probably your work email.
[CUSTOMER][NEUTRAL] Um, so it's [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying all of your information. OK, Miss [PII], so are you um logged in?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah I am.
[AGENT][NEUTRAL] From a computer or were you trying to upload from your phone?
[CUSTOMER][NEUTRAL] No, it's a computer desktop.
[AGENT][NEUTRAL] OK. All right. So, um,
[AGENT][NEUTRAL] I can try, OK, and are you using your work computer or is this a personal computer?
[CUSTOMER][NEUTRAL] Work computer.
[AGENT][NEUTRAL] Alright, have you ever tried to upload from your work computer before?
[CUSTOMER][NEUTRAL] Yeah, I've filed other wellness claims um within the last month or so on here so there wasn't an issue with that.
[AGENT][NEUTRAL] Oh, OK. OK. And I was just wondering because sometimes with the firewalls and security, was it from a company?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] I mean, it would, you know, prevent you from allowing, you know, OK, so give me just a moment and we'll try to, I know that there have been some calls today but not related to the same topic, um, about the online service center and.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Some other functionalities um that have been read so there may just be something going on with it that, that I'm gonna try to walk through the steps with.
[CUSTOMER][NEUTRAL] Well, I've been trying to do this now.
[CUSTOMER][NEGATIVE] OK, I've been trying to submit this claim now for a couple of weeks and I keep getting the same error and finally I'm like, OK, I'm gonna call.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're on Google or Chrome? Are you using Chrome as your browser?
[CUSTOMER][NEUTRAL] Yeah, Chrome.
[AGENT][NEUTRAL] OK, all right, so you're logged in, is that correct? Are you logged in now?
[CUSTOMER][NEUTRAL] Mhm yep yep.
[AGENT][NEUTRAL] All right, so what you're gonna do, OK, so you're going to select the file a wellness claim.
[CUSTOMER][NEGATIVE] Yeah, I went through all of that. I put all the information I signed and when I hit submit, I get an error.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh let me see.
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] OK, and you are selecting this particular policy number to upload the document to?
[CUSTOMER][NEUTRAL] Um, there's no uploading of a document and it doesn't ask for which policy I wanna submit against. It's very generic. It just has me pick a name.
[AGENT][NEUTRAL] OK, so it is allowing you to, when you click this follow wellness, it is uh letting you select your name, is that correct?
[CUSTOMER][NEUTRAL] It is asking me, yeah, it asked me who I'm filing the claim for, so when I pick my husband then yeah it doesn't let me pick which policy.
[AGENT][NEUTRAL] And go through every step.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, and you selected.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's
[AGENT][NEUTRAL] That's fine. So, but it is like letting you select the client and then it lets you answer your questions.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And sign it, but when you click submit,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It it's not going past that.
[CUSTOMER][NEGATIVE] Yeah, and I get that error.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so what I will, I'm gonna need to do because you're doing everything correct and if you've uploaded from that computer before I will need to just put a ticket in regarding this um give me just a moment.
[CUSTOMER][NEUTRAL] I mean, could it be coming from the type of service that I'm selecting? I thought a wellness visit under the critical illness like was pretty much covered regardless of what you selected, but is that maybe causing the issue?
[AGENT][NEUTRAL] No, that shouldn't be. If it's letting you, no, if it's letting you complete the form.
[CUSTOMER][NEUTRAL] Yeah, because it says a routine physical.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, and you've, I mean, it allowed you to.
[AGENT][NEUTRAL] Put in where he had it done. I mean, the provider information and the date and all of that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, all of that.
[AGENT][NEUTRAL] So yeah, no, yeah, I don't think um.
[AGENT][NEUTRAL] Uh uh. And if you've been able to do it before.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][MIXED] Yeah, I did it with my two children and it went through just fine, but then when it comes to my husband's, it doesn't work.
[AGENT][NEUTRAL] Oh, OK. Well, we certainly want to be able to file for him as well. So let's see.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] We don't want to exclude him and make him feel left out.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And that's for [PII]? And that's for Scott. Is that correct? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] So yes ma'am. So let's see, so you're using uh you said a desktop there's certain pieces of information I need to get from you um Miss [PII], so I can send this ticket.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And you said that you are using Google Chrome, correct?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] I am yep yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, and this is for wellness.
[AGENT][NEUTRAL] OK, so I will put this ticket in now if you want to go ahead and try and submit it, I mean we have a secured fax line if you want to print out that wellness form and complete it and send it in.
[CUSTOMER][NEUTRAL] OK, I'll just wait until I hear back or just wait a while.
[AGENT][NEUTRAL] To our secured vaccine, you can do that. Um, you know what I mean.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, yes, I'm fixing to create this ticket and send that now so that they can check this to see what may be going on with it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. And I'm very sorry about the inconvenience. Yes, ma'am, I am. But if you, if you decide that
[CUSTOMER][POSITIVE] All right, that sounds good.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Do you want to fax it? Would you like to go ahead and just take there?
[AGENT][NEUTRAL] That you would send that to?
[CUSTOMER][NEUTRAL] That's OK. I, um, have other means of submitting the claim through our broker too if I need to, so I'm just gonna hold off and wait. I'm in no rush.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] While I have you on the phone, I do have another question for you.
[AGENT][NEUTRAL] OK. All right then. Well, as I'm and I'm just
[AGENT][NEUTRAL] Sure, yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, so when I do file a claim, I typically get 12 letters in the mail from you guys. Is there any way to change that to opt into electronic delivery so you're not having to mail me multiple times for one claim?
[AGENT][NEUTRAL] No, there's not, um.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Let me just, let me look at one thing.
[AGENT][NEUTRAL] Yes ma'am, currently, um, I can see you know that you are signed up on the online service center you have opted in for text alerts like when we process a claim, but as far as preventing that explanation of benefits from actually being mailed, no ma'am, there is not a way to do that currently.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I thought I'd ask while I was talking to you.
[AGENT][POSITIVE] Sure. Well, that's exactly right. Always ask you to get the answer. That's right. OK.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][POSITIVE] Absolutely. Well, I appreciate your help. Thank you so much.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] You, oh, you're welcome. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] You have a great day.
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] Well, I hope you do too.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] And thank you for calling APL.
[AGENT][NEUTRAL] Bye bye.