AccountId: 011433970860
ContactId: 326a5a14-809e-4b44-ba7c-3415d51398bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 818580 ms
Total Talk Time (AGENT): 319068 ms
Total Talk Time (CUSTOMER): 538393 ms
Interruptions: 14
Overall Sentiment: AGENT=1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/326a5a14-809e-4b44-ba7c-3415d51398bc_20250508T21:05_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you for calling ATL. This is Ka[PII].
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] Hi how can I help you?
[CUSTOMER][NEGATIVE] Hi Ch[PII]this is my name is Sh[PII]nd well now I'm, I first off, I am a complete idiot when it comes to computers, OK? I just want you to tell, can you tell how frustrated I am? I, I, when I try to do something so simple, uh, it takes me 30 minutes to figure out something so, so simple, so I'm almost in here.
[AGENT][NEUTRAL] Oh, don't say that.
[AGENT][POSITIVE] Hey, we've all got our strengths and weaknesses. It's all right. Um, I'll do what I can to help. Don't worry.
[CUSTOMER][NEGATIVE] Well, it, it's, I don't even know anybody could help.
[CUSTOMER][POSITIVE] The city I have got it all scored up.
[AGENT][NEGATIVE] Oh, you are, you're at a bad point, aren't you?
[CUSTOMER][NEUTRAL] I've got it like squeezed up on one side of the computer. Uh, what I need you to work for me, uh, well, I guess I could tell you who I was first.
[AGENT][NEUTRAL] Oh my goodness. Well, well, what's going on?
[CUSTOMER][NEUTRAL] Um, my name is Sh[PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My husband's name is Tr[PII]Let's go with his birthday instead of mine. Uh, 4-[PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And um oh Lord, girl, I don't, I don't think I've ever talked to you, but I've talked to everybody else twice. Not today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It whether it's uploading something or just trying to get my little picture to come out on the screen, it can be anything, but there were several things in the last 2 or 3 days I've attempted to send to you guys. Now they haven't had a chance to do anything with them yet, but.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The very, the first one that's not freaking processed I'm trying to get to it so I can see it uh it was the first not processed but the one right above the last case number, the 359236535292365 that one there was nothing paid on it.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] That's a good
[AGENT][NEUTRAL] OK, so we just do we just need clarification on that?
[CUSTOMER][NEUTRAL] We, we, no, we don't. Um, there was some, um,
[CUSTOMER][NEUTRAL] Explanation of benefit, um, first off, um, what I'm saying is all wrong, OK, but there you were needing an explanation of benefits it from my um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My um
[AGENT][NEUTRAL] Primary.
[CUSTOMER][NEUTRAL] Medicare.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yes, and I needed to send it to you and I even attempted to go on my computer where off to the far, far right I think it says files so that would be probably what I uploaded to you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it's um when I try to open it it's I'm I'm having a little trouble opening it when I hit the file saying.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] They're supposed to be more than one page that you're looking at, but I can't get the one page to show up, but.
[CUSTOMER][NEGATIVE] I need you to look and see if you got 2 pages instead of just 1 page. Oh, I can't believe that.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] And I think the figure is around.
[CUSTOMER][NEUTRAL] Uh, I, I don't remember what the, like, maybe it started out at 40,000 baby I'm talking to the insurance company, so why don't you move to the bedroom, OK, or outside y'all can go outside. Oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If that helps you out.
[AGENT][NEUTRAL] OK, so let's just back up just a second if you don't mind, Miss Sh[PII]um, before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You, you can, yes, you sure can. It is 40[PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And you might need some forca of who I am too.
[AGENT][NEUTRAL] Yes, uh, well, and also the information that you're referencing that needs to be uploaded or that we need to verify, um, was that for you or was that for Tr[PII]?
[CUSTOMER][NEUTRAL] It's, it's for Tr[PII].
[AGENT][NEUTRAL] It is for Tr[PII]OK, let's see.
[CUSTOMER][NEUTRAL] Yes, and it's the.
[CUSTOMER][NEGATIVE] It's not the last thing you received from me. It's the, I sent 3 things in the last two days. It's the first one under Tr[PII] name and uh it's dated 5 [PII]ou received it on 5 [PII]nd 6.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Got it. OK, well, really quick, um, yeah, so, uh, if I can, can I get your date of birth please, Sh[PII]?
[CUSTOMER][NEUTRAL] You, you sure can. Mine is Ma[PII].
[AGENT][POSITIVE] Thank you just gonna verify a couple of things really quick um can I get your mailing address?
[CUSTOMER][NEUTRAL] Here, here.
[CUSTOMER][NEUTRAL] You may. It is 23[PII]and it's 77[PII]Bo[PII]alling, calling on your.
[AGENT][POSITIVE] Perfect. Last thing I need is the uh email address we've got on file for you uh looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is, it is, it's Sh[PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that, Sh[PII].
[CUSTOMER][NEUTRAL] Now, Tr[PII]as
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, Tr[PII]as one too, but I kind of think we've been using that.
[AGENT][NEUTRAL] Yes, that is the one that we've got on file, um, OK, so I will say I do see um that we've received 3 pieces of claim information for Tr[PII]uh, 1 on the 6t[PII]nd 2 just yesterday on the 7t[PII].
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Unfortunately I am unable to view what has been submitted as as as it is currently.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, time to take out it can take 7 to.
[CUSTOMER][NEUTRAL] Go so all the charge.
[CUSTOMER][NEUTRAL] That's my phone started cutting in and out, but I think I got the gist of what you're saying you can't open that up to see um.
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh oh.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] What it is exactly, so it's being processed right now and it can take up to 7 to 10 business days. It may not take quite that long, um, that's probably, you know, safest guess, um, but once that's been processed we'll of course be able to view that information and let you know.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. OK. That'll be, that will be great. Uh, the next two that, that's there, this may not make any difference at all, but they had to help me with this too.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I needed about 7 or 8 lodging, not lodging, excuse me, um, with, uh, trips to and from MD[PII]um, in the last, you know, so long, they had, they had paid me for the first one, but then there was a lot of other ones that had taken place. So I gave them a list of those. I filled out a claim form and I uploaded.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] 3 of them because it was only 3 places on the claim form for.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Me to put lines for me to put 3 and I had like 7 or 8. So they suggested that I do another one, just a piece of paper and so I don't know, I just went, they know, here we go with the computer stuff again. I took a picture of it then I figured out how to put it in my documents. Then it wasn't uh the right kind of file, but we sent it later that day.
[AGENT][NEUTRAL] Right. Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That piece of paper. So now it looks like there's two claims, but really it's just an extension of the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The first one you received on the 7t[PII]will they be able to figure all that out?
[AGENT][NEUTRAL] Absolutely. Oh yes, um, that's a very common, uh, situation, especially because, um, there is a specific file size that it will kind of cut you off and it won't submit or it won't upload anything if it's too big, you know, or if there's too much so a lot of people will kind of break it up but that being said, of course you know you only just need the one claim form and uh so that is perfectly fine we'll be able to sift through all of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because what, what, um.
[CUSTOMER][NEGATIVE] What, just like that one that had two pages that I sent to you. When I try to open it, I know you can't open it, but when I try to open it, it shows the first page, but there's little blue lines like it's trying to open.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But it's not opening up and I don't know if that's because it's on my iPad.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, yes, uh, possibly so our, our website, uh, currently it does not have much support at all really for mobile devices like phones or tablets. So I would try, um, and just so that I understand correctly, uh, when you say you're trying to open it to view it, do you mean, uh, on you on our website like where it's been submitted?
[CUSTOMER][NEUTRAL] Or if it's so, see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yes, I'm, I'm trying to make sure that what I uploaded to you is everything. I think when I uploaded it, I uploaded both pages. I'm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Verifying. Sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I, I, I just, I'm sure I did, but when I go and so I was ideally knowing I needed to do it on the computer because that's where I uploaded it and everything else. But now I can't, when it opens up on my laptop.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] To upload it, yes.
[CUSTOMER][NEGATIVE] It doesn't show the files on the far, far end. So I haven't even been able to get to them to, to double click.
[AGENT][NEUTRAL] Sure, yes, and I apologize for that. I know at this present time our website, well, I'm, I'm apolo no, no, no, I'm apologizing on our part because at this present time our website is actually going undergoing quite a big change and you know it's going to be much better I can promise you that but that being said it might make things a bit more wonky so I do believe though that the reason you're unable to view.
[CUSTOMER][NEUTRAL] That little just to open it up.
[CUSTOMER][NEUTRAL] That's not your fault. That's mine. That has to do with my computer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] That second page, um, or anything more than the first page is most likely due to the fact that it is currently being processed so that's probably why now I will say as well I will I will say as well I'm so sorry to interrupt you um so if you just want to be sure and not waste any time um you know if this does get processed and turns out it wasn't received you can go ahead and upload that again.
[CUSTOMER][NEUTRAL] OK, well, that makes sense that.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Uh, worst case scenario is that it will just register as a duplicate and deny just because it was a duplicate, but best case scenario is, oh, we've got everything all around the same time so you don't have to worry about that.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK, well, at this stage, I might just hold off.
[AGENT][POSITIVE] That is completely up to you and I, I feel like it's fine.
[CUSTOMER][NEUTRAL] Because, well.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I kinda do too um but uploading it is a big challenge sometimes.
[CUSTOMER][POSITIVE] And um I think I'm just gonna, at this stage, I think I'm just gonna wait and just trust that the whole thing got uploaded like I was supposed to do.
[AGENT][NEUTRAL] Sure, oh yeah.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] And then we'll just go from there. I mean, eventually I've got to get this down.
[AGENT][NEUTRAL] Yeah, definitely, and I, you know, you can keep an eye on the website. Mhm.
[AGENT][NEUTRAL] Right, well, and that again with all of these changes the website's gonna be having, um, it should make the process so much easier, uh, so you know hopefully in the future he won't want to be in this kind of business but I would keep an eye on it, uh, regularly because.
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, but I think, I think I just need to I need to practice on my computer, I believe more than anything, just practice.
[AGENT][NEUTRAL] It's 7
[AGENT][NEUTRAL] Sure, yeah, um, well, and I will say to you that.
[AGENT][POSITIVE] Business days is like long shot, you know, so it's very possible and that it will process sooner than that so you know just keep an eye on that and then if you need clarification on anything, feel free to give us a call and you know we'll do what we can to help you out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much. I do appreciate your time today.
[AGENT][POSITIVE] Absolutely. Yeah, you're very welcome. Is there anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, I don't think so. I'm just gonna hang tight and see what happens.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Sounds good. Let us know if you need anything else. I hope you have a great rest of your day, Sh[PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.