AccountId: 011433970860
ContactId: 3acc4831-0b55-45e0-be6c-63063ff54c4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 943659 ms
Total Talk Time (AGENT): 146262 ms
Total Talk Time (CUSTOMER): 200046 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/3acc4831-0b55-45e0-be6c-63063ff54c4f_20250204T14:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] How you doing? This is Mr. [PII].
[AGENT][NEUTRAL] How may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] How you doing? I don't, I don't know where this um
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] How you doing? Um my awareness, um.
[CUSTOMER][NEUTRAL] Claim for myself, but
[CUSTOMER][NEGATIVE] This is my 2nd day trying for my daughters and they won't go through.
[AGENT][NEUTRAL] Are you trying to do it online?
[CUSTOMER][NEUTRAL] It went through for myself.
[CUSTOMER][NEUTRAL] Uh, on the computer, yes ma'am.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] And it's keep, it keeps it keep kicking me out saying oops, um.
[CUSTOMER][NEGATIVE] We had a problem with this consists.
[CUSTOMER][NEUTRAL] I mean this is just um.
[CUSTOMER][NEUTRAL] If it, if it keeps happening, just call customer service, but I'm, I'm doing it in the evening and customer service.
[CUSTOMER][NEUTRAL] Y'all be going for this day.
[AGENT][NEUTRAL] OK. Alright. Um, let me see how I can help you today. And um may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] I have my social [PII].
[CUSTOMER][NEUTRAL] [PII] 1.
[CUSTOMER][NEUTRAL] 03
[AGENT][NEUTRAL] OK, and for security, I need to verify the mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII]. mailing address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you're in front of the computer right now where you can go in and try to send it.
[CUSTOMER][NEUTRAL] I, well, I'm not around a computer now. I drive trucks, but every time I get home and I do it on my laptop.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's keep kicking me out. I, I've done mine, mine is complete.
[CUSTOMER][NEUTRAL] I got a text this morning saying it was complete, but my daughter's like, I this is my 2nd.
[CUSTOMER][NEUTRAL] They trying with my daughters.
[CUSTOMER][NEGATIVE] So, yeah, can y'all do them for, for me? Because I can't get it done. They keep kicking me out.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, we cannot, we cannot do it over the phone because we need your signature, um.
[AGENT][NEUTRAL] So whenever you cannot do it online there's the the other option will be send it in by mail or by fax um.
[AGENT][NEUTRAL] And OK, so when you get, what is the point when you get to um send it in this when it's giving you the error message.
[CUSTOMER][NEUTRAL] Well, I mean,
[CUSTOMER][NEUTRAL] No, I, I fill out everything.
[CUSTOMER][NEUTRAL] I fill out everything, right? When I, after I sign my signature and press save and then submit.
[CUSTOMER][NEUTRAL] The little bar, the little, the little fan little moving bars like loading bars will come up across and they'll come up constantly, then all of a sudden they'll see.
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][NEGATIVE] We have a problem.
[CUSTOMER][NEUTRAL] If this
[CUSTOMER][NEUTRAL] Keep having and call customer service.
[AGENT][NEUTRAL] OK. This, uh, this message was the same day, um, you tried the same day or like in a couple of minutes? Or did you go out and came back into the website to do?
[CUSTOMER][NEUTRAL] I've done, I've done all that. I've done because I have two claims I'm trying to sit, um, do for both of my daughters. I done done both of them. I then got out, got back in.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Multiple times, close the, the app, the site off, load it back up, log back in, and they're still doing the same thing.
[AGENT][NEUTRAL] OK, and uh.
[CUSTOMER][NEGATIVE] Like I, I just don't understand why it worked for me and didn't work for them afterwards.
[AGENT][NEUTRAL] OK. And you're trying to do um that wellness under the accident?
[CUSTOMER][NEUTRAL] Just awareness, yeah, the awareness.
[AGENT][NEUTRAL] Yes, but you're trying to.
[CUSTOMER][NEUTRAL] From them going to the doctor. Yeah.
[AGENT][NEUTRAL] OK, but you're trying to put that under the accident policy or is it under the cancer policy?
[AGENT][NEUTRAL] When you choose a policy, which policy did you choose?
[CUSTOMER][NEUTRAL] It didn't, it didn't tell it, it don't tell me to choose the policy.
[CUSTOMER][NEUTRAL] It just gives me, they ask for the, they ask for the date that they went to the doctor, the doctor name, doctor number, then when I pull it up, I pull it up under which one and under is under um fasting um blood glucose.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then they'll tell you, uh, highlight that everything is correct and, and everything is correct and after you highlight that it has the signature. After the signature, you press, once you put your signature, you press the save button and then the um um you know the the confirmation thing to submit come up it be highlighted then when you press submit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It goes through and then.
[CUSTOMER][NEGATIVE] Damn, mine's went through, but theirs keeps saying oops, we found the problem.
[AGENT][NEUTRAL] OK. And the type of test is the same one that you're putting in that you put for yourself, or they're different?
[CUSTOMER][NEUTRAL] No, they're all the same.
[AGENT][NEUTRAL] Wonder.
[AGENT][NEUTRAL] OK. Let me check them.
[AGENT][NEUTRAL] Let me check the policy benefits and stuff, OK? Let me put you on a brief hold. I'm just gonna go through the policy benefits and how maybe something there it's not matching. OK, one moment.
[CUSTOMER][NEUTRAL] All right.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, so I don't see why it didn't go through. So what I did is I went ahead and send a report um to support.
[AGENT][NEUTRAL] They're gonna go ahead and investigate and see why you keep getting that error and we'll call you back.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome, and I do apologize for the inconvenience. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, you, you think when they might get back with me, it might be a few days.
[AGENT][NEUTRAL] Um, I was, if it's not today, it's gonna be tomorrow, but usually it doesn't take that long. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright then that's it. That's all I needed.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] You're welcome. Thank you.