AccountId: 011433970860
ContactId: 3c2e34af-7d91-4fa0-9a72-5e86bcfc22e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 602419 ms
Total Talk Time (AGENT): 257920 ms
Total Talk Time (CUSTOMER): 306761 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/3c2e34af-7d91-4fa0-9a72-5e86bcfc22e0_20250219T22:04_UTC.wav
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[CUSTOMER][NEUTRAL] And don't worry about it, OK?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, my name is [PII]. I'm trying to submit a claim and it's and I'm on the APL website in our accounts and everything like that. It is not letting me upload these files, and it said for me, and this has been going on for a couple days. I've been trying on my phone. I've been trying on my laptop and I finally am calling because I can't get the claims form to upload and the other two things I've submitted and.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, yeah, we'll get that pulled up and I'll see what I can do to help um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] I can't get the claim form.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it does say oops there's an error experiencing technical difficulties. Please call customer service option 4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Got you, yeah, we'll take a look at it and see what's going on, um, really quick, [PII], um, can I get your policy number?
[CUSTOMER][NEUTRAL] Um, it is, uh, 214-501-1 is one of the two.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's perfectly fine and I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address we've got on file for y'all. Um, it looks it's a [PII] account it might be uh [PII]'s.
[CUSTOMER][NEUTRAL] Yeah, [PII] or [PII].
[AGENT][NEUTRAL] OK, yeah, thank you for verifying that. OK, so let's take a look here um so I am showing.
[CUSTOMER][NEUTRAL] Sorry if it's loud in the background.
[AGENT][NEUTRAL] You're OK, but that's perfectly fine. Alrighty, um, so I am showing that as of.
[CUSTOMER][NEUTRAL] there
[AGENT][NEUTRAL] Couple days ago, um, [PII], we did receive some claim information looks like a few pieces of claim information through the online portal so you were trying to upload additional information today and it's just telling you that there's been an error correct?
[CUSTOMER][NEGATIVE] Don't make me come over there.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's correct. It's, it's gonna be two separate dates of two separate like incidences. I'm just doing them both at the same time unfortunately.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh yeah that's no that's perfectly fine you can upload them however you'd like that's perfectly fine um and I'm sorry if some of this is going to be sound a bit um redundant, but I do have to kind of go through some basic stuff just to make sure it's nothing you know small um so just so that you are aware.
[CUSTOMER][NEUTRAL] No, yeah.
[AGENT][NEUTRAL] I know you did say you tried doing on your phone um it will absolutely not work on a mobile device it does have to be on a desktop or a laptop computer um we're working on compatibility with mobile devices right now but absolutely will not work on a mobile device um on your computer that you're using the desktop or laptop, what browser are you using?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's Safari.
[AGENT][NEUTRAL] OK, are you able to try to use Chrome Google Chrome?
[CUSTOMER][NEUTRAL] Yes, I can hold on just one second.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] I will also say I'm not sure how much information that you have uh to upload but there is a size limit so if it's quite a bit it may have to be broken up um with uploading a little bit at a time.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Yeah, I didn't.
[CUSTOMER][NEUTRAL] Yes, I've, yes, um, let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, secured. [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Uh, I didn't call you by.
[CUSTOMER][NEUTRAL] Um, and just one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, we have family over as well so it's just a little bit more chaotic after school.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][POSITIVE] No, that is, that's all right. I understand.
[CUSTOMER][NEUTRAL] And this one does not have my password saved, so it's gonna be a second I need to log on to like our pass.
[AGENT][POSITIVE] You are perfectly fine.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] You come and done.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, let me try to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just one.
[CUSTOMER][NEUTRAL] in my
[CUSTOMER][NEUTRAL] Hey, do you know what the APL password is? Because I can't find it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Oh, you know what? I think I did it wrong, of course, um.
[CUSTOMER][NEUTRAL] I don't know if the 90s there or not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, you made it? OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] He's not
[CUSTOMER][NEUTRAL] Got it. Let me just try to.
[CUSTOMER][NEUTRAL] Upload it
[CUSTOMER][NEUTRAL] I will, I will do that in just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, OK, so.
[CUSTOMER][NEUTRAL] Me uncle but yeah.
[CUSTOMER][NEUTRAL] Oh wow, it's not letting me out I guess it's not like a um.
[CUSTOMER][NEUTRAL] It's not a PDF.
[CUSTOMER][NEGATIVE] I just like took pictures of it because I can't like like sign it on.
[CUSTOMER][NEUTRAL] My computer, you know, like a signature at the bottom of the cream form?
[AGENT][NEUTRAL] You mean the
[AGENT][NEUTRAL] Oh, the form itself, um, you're not able to sign it through the um browser?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I wasn't able to do it, no, but I was using Safari at that time. I don't know if it's different with this one.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It we do, uh, uh, from my experience and from what everything else that I've heard is that the um Google Chrome has the best support for overall for our website and I have been able to fill out forms uh like that through Google Chrome um so it's definitely worth a shot.
[CUSTOMER][NEUTRAL] Where are your choices.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] We're borrowing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a new computer so I don't know how to sign like or use like a drawing thing like I have a.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] That's OK. um, well, you should be able to, frankly you should just be able to type honestly you could be able to just do that that's fine. um, if you go into where you select.
[CUSTOMER][NEUTRAL] So that's why I, I've been printing them off.
[CUSTOMER][NEGATIVE] It won't even let me type.
[AGENT][NEUTRAL] Um, so you're looking at the image right now. What I have to do sometimes is go to like the print screen, so hit like you're going to print and then it'll let you type. Try that.
[CUSTOMER][NEUTRAL] OK, hold on just one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Yeah, it's not letting me type like actually in that field where it's asking for a signature.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Every other field like policy number print patient's name like it all lets me type it in it's literally just the signature line that doesn't allow me to type or I haven't figured out how to like draw or anything.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, OK, yeah, that's, that is odd, um, I'm not sure, uh, it could be the computer. I honestly not 100%, um, do you have a printer or access to a printer?
[CUSTOMER][NEUTRAL] So I'm not quite sure.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEGATIVE] Yeah, I, I had my husband print a couple of copies, so that's why I literally just hand wrote out the claim forms, but I took pictures of them and now it won't through Google Chrome it won't let me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yeah.
[CUSTOMER][NEGATIVE] Upload those and Safari would let me upload now they're like not highlighted or they're like grayed out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so once you've the the photo.
[CUSTOMER][NEUTRAL] So I don't know how to change them into a PDF.
[AGENT][NEUTRAL] OK, you, to my knowledge you shouldn't have to, um, and I know it's a bit difficult getting it from, you know, if you took the picture on your phone, uh, getting it to your computer, um, I don't know if you know how to use like the Bluetooth to be able to do that, um, or if you have like Google Drive or to be able to email the photo and then um you can access it through the computer, it just has to be uploaded through the desktop.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I can try again. I can fiddle with this now that I'm in here. I can definitely figure it out. I just, yeah, I'll try.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I know it's a bit round about trust me we the the company is working on getting more mobile support because obviously you know it's so much easier to be able to upload the photo straight from your phone um but it shouldn't matter the format so it it should be fine to do it as a photo, but if you have trouble definitely give us a call back we'll do what we can, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much have a good day.
[AGENT][POSITIVE] Alright, you're very welcome, [PII]. You too. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.