AccountId: 011433970860
ContactId: 3d20ee49-ee16-450e-a336-a3fdcb3e7fcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 824299 ms
Total Talk Time (AGENT): 363635 ms
Total Talk Time (CUSTOMER): 265585 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/3d20ee49-ee16-450e-a336-a3fdcb3e7fcc_20250513T12:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Who
[CUSTOMER][NEGATIVE] Good morning. I've been trying to submit a claim since like yesterday afternoon around about [PII], and I can't get it to upload. It keeps saying submitting, but it will never go through.
[AGENT][NEUTRAL] OK, so you were trying to upload a claim into the online service center but it's not submitting, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, yes ma'am. Well, I can try and help you with this. uh, first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Miss [PII], what's a good call back number for you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Thank you and your policy number please, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, I think it's 25251. I don't know. I don't know what it is. I'm giving my social security number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you one moment while I locate your information please.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And which policy Miss [PII], are you trying to submit your claim on?
[CUSTOMER][NEUTRAL] The Medlink.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I will need to verify several things with you first for security, and any information that I do provide today would be verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth for me.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So are you trying to upload your information, the sellers from a computer or from your phone?
[CUSTOMER][NEGATIVE] I did it both. I did it at work. I did Google at this age, and it still didn't submit. It still was spinning.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so then there's a possibility the sellers that.
[AGENT][NEUTRAL] They could have been doing some type of work on it. Now you, the reason I was asking what type of device you were trying to upload from is you cannot upload from your cell phone, so that was why I asked that. So are you where you can try and upload now with you and with us on the phone together?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] I can go back to the computer. I just did it a few minutes ago. That's why I called. I can go back to the computer real quick.
[AGENT][NEUTRAL] And you may need to clear your cash.
[AGENT][NEUTRAL] To try that. Have you uploaded before?
[CUSTOMER][NEUTRAL] Yep, I upload all the time. I, I actually uploaded something before.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like early before, um, before it started not submitting my other one, for the document to add to my disability claim. Also, my question is, I submitted a disability claim. I spoke to someone yesterday back you know, whatever her name was, and so I added something she needed the paperwork so I added it to the um.
[CUSTOMER][NEUTRAL] So the, I added that too, the thing she asked me for. But I looked at the one for the actual disability claim and it's saying that oh it wasn't, it hasn't started, but today it started. So, do I have to upload that again? Cause I submitted it twice.
[CUSTOMER][NEGATIVE] Every time I call I get a different explanation. The first time I submitted it, I did it I did it like the, the end of April, and someone said no, submit it again, um, maybe like the first week in May. So that's what I did. And now it's saying like it's processed, like it's like it's completed. And then someone said, then they said, oh you, you haven't started it yet, until it's the [PII], so do it again. So we got to do it the 3rd time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no, but I'm looking at your medlink policy at the moment. I'll have to pull up your disability policy to look to see what's going on with that one.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You should not have to upload your information again. I'm not sure about that, but again, until I can see that policy information, I can, I can't answer that question.
[AGENT][NEUTRAL] So just let me know when you get logged in.
[CUSTOMER][NEUTRAL] I'm logging.
[AGENT][NEUTRAL] OK, so you have your, uh, first off, has anyone ever emailed you the user guide for the portal that tells you like the types of files, the size of files that with that information on it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I got that already.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Alright, so,
[AGENT][NEUTRAL] You're going to, first off, give me just one second.
[AGENT][NEUTRAL] OK, so as far as filing a claim.
[AGENT][NEUTRAL] You do you see and you're using Google Chrome, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you would once you're logged in where it says upload files.
[CUSTOMER][NEUTRAL] Yeah, I know how to do it if that if that it's not working.
[AGENT][NEUTRAL] OK, I'm just trying to walk through the steps with you to see if I can figure out what the issue is.
[AGENT][NEUTRAL] And if it still will not upload then I will have to submit a ticket to have our IT department look into it as to why you're not able to at the moment.
[CUSTOMER][NEUTRAL] OK, still see submitting.
[AGENT][NEUTRAL] And you selected the med link, correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once it says submitting and continues to say submitting, what kind of message do you get? Because at some point it will time out or it should.
[CUSTOMER][NEGATIVE] It doesn't do anything. It, it just keeps saying it's submitting.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I'll have to do then is to submit a ticket to have them look into this for you, Ms. [PII].
[AGENT][NEUTRAL] If it's just continually spinning and not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Giving you any type of message that's what I'll have to do for this policy.
[CUSTOMER][NEGATIVE] Yeah, it's not doing anything it's still a thing for me.
[AGENT][NEUTRAL] And this is from your personal computer that you're trying to submit?
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][POSITIVE] Yeah, I did it at work as well.
[AGENT][NEUTRAL] OK, OK, alright, and I will let them know that as well.
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] So let me get your disability policy information pulled up.
[CUSTOMER][NEUTRAL] The number is 252-1767.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] OK, so according.
[CUSTOMER][NEUTRAL] I was able to submit that document yesterday.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Oh no. What were you saying about submitting a document that was earlier in the day?
[CUSTOMER][NEUTRAL] I was able to, yeah, I was able to submit that one maybe an hour before I tried to submit my other one for the meddling and that one went through.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I, I, I was confused, but anyway.
[AGENT][NEUTRAL] Yes, ma'am, because I can see where that was received yesterday. OK. So this one states the one that was reviewed that you said you could see have been processed. This says that medical records.
[AGENT][NEUTRAL] It's requested, we've met requested medical records. Let me read some notes. Give me just one moment.
[AGENT][POSITIVE] And you talked to [PII], yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, this thing is still saying that. It, it never went away from the screen. It still left there but anyway.
[AGENT][NEUTRAL] OK, so it's just stuck on the submitting screen?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so [PII] said that she was sending you the medical record form to complete, I mean, the release form. Did you receive that?
[CUSTOMER][NEUTRAL] Yeah, I got
[CUSTOMER][NEUTRAL] Yeah, and I got it, yeah, and I got it and I uploaded it yesterday in here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so as far as that goes, Ms. [PII], I will need to connect you over to someone else to see because I'm seeing that medical records has been requested.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and so.
[CUSTOMER][NEUTRAL] I wonder if I have to submit the um the whole claim over again. That's all I wanted to know.
[AGENT][NEUTRAL] Yes, ma'am. I don't
[AGENT][NEUTRAL] I don't understand that so they you were someone told you that you would have to submit the entire claim again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, so what happened was I submitted it early because I got, because I renewed my surgery date, which is today in a couple of hours. So I submitted it once I have everything filled out by my employer and my physician and everything, so I submitted it, you know, thinking that so it can be in there and ready when it's when it happens. So I submitted it one time. It came back saying, oh, the service date is in the future.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right. Sure.
[CUSTOMER][NEUTRAL] OK. So I called and someone said, well, no, yeah, it's in the future, but I understand what you're trying to do, blah blah blah blah. So they said, well, I submit it again like the first week of May. So that's what I did. I did that, I think I did it the [PII]. I submitted it again. And then that was sitting for a while, and then just yesterday, then I got the letter from [PII] and I called yesterday and so she sent me the thing in the form again, so I, so I submitted it yesterday, but I'm looking at the um the thing says process here, and I'm looking at the little claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You know, claim thing and it says, when I read the EOB it says that it's for the future. I'm still at work and it said
[CUSTOMER][NEUTRAL] Submit the claim again, submit a new claim with the new dates or whatever, whatever. Like I have to submit it again.
[AGENT][NEUTRAL] And what's the claim number that you're looking at Miss [PII]?
[CUSTOMER][NEUTRAL] OK, I'm seeing.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The claim number is 359.
[CUSTOMER][NEUTRAL] 4615. That's the recent one.
[AGENT][NEUTRAL] That was the initial one. That was the very first one that was received on [PII].
[CUSTOMER][NEUTRAL] Yeah, no, that's actually the 2nd 1 I did it earlier, but anyway, yeah.
[AGENT][NEUTRAL] It's the first one that we received on [PII] and we received some additional information.
[AGENT][NEUTRAL] After that,
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] And that was the provider authorization claim form that we it stated we were in need of.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, that we received that on [PII].
[AGENT][NEUTRAL] And then on [PII], that is the remark about the medical records from Doctor [PII].
[CUSTOMER][NEUTRAL] Yeah, I sent it.
[AGENT][NEUTRAL] You sent the release or you sent the medical records?
[AGENT][NEUTRAL] You sent the release. Correct. OK. So that's what I'm seeing is it was a release. So then, medical records have been requested from Doctor [PII].
[CUSTOMER][NEUTRAL] She sent me, I had to do the release.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, as far as having to resubmit all of your information, I'm not sure about that, Ms. [PII]. If you were told you had to resubmit everything, but I will be happy to connect you over to.
[CUSTOMER][NEGATIVE] No, she didn't say, no, she just say that, no, she didn't say everything. She just say just to um upload the same one again. She didn't say submit everything.
[CUSTOMER][NEGATIVE] But anyway, that's all right. I ain't gonna talk to nobody.
[CUSTOMER][NEUTRAL] I'll wait till um
[CUSTOMER][NEUTRAL] The medical records are received at least then I'll go from there.
[AGENT][NEUTRAL] OK. Well, again, um, I will report the issue that you're having with uploading your information.
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] In the portal and let them know that you were able to upload earlier in the day yesterday, but since then you have just been getting the ability to submit but that's all it does and it does not.
[AGENT][NEUTRAL] You know, ever give you an error message and have them look into that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else, Ms. [PII], that I could help you with at the moment?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well thank you for calling APL and I do hope you have a nice day.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Yes, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] No