AccountId: 011433970860
ContactId: 4268dd22-c805-4c9f-af59-1b07ce8b5bf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445260 ms
Total Talk Time (AGENT): 126847 ms
Total Talk Time (CUSTOMER): 253336 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/4268dd22-c805-4c9f-af59-1b07ce8b5bf7_20250506T20:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] [PII], I'm so sorry you got me again.
[AGENT][NEUTRAL] What's going on?
[CUSTOMER][NEUTRAL] Um, well, I, I, I, I, I.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh God I don't even know where to start anywhere I've got in my documents I have the sheet that gave the additional dates.
[CUSTOMER][NEUTRAL] And I saved it in my document, you know what I'm talking about, huh?
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK, I figured so he remembers me looking at me. OK, so I did that and then I pulled up the claim form. I filled it out completely. When I got down to trying to sign it, it wouldn't let me sign it.
[CUSTOMER][NEUTRAL] And so I that happened to me another time so I saved the, the claim form that I'd filled out so I wouldn't have to fill it out again.
[CUSTOMER][NEUTRAL] In my documents.
[CUSTOMER][NEUTRAL] And so I went to my documents and tried to fill it out and tried to sign it again and I couldn't sign it. It would only let me put the date in so what do I do now?
[CUSTOMER][NEUTRAL] Because I can't send it to you without signing it.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Things are so hard.
[CUSTOMER][NEUTRAL] Am I the only person who has trouble with that?
[AGENT][NEUTRAL] Well, some people will just print them out, fill them out, and then sign it by hand.
[CUSTOMER][NEUTRAL] But if it let me fill everything else out, why wouldn't it let me fill out the signature?
[CUSTOMER][NEUTRAL] It would let me do the date. I even tabbed it down to it thinking maybe if I tab it it just go tab right to the signature it tabbed to the date.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You've gotta have some sort of like signature.
[AGENT][NEUTRAL] Think like saved in there or something. Let me see.
[AGENT][NEUTRAL] Cause it doesn't let me either. Like it only lets you fill in the date and then your print.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find a way to troubleshoot it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of course if I have to do it again I'm gonna have to refill it out but if I've got it saved under um.
[CUSTOMER][NEUTRAL] My documents.
[CUSTOMER][NEGATIVE] Wouldn't think that should be.
[CUSTOMER][NEGATIVE] A problem.
[AGENT][NEUTRAL] I feel like you have to have
[AGENT][NEUTRAL] Some sort of like.
[CUSTOMER][NEGATIVE] And it was like 4 pages. There was on the page that you filled all the stuff out. There was a place for signature, but if you went down further, it was on the 4th page was another uh print the name of the patient and his birthday, the policy number, and then it was a place for him to sign there as well, but it wouldn't let me sign either.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I don't, so I know you have to have some sort of like Adobe or something on your desktop to be able to.
[AGENT][NEUTRAL] find it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] How do you get a do me?
[AGENT][NEUTRAL] Well, I'm not an IT. I'm not an I, yeah, I was gonna say I'm not an IT person, um, let's see.
[CUSTOMER][NEUTRAL] I bought an Apple computer.
[CUSTOMER][NEGATIVE] Oh well, you see, I'm definitely not. Um, it's all these little tricks of the I mean, you know, oh goodness gracious.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm pulling up one that I have saved. Give me just a second.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I've done, I've signed one in the past and the way I ended up having to do it was save it, the whole thing and then when I opened it back up, I was able to sign it. Well, this time I opened it up and I wasn't able to sign it, but I was on [PII]'s computer. I wasn't on my new computer. I went and bought a.
[CUSTOMER][NEGATIVE] Apple computer, laptop so that I could do this crap.
[AGENT][NEUTRAL] So when is
[CUSTOMER][NEUTRAL] Now I'm calling it correct
[AGENT][NEUTRAL] When it opens, OK, so that's what it is. It has to be saved because when you open it on your saved,
[AGENT][NEUTRAL] It needs to be opening it in like Adobe or something so you can put in your signature. It opens it in that tool to allow you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Adapt the signature. So,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] How do you get Adobe on your computer?
[AGENT][NEUTRAL] You would have to go to your
[CUSTOMER][NEUTRAL] Well, I guess I could Google that on my iPhone.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Very good.
[CUSTOMER][NEUTRAL] Adobe.
[AGENT][NEUTRAL] Yeah, you need Adobe Acrobat. Let's see.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Um uh
[CUSTOMER][NEUTRAL] Um, laptop up.
[CUSTOMER][NEUTRAL] OK, download the application from the Adobe website or the Microsoft store.
[AGENT][NEUTRAL] So you just want, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, it gives me some instructions I can attempt it.
[AGENT][NEUTRAL] Because that that application is what allows you to put the signature in.
[CUSTOMER][NEUTRAL] And then see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, at least I got somewhere you were able to tell me something. So, well, I promise I'm not calling back today. Uh, you may be fixing to go home anyway, but, uh, if I have trouble, I have a friend down the street and I can call her down here. I just have been trying to do this myself, you know.
[AGENT][POSITIVE] Yeah, well, and if it gets to be, you've been at it for so many hours, then sometimes it's best to walk away, come back to it with a fresh set of eyes. Yeah.
[CUSTOMER][POSITIVE] Walk away from it. You're, you're abs you're absolutely right.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Well, listen, thank you [PII]in and I'm gonna attempt to get that downloaded and then uh see if I'm successful. I thought I've got it all ready to go tomorrow. I'll just probably put it down and try to tackle it again tomorrow. Thank you, [PII]. Bye bye, bye bye.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sounds good. You're welcome. Bye.