AccountId: 011433970860
ContactId: 472b70b8-9156-4f5a-8141-22c20890bde9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 594030 ms
Total Talk Time (AGENT): 326041 ms
Total Talk Time (CUSTOMER): 273565 ms
Interruptions: 21
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/472b70b8-9156-4f5a-8141-22c20890bde9_20250425T13:17_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] Yeah, hi, I'm trying to file a wellness claim and I keep getting an error message. I'm doing it online.
[AGENT][NEUTRAL] OK, so you're trying.
[AGENT][NEUTRAL] OK, so you're filing, uh, trying to file a wellness claim online but you're getting an error message, is that correct?
[CUSTOMER][NEUTRAL] PA.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, yes ma'am, I can try and help you with this. I'll be more than happy to, um, so first off, who am I speaking with?
[CUSTOMER][NEUTRAL] It's [PII] guest.
[AGENT][NEUTRAL] OK, [PII] I can guess what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] in
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then also your policy number, please?
[CUSTOMER][NEUTRAL] Uh, go with, I guess the group accident or the I have 3 so.
[AGENT][NEUTRAL] I need the policy number, the one that you're trying to file your claim on.
[CUSTOMER][NEUTRAL] It was the
[CUSTOMER][NEUTRAL] OK, I'm just gonna pick 1, uh, 219-1854.
[AGENT][NEUTRAL] Just
[AGENT][POSITIVE] OK, thank you so give me a moment please to get your information pulled up.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] At [PII]
[CUSTOMER][NEUTRAL] Are you homeowner
[AGENT][NEUTRAL] OK, so Mr. I can guess, first off I'll need to verify several things with you first for security and then also any information that's provided would be a verification of benefits and not a guarantee of payment. So if you could firstly verify your date of birth.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] the need to decorate their bathroom. It's good thank you.
[CUSTOMER][NEUTRAL] Nautical
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. And lastly, your email address, please?
[CUSTOMER][NEUTRAL] It's Miss [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your information. All right, so have you ever uploaded a wellness claim before file for a wellness claim?
[CUSTOMER][NEUTRAL] From anywhere.
[CUSTOMER][NEUTRAL] Logged into the account again because I keep forgetting about the wellness claims and.
[CUSTOMER][NEUTRAL] Someone, one of my coworkers did it the other day and I'm like, oh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, OK. Is, is that what you're trying to submit though?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] As a wellness claim, OK.
[AGENT][NEUTRAL] So are
[CUSTOMER][NEUTRAL] Yeah, because there's a button here it says file a wellness claim and I just clicked on that.
[AGENT][NEUTRAL] Yes, ma'am. OK. Now, are you doing this from a computer?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I just need to make sure of that and then which browser are you using?
[CUSTOMER][NEUTRAL] to be
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] Is it Google, is it Google Chrome?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Um, I'm gonna say Google.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or no, yeah.
[CUSTOMER][NEUTRAL] Well it
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I, I'm asking you these questions because in order for me to um would I just need to go through some things with you to see if there is if there's any troubleshooting that I can do. If not, I will have to put a ticket in to our IT department to look at it.
[CUSTOMER][NEUTRAL] go
[CUSTOMER][NEUTRAL] show
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I don't know
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] So how far is it letting you get?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In submission.
[CUSTOMER][NEUTRAL] Well let me sign everything. Do I need um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I went through the whole process twice.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Whenever it sits there.
[CUSTOMER][NEUTRAL] Sit there for a minute saying um I'm not even remember sure what it's.
[AGENT][NEUTRAL] The netting
[CUSTOMER][NEGATIVE] And um then it just says error. I didn't unders I didn't know if I needed to upload a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Some information or?
[AGENT][NEUTRAL] OK, so are you, it allowed you to complete the form and sign it?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so when you click submit, is that when it's giving you the message?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I'm just going through.
[AGENT][NEUTRAL] OK. Are you trying it again right now?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Trying to enter all the information again.
[CUSTOMER][NEUTRAL] Uh, basic.
[CUSTOMER][NEUTRAL] Routine physical.
[CUSTOMER][NEUTRAL] Continue.
[AGENT][NEUTRAL] And is this today the first time that you tried to upload it and getting that message?
[CUSTOMER][NEUTRAL] Yeah I just did it today.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Um, file claim, yeah, because I'm.
[CUSTOMER][NEUTRAL] Oh hold on.
[AGENT][NEUTRAL] Mhm. Sure, cause I'm looking at some additional information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I see there's a and I have to yeah it just says oops there was a has been an error.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It was sitting.
[CUSTOMER][NEUTRAL] And I don't know if I need to upload something first then.
[AGENT][NEUTRAL] Well, no, because when you, for the, the wellness claim, there's nothing that you actually need to submit as far as documentation. So you did, you, it sounds like you're doing everything properly. You can clicked on the wellness claim. You can fill in all of the information, the provider's information and all of that, correct? I mean, it's allowing you to do all of that.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm like literally.
[CUSTOMER][NEGATIVE] Doing everything and then I'm hitting submit and and then it's just popping up with an error.
[AGENT][NEUTRAL] And so it's
[AGENT][NEUTRAL] That's when you're getting, OK. All right. So just one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And it's just saying oops, there seems to be an error, please contact us, something to that effect.
[CUSTOMER][NEUTRAL] Yeah, basically, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so let's see.
[AGENT][NEUTRAL] Alright, give me just a moment. I'm gonna go ahead and submit this ticket because I also received the same type of call yesterday afternoon. Um, and the reason I had to ask you is because if you had ever submitted one before is because the lady that I spoke to yesterday, she had submitted and never had an issue. So I do know that they are working on some functionality in the online service center, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that may be something to do with it, but I'm still going to issue a ticket for it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, like I said, I keep forgetting that I have this option and.
[AGENT][POSITIVE] It makes it a lot easier. Now, if there is a way, you know, that if you have the ability to fax it, if you would like to go ahead and submit it, I could give you the secured fax line where you could, if you can print the form, you know, and complete it, you could fax it in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ma, while they're, you know, taking a look at this. Um, but that's entirely up to you. I just wanted to let you know that you could also do that.
[CUSTOMER][NEUTRAL] Uh, I'll just wait. I mean, it's not like it's a big deal. I mean it's just.
[CUSTOMER][NEUTRAL] If I can get the money, I mean it'd be great so but.
[AGENT][NEUTRAL] OK, sure. So you are, um, now let's see, are you on Eastern time?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, all right. So it is about [PII] Eastern time. OK.
[CUSTOMER][NEUTRAL] This morning
[CUSTOMER][NEUTRAL] Running for presidency side.
[AGENT][NEUTRAL] Alright, so I'm gonna send this ticket and then um hopefully we can get this resolved fairly quickly. uh, they'll have to just look into it and see exactly what is going on so you know it may take a few days. Um, if I receive the notification back, [PII], once it's been completed, then you know I could give you a call. The phone number though that we would, you would receive a call from is not gonna be the same [PII] number that you call in on, and I know we get so much spam.
[CUSTOMER][NEUTRAL] He also announced the opening of the Jersey Shores.
[CUSTOMER][NEUTRAL] You're getting a sense of the insanity of that.
[CUSTOMER][POSITIVE] Ready for all you can win a special VIP.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And junk mail that um do you have a voicemail that we could leave a message if we're able to to call you back? OK, so um I'm submitting this for you now and again I do apologize for the inconvenience of not being able to upload it but you are on a laptop, you're using Google.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] a tractor trailer that's Quaker Nope, I think that's it for right now.
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] OK. All right. Well, is there anything else then at the moment I could help you with?
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Yes you too bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.