AccountId: 011433970860
ContactId: 4c3276f7-14c0-4b2d-a4fd-6960031f315e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321209 ms
Total Talk Time (AGENT): 137617 ms
Total Talk Time (CUSTOMER): 168586 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/4c3276f7-14c0-4b2d-a4fd-6960031f315e_20250107T21:42_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling ACL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII]. My father had a cancer policy with your company, and we are trying to, um, I guess, set up a claim or file a claim for him. He's got some recent treatment for, uh, bladder cancer.
[CUSTOMER][NEUTRAL] So we tried to um submit the claim um online or via your app and attach the uh the medical records as documents but we're having difficulty because it it says that it's too big even though even we we even tried to attach you know just kind of the documents one by one so I was just hoping maybe you could give me some advice or um kind of point me in the right direction.
[AGENT][NEUTRAL] Yeah, absolutely. So as far as the online service center goes, it does have a file limit of 20 megabytes, uh, to be uploaded at a time.
[AGENT][NEUTRAL] So I'd recommend maybe going into like an Adobe PDF splitter or something like that and splitting up the PDF into smaller PDFs.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm assuming that we could, I, I think and, and my sister would try to do it today and I think she actually was able to um upload the claim the claim form but I was able to provide any of the attachments.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So would it be better just to mail everything or try to fax everything as one packet?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] I mean you're definitely more than welcome to fax it to us and we will uh we'll.
[AGENT][NEUTRAL] I, I guess it just depends like if you wanna keep trying to get it through on the online service center and try to break it up into smaller PDFs, we're gonna accept it that way but if you send it over fax like we'll accept it over fax too um so it's really however it's best for you. I do recommend if you were going to mail the document that you scan and upload it and save it or you um made copies and you never just mailed off all the copies you had but.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Absolutely, the US Postal Service is not that reliable.
[AGENT][NEUTRAL] No, but, um, but yeah, either way if you wanna fax it or if you wanna keep working on sending it to the online service center, we'll take it however we got it we just cannot take it over email because our email is not secured.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I know. Well, and that's some of the problems that we're having is I, I was gonna try to do it in my system and it it's the secured the FBI is the problem, um, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, if she was able to download, and I'm not 100% sure what she was able to get downloaded into the form, but I know that probably one of them was the kind of the claim form itself that my dad signed, is that enough to open a claim? Are you guys gonna need the whole packet? I, I guess I'm just trying to figure out.
[CUSTOMER][NEUTRAL] From a timing perspective what we need to do.
[AGENT][NEUTRAL] Yeah absolutely so I mean if you just sent in the claim form we're gonna start a claim but we're gonna say more information's required um whether you submit it all at once or you submitted in pieces, uh, we don't have a time limit or anything like that so um we'll just take it as it comes.
[AGENT][NEUTRAL] Until we have everything we need to process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, that sounds great. Um, I'm gonna, we'll, we'll kind of brainstorm as to how the best way to get it to you would be, but, um, it looks like it may be mail or fact would probably be better, I guess. But, um, we're having to that I think that the, the size limit is, is what's causing us problems and maybe we're, maybe we're not uh savvy tech savvy enough to figure it out. I don't know.
[AGENT][NEUTRAL] No worries, yeah, and I don't know like if either of y'all like I've worked with companies that like they just have Adobe PDF already pre-downloaded and it will let you like break up um PDFs into like they'll actually have you convert it to Word documents and then you can split it from there and turn it into smaller PDFs um so I don't know that sounds like a lot if you don't know what you're doing but it is an option.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh I know I do have this question because like I said she was able to download something can we just continue to.
[CUSTOMER][NEUTRAL] Uh, I could download it, upload really, can we just upload the documents end of like piece by piece?
[AGENT][NEUTRAL] Yes, absolutely, if you, if it takes 40 of them to come through, like as long as they're all there, um, but we recognize because there's that file limit sometimes that it's going to be multiple submissions under one claim and that's OK.
[CUSTOMER][NEUTRAL] Right, and I guess if, if, if she, if we're in, if we're logged into um.
[CUSTOMER][NEUTRAL] I'll call it an app, but it's probably not the right terminology if we're logged in in his account then it should.
[CUSTOMER][NEUTRAL] Like match with your records for his account, right?
[AGENT][POSITIVE] Yes, they will know that it's for him and you should actually get a confirmation um number off of each upload.
[CUSTOMER][POSITIVE] OK, I may try to tell her to do that. Um, I appreciate your help very much and um we'll try to figure out a way to get it to you.
[AGENT][POSITIVE] Absolutely my pleasure and if you need any more help just give us a call we're here to take care of you.
[CUSTOMER][POSITIVE] Thank you so much. Bye-bye.
[AGENT][NEUTRAL] Yep bye bye.