AccountId: 011433970860
ContactId: 4e52039a-ec09-4a86-947e-7da114f26674
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1238369 ms
Total Talk Time (AGENT): 446837 ms
Total Talk Time (CUSTOMER): 465479 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/4e52039a-ec09-4a86-947e-7da114f26674_20250228T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII], um, and my policy, you need my reference number, my policy, yeah, the fine. My policy number is 0063.
[CUSTOMER][NEUTRAL] 657 4
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] 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] Yes, uh, [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Alright, thank you so much for verifying that information. What can we help you with today?
[CUSTOMER][NEGATIVE] So I am trying to uh respond to the EOB and upload the information that you guys wanted and it just will not let me upload a file.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Period. The end it goes to submitted and just spend and I don't have a claim number listed on my dashboard that I can respond to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, was this claim for you, [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I think I've got it. Looks like we received it [PII]. Does that sound right to you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I think I've got it and I can give you that claim number um first I wanna make sure and I'm sorry if this is um redundant but basic kind of stuff we could get out of the way that might be an easy solution are you using a desktop or a laptop computer or are you doing this from a mobile device?
[CUSTOMER][NEUTRAL] A laptop
[AGENT][NEUTRAL] Your laptop? OK, perfect. The reason I ask is that our website, um, it really doesn't have much support for mobile devices. um, what browser are you using?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'm on Chrome I think.
[AGENT][NEUTRAL] Google Chrome? OK, OK, yeah, if it's Chrome, um, that's we've got website's got the best support for that. OK, so we can rule all that out, um, so it's not that it's giving you an error message it just continues to spin.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It, yeah, it's.
[AGENT][NEGATIVE] Like it's just continuously loading.
[CUSTOMER][NEUTRAL] Right, um, so I've got I've actually got, I think it's 11 claims to submit because you want them by date.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have 11 different uh chemo infusions and so I've got them already in PDF files to go with the ELB and the hospital billing but I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I can't get him to upload.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, are you uploading them all at once?
[CUSTOMER][NEUTRAL] No, I'm trying to upload them one at a time.
[AGENT][NEUTRAL] OK perfect well again sorry that we're just trying to rule out these things because sometimes it might be too big for it or something, you know, these are just, you know what you're doing sounds like.
[CUSTOMER][NEUTRAL] I, I know, yeah, I thought.
[CUSTOMER][NEUTRAL] Yeah, I saw.
[CUSTOMER][NEUTRAL] Well, I saw that, you know, it will only take 20 megabytes. So, um, the largest I think is 10 megabytes, so I was uploading them individually.
[AGENT][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] Mhm. OK, so it's not letting you upload any of them.
[CUSTOMER][NEUTRAL] Which is
[CUSTOMER][NEUTRAL] All day to create those PDFs.
[AGENT][NEUTRAL] Oh my goodness, I can imagine. Um, let's see.
[CUSTOMER][NEUTRAL] Because you know the hospital sends you everything on 1215 sheets of paper.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, well, and again I'm sorry if this is repeated information, but did you try restarting your computer and the browser?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] You did OK um and of course you made sure that you do have a solid Internet connection.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK, and I unfortunately I don't have a landline so I don't have a fax.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I can't fax them I.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I could email them or I can load them.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Sure, so and then of course the only other option is going to be our um mail yes exactly so let me give me just a moment and let me see if we have any sort of issues going on with the website today um I've not heard any issues but if you've sounds like you've done all of the basic troubleshooting already um do you know how to clear cache from a browser?
[CUSTOMER][NEUTRAL] He's male.
[CUSTOMER][NEUTRAL] No, let's try that.
[AGENT][NEUTRAL] OK, that would be the only other thing I recommend, uh, clearing the cache, completely logging out, uh, closing the browser and then opening back up, logging back in with that fresh uh data.
[CUSTOMER][NEUTRAL] OK, let me just log out and try to log back in then I've done that twice, but we'll do it again.
[CUSTOMER][POSITIVE] It's not a problem.
[CUSTOMER][NEUTRAL] Yeah, because my darn printer, about every scan would say scanning is not available, so I'd have.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, man, of course.
[CUSTOMER][MIXED] It's been, it's been fun and then I get on your side and can't upload and I'm going, oh come on.
[AGENT][NEUTRAL] Not wanting to work it's just one of those days I yeah I know.
[CUSTOMER][NEUTRAL] You have one too um yeah.
[AGENT][NEUTRAL] Well, that it's not as frustrating as yours. I'll say that, but it just seems to be one of those days where just little things, just not wanting to work.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'm logging back in now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That clear my cash. I don't have to.
[CUSTOMER][NEUTRAL] When I uploaded my original.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, information which I didn't upload enough information for you, um, because of the 20 megabytes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It didn't it want to go either that time and when I've called before.
[CUSTOMER][NEGATIVE] Um, when I've called before, they don't understand why there's not a claim.
[CUSTOMER][NEUTRAL] Number out there you know it should be on the far right.
[AGENT][NEUTRAL] I do believe I have a claim number, but you're not seeing one on your end?
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you are on it's the [PII], right?
[CUSTOMER][NEUTRAL] Let me, well, I'm out now, but let me, let me
[AGENT][NEUTRAL] Oh, sure.
[CUSTOMER][NEUTRAL] What I'm on because I just go to alright I'm on Google.
[CUSTOMER][NEUTRAL] And I'm going to American Public Life.
[AGENT][NEUTRAL] So the web address is [PII].
[CUSTOMER][NEUTRAL] All right, uh.
[CUSTOMER][NEGATIVE] I'm just on American Public Li not secured so it should be.
[AGENT][NEUTRAL] That might be the problem. Yes, ma'am.
[AGENT][NEUTRAL] So it's the word secured with an [PII].
[CUSTOMER][POSITIVE] That's funny.
[CUSTOMER][NEUTRAL] Uh-huh, I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] And now I've got that logged in. Maybe that's my problem. Would that be nice? and I could just upload this and not worry about it.
[CUSTOMER][POSITIVE] Well it's been so nice.
[CUSTOMER][NEUTRAL] OK, let's see if there is first of all.
[CUSTOMER][NEUTRAL] There's no claim number out there.
[AGENT][NEUTRAL] Were you able to log in to that website?
[CUSTOMER][NEUTRAL] Uh yeah, I'm on there.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And I see that I had a claim processed on [PII].
[AGENT][NEUTRAL] No, I'm seeing this new uh policy.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] It was, it
[CUSTOMER][NEUTRAL] The date received was [PII].
[AGENT][NEUTRAL] Yes, that's the one that I'm looking at.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Right, but there's no claim number out there in the next column.
[AGENT][NEUTRAL] OK, I have that claim number if you want it, but it is kind of odd that you're not seeing it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Was that the same website that you were on before when you were trying to upload that information?
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][NEUTRAL] OK, why don't you go ahead and give it a shot there. Do you see where you're able to upload information? I think it's closer to the bottom.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I know where to I know where to do that.
[CUSTOMER][NEUTRAL] Uh, where is it, where is it? Come on down.
[CUSTOMER][NEUTRAL] Upload files.
[CUSTOMER][NEUTRAL] Select climate is me.
[CUSTOMER][NEUTRAL] Uh, 636 that's the policy that's the one I selected next.
[CUSTOMER][NEUTRAL] Payment info select files.
[CUSTOMER][NEGATIVE] If this works I'm really gonna be mad. All I needed was you on the phone.
[AGENT][POSITIVE] Don't be mad, no, no, we're gonna be happy at work.
[CUSTOMER][NEUTRAL] We will be.
[AGENT][NEUTRAL] Sometimes
[CUSTOMER][NEUTRAL] Alright, there's the pathology and.
[CUSTOMER][NEUTRAL] Open and submit.
[CUSTOMER][NEUTRAL] And it's just got that little circle with a line through it.
[AGENT][NEUTRAL] Is it like it's moving like it's uh loading?
[CUSTOMER][NEUTRAL] No, it does say submitting in the background.
[AGENT][NEUTRAL] OK, um, but that is that what it was doing before?
[CUSTOMER][NEUTRAL] It'll
[CUSTOMER][NEUTRAL] Yeah, it'll sit there forever.
[AGENT][POSITIVE] That's exactly what it was doing before.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] Huh, OK, yeah, give me just a moment, [PII] um I'm gonna put you on a brief hold. I'm gonna see if we're just having any issues with our website and now um really quick before I do that because I know you said you had issues before when you were uploading it initially that initial claim um was this what it was doing before?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, but it eventually went.
[AGENT][NEUTRAL] It was.
[CUSTOMER][POSITIVE] I mean, I, I did all the things that just done which I had done before I called you too since and and it it went finally, you know, and it didn't take long, it just went.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, OK, I just wanted to make sure um the only other thing I could think is updating your browser and then clearing the history, but.
[AGENT][NEUTRAL] Why don't you do that? Let me put you on a hold while I see if there's an issue and then you can go ahead and do that while I've got you on the hold. Um, if you don't know how to update, you can simply go to, um, it's [PII] and you can update it there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, I'm gonna just get out of this because it's not gonna go. I can tell you I've sat there long time waiting. Update [PII]. I will do that.
[AGENT][NEUTRAL] Yes ma'am. OK, and then I'm gonna put you on a hold and see if we've got any known issues with OSC. I'll get right back with you, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All righty, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] All right, [PII], are you still with me? I'm sorry about that wait.
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[AGENT][NEUTRAL] OK, OK, um, were you able to um update the browser?
[CUSTOMER][NEUTRAL] I think so.
[AGENT][NEUTRAL] OK, cool, so there are no known issues of course it can't be that easy, right? Um, so the only other thing I could think is of course trying it with the updated your browser or excuse me, your um history on your browser uh completely cleared. If that doesn't work, uh, the only other thing I could recommend is maybe trying tomorrow or if you're able to try on a different computer or with a different internet uh network.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, yeah, I can't, I don't, I don't have another one.
[CUSTOMER][POSITIVE] Um, and it's secured because I've deleted all my history secure.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] secured. [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm just gonna try again.
[CUSTOMER][NEGATIVE] Alright, and so the only other thing I could do then is mail this which I hate to.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] APL secured.
[CUSTOMER][NEUTRAL] OK yeah fine.
[CUSTOMER][NEUTRAL] Um, I'm trying to be sure I can log in.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yeah, it, it sure lets me log in doesn't have any problem with that.
[CUSTOMER][NEGATIVE] Let's see if there's a claim that no, still not there, but it's not gonna work.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I would if I mail them I would mail them to this [PII] address.
[AGENT][NEUTRAL] Yeah, the [PII] City. Is that what you've got it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] So, let me ask you something. What I asked for was
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] pathology report.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] ELBs and then the actual hospital billing for the infusions.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] So I'm sending all those, but what part of that do they pay anything? I mean, I don't wanna send it and have it just all denied again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, if you'd like [PII] um I can get you over with our claims specialist and they can go in depth as to what is exactly needed um just to make sure yeah so you're not going to all of this effort, um, just to have to need more information. Did you want me to get you with them?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I would love that
[AGENT][NEUTRAL] Of course, OK, give me just a moment I'm gonna put you on a brief hold while I get them on the line for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. With whom am I speaking? How may I help you?
[AGENT][NEUTRAL] Hi again [PII], this is [PII] on the care team. How's it going?
[CUSTOMER][POSITIVE] I'm good and you?
[AGENT][POSITIVE] Doing all right thank you um I've got a member on the line that uh she had submitted a cancer claim and we needed quite a bit of uh additional information she believes she has it all um OSC isn't working for her so she's gonna mail it but she wants to make sure that she does in fact have everything that she needs and wanted to talk to y'all.
[CUSTOMER][NEUTRAL] OK, well, well, we don't review claims over the phone. I can just give her a list which is what's on that, yeah, which is the instructions on the page, yeah. What's, what's her, uh, what's her name and her policy number?
[AGENT][NEUTRAL] Um, no, the, the denial, um, that for this particular claim.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, her name is [PII]. Uh, policy number is 636-574.
[CUSTOMER][NEUTRAL] OK, and what's her callback number?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK, all right. I'll just go, I mean, is this gonna be the same information that was on there and is this regarding of uh in particular claim that she's she's calling about?
[AGENT][NEUTRAL] Pretty much, um.
[AGENT][NEUTRAL] Yeah, it's, yes it is for her um and it's just the last claim that we've received it's uh 355-7625.
[CUSTOMER][NEUTRAL] OK, go ahead and send her over. Mhm.
[AGENT][NEUTRAL] Also, really quick, um, I don't know if you'll know the answer to this because I was trying to help her of course upload that information just to OSC um she said it wasn't working but but she wasn't able to see the claim number on OSC and.
[CUSTOMER][NEUTRAL] We will you will never see a claim number. A claim number is not assigned until we process the claim.
[AGENT][NEUTRAL] That's what I thought.
[AGENT][POSITIVE] Well, we do have this particular claim number but that's what I was thinking but that she thinks that's why it wasn't working so OK that makes, I wanted to make sure that all right I appreciate your help.
[CUSTOMER][NEUTRAL] And we don't attach.
[CUSTOMER][NEUTRAL] Mm, no, yeah, yeah, we, we don't, yeah, OK, alright, go ahead and send her over.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.