AccountId: 011433970860
ContactId: 4f54e703-f996-4cc6-b8a6-a7626852c9d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315600 ms
Total Talk Time (AGENT): 131978 ms
Total Talk Time (CUSTOMER): 125343 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/4f54e703-f996-4cc6-b8a6-a7626852c9d3_20250416T15:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to submit a claim online and I keep getting the oops, there's been an error, uh, message.
[AGENT][NEUTRAL] OK. Well, I'll be more than happy to assist you um with your online service and sign up. That just means, uh, I need to figure out what's not matching and corrected. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Thank you for that, and Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Uh yes, one second here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, get up here.
[CUSTOMER][NEUTRAL] OK, uh, policy number is.
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 06096
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yeah, my birthday is [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So it looks like you already have an online service in your account. So instead of clicking log in, I'm sorry, sign up, click log in.
[AGENT][NEUTRAL] And I'll give you your username OK.
[CUSTOMER][NEUTRAL] OK, one second, uh.
[CUSTOMER][NEUTRAL] Yeah, I mean I'm logged in, uh, so do I need to log out and do something differently?
[AGENT][NEUTRAL] Well, wait, wait, so when are you getting the error? When you're trying to send it?
[CUSTOMER][NEUTRAL] Yes, when I try to upload the files so I go into file a claim. I select claimant, I select the coverage type, uh, I hit next and then I tried to upload, um, the files, the, the dental, um.
[CUSTOMER][NEUTRAL] Services rendered and.
[CUSTOMER][NEGATIVE] Do that and then I hit submit and I immediately get a an error message.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it says, uh, it just says looks like we're experiencing technical difficulties, and it's been like this for a few days, like every, you know, I've tried it several times over the last few days, so.
[AGENT][NEUTRAL] So, I'm gonna, um, because we haven't received any other updates. I know that they're working on the site. I don't know if that has something to do with the difficulties. Um, we haven't heard anything today, but they are um updating the the portal and adding new features, so that might be part of the reason why the portal is not working.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I wish we could say, I could say we can, you can email it, but because of HIPAA we can't. The only other option would be to fax or mail.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Or, I mean, there's no deadline if you
[CUSTOMER][NEUTRAL] Um, I could probably fax it.
[AGENT][NEUTRAL] OK, and there's
[CUSTOMER][NEUTRAL] Oh, there's no there's no deadline? OK.
[AGENT][NEUTRAL] Right, there is no deadline to file a claim, as long as your policy is active, you can file it at any time. So, um, I don't want you to feel like, you know, you're, you have to, you're running out of time or anything. You, you, you can wait until the site comes up if you like or you do have those other options.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean I can wait for a while and see if it uh takes otherwise I can uh try to fax it. I'll find an online fax service and do that but.
[CUSTOMER][POSITIVE] If there's no deadline, I can, I can give it a little bit. I just, it's just one of those things, you know, I just wanted.
[CUSTOMER][MIXED] Get it taken care of, otherwise I'll forget about it, so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, well, I will go ahead and note your policy and then I'm also gonna let my um my my lead know that there is some difficulty going through on the online service center, but I'm sure it's because of the updates. um, so I, I do apologize for that inconvenience, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that's OK and I tried it on several browsers too. I'm in, I'm in, uh, quality or like web quality tech support, that kind of stuff so like I tried, I tried it on all different browsers and stuff and it's definitely happening everywhere so.
[AGENT][NEUTRAL] OK, and I'll let them know that it's no it's multiple browsers as well. OK. Well, was there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That was it thank you.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] Alright you too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.