AccountId: 011433970860
ContactId: 5557c7db-1f7f-453a-a962-1cf03663d4c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192500 ms
Total Talk Time (AGENT): 80299 ms
Total Talk Time (CUSTOMER): 106889 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/5557c7db-1f7f-453a-a962-1cf03663d4c2_20250211T19:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, Miss [PII], my name is [PII]. I'm trying to file a claim and it's not letting me upload my, uh, paperwork. Is there an email address I can send all my, my, uh, my uploads to?
[AGENT][NEUTRAL] Um, so we can't accept claims documents through email. Let me see if there's, because I know there was something going on with the online service center this morning. Let me see if that's been resolved.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That that's probably what it was, ma'am.
[CUSTOMER][NEUTRAL] $18 per week.
[AGENT][NEUTRAL] Have you tried since this morning or it's
[CUSTOMER][NEUTRAL] It was this morning I tried. I haven't tried since then.
[AGENT][NEUTRAL] You want to try while we're on the phone or you're away from the computer?
[CUSTOMER][NEUTRAL] I can try
[CUSTOMER][NEUTRAL] Yes, I am. Uh well, I'm uploading it on my phone and it's telling me I, I, I got all the, uh, so I, I, I, I've printed all the documents that the hospital accident and the, uh, uh, short term disability. I filled everything out, then I scanned it and I emailed it to myself and I was just gonna copy it off my email and upload it, but it doesn't let me do that on my phone. It's asking me to take a picture of each individual paper.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I, that's the way you, that's the way you normally do it, take pictures of it.
[AGENT][NEUTRAL] Now, it could be two things. So it might be saying in the picture because it's really not compatible with phone with cell phones. Um, it's really desktop or laptop, so I don't know if it's giving you that message because it's a mobile device, but I would try if you have a laptop or a desktop computer, try to send it there, um, and see if you still get the error because I know they had, we definitely had issues with it this morning.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I haven't heard anything since then.
[CUSTOMER][NEUTRAL] OK, I'll try that. Well, OK, we'll try when my fiance gets home. And also on, uh, the part of the, the, I just wanna ask you a question on the part with the form that says with the doc have to fill it out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think there's two of them, the accident and the hospital. Well, I went to the doctor yesterday for a visit and I had to leave my I had to leave them two sheets of paperwork that he has to fill out with the doctor. I had to pay $20 for them to fill it out, and they're gonna mail it back to me within 7 to 10 days. But I was gonna go ahead and send that all the information besides that now so that y'all can get started on my claim. That'd be that'd be OK to do it like that.
[AGENT][NEUTRAL] To be honest with you, I will wait because if the claim is processed and that's not there yet, it's going to be denied. So I would just wait until you get the documents.
[CUSTOMER][NEUTRAL] Just wait till I get the document, right?
[AGENT][NEUTRAL] Because yeah, because there's no, um, you know how sometimes there's like a deadline to submit your claims. We don't have that. So, so there's nothing for you, you know, you're not going to miss the deadline or anything. So I would just wait till you have it all so you don't have to worry about the denial.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yeah, well, I'm glad I talked to you. That's perfect. So I'll, once I get it all in, I'll upload it and if I have any problem, I'll give you back a call.
[AGENT][NEUTRAL] Alrighty, well, was there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you so much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] You too as well bye bye.