AccountId: 011433970860
ContactId: 5695e429-5d80-4507-8500-8975f51b5b29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331899 ms
Total Talk Time (AGENT): 153994 ms
Total Talk Time (CUSTOMER): 124296 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/5695e429-5d80-4507-8500-8975f51b5b29_20241231T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hello, how are you doing? I'm calling because I'm trying to file my claim and it keeps saying oops, there has been an error. It looked like we're experiencing technical difficulties. It keeps um doing that every time I submit my files.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And then go through, so I was trying to see if I can file online with you guys, like if someone help me file it.
[AGENT][NEUTRAL] So there's no way unfortunately to do a claim over the phone um like I can't take the information over the phone or anything like that. What internet browser are you using when you're attempting to do it?
[CUSTOMER][NEUTRAL] I'm using my, my regular cellular data internet.
[AGENT][NEUTRAL] OK, do you have access to like a desktop computer?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] So I would recommend trying it from a desktop and using Google Chrome. It's more um compatible with that particular browser and it's a known issue like you're trying to use a mobile device. It doesn't work as well unfortunately. You can also fax it or send it in the mail as well. Those are two other options as far as getting it to us.
[CUSTOMER][NEUTRAL] I can fax it in the mail. OK, I mean, I will check, well, I'm, I'm not around a computer right now, so I'll try for my mobile device again cause my previous claims are filed on my mobile device, but if it doesn't work, I will file it through um my desktop later on.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, yeah, because I have we haven't had any reports of the online service center being down or anything like that so I don't know of anything going on right now that would, like it's not under maintenance or anything like that that would prevent you from filing it.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] OK, another question.
[AGENT][NEUTRAL] To my knowledge.
[CUSTOMER][NEUTRAL] Um, uh, I have a, um, document.
[CUSTOMER][NEUTRAL] That exceed the 20 MB um for me for the file um for my files um how do I get the extra documents to you? Is there a way I can get them to you?
[CUSTOMER][NEUTRAL] Or it has to be within 20 megabytes.
[AGENT][NEUTRAL] Yeah, I believe, let me see.
[AGENT][NEUTRAL] If the file is too large, I don't know if there's a way to maybe condense it.
[CUSTOMER][NEUTRAL] OK, cause I, I.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEGATIVE] I took some files out so it it was at 17 but it didn't exceed the 20 and they still didn't let me um do the claim, so it still didn't let me file it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So yeah I mean if it's if you condense the file some and it's under whatever the uploaded limit is, which is let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The only other way that you could do it would be do it in like 2 uploads if you needed to, so, um, upload part of it so that it's under the 20 megabytes and then you could upload the rest in a separate claim and just put the note that you know the examiner would know that it was part two of that.
[AGENT][NEGATIVE] Aside from that, the like I said, the only other way to send it if you want to send it all in one and the file is too large is if you did it through the mail or um.
[AGENT][NEUTRAL] Faxed it, you know, to us.
[CUSTOMER][NEUTRAL] OK, um, OK, so I will keep trying to do it from my mobile device because I'm, I'm not home right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] so what I did, um, but if not, then I'll do it through a computer or PC later on.
[AGENT][NEUTRAL] Yeah, I would give that a go and see if that maybe works better for you. I'm sure you're having a hard time.
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK. Is there anything else that I can check on for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] No, that's everything. um, oh, I have another question. Um, my, my, um.
[CUSTOMER][NEUTRAL] The uh it has my, or I have my EOB itemized. My, my itemized, it has.
[CUSTOMER][NEUTRAL] All the amounts of and the breakdown of everything they charge, so what I owe is on my hello.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I'm still here. Yeah, yeah yeah yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh my I I have the breakdown of everything what they charge on the hospital visit and my EOB has actual what I owe. Is that fine?
[AGENT][NEUTRAL] Yeah, so you just want the explanation correct the benefits from your primary insurance and then it's uh the itemized bill exactly correct, including anything that your primary paid and what the additional amount left over is correct.
[CUSTOMER][POSITIVE] OK, yes, alright, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye bye.