AccountId: 011433970860
ContactId: 58a7e962-a276-4c04-8e48-caf50df445b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436250 ms
Total Talk Time (AGENT): 154937 ms
Total Talk Time (CUSTOMER): 258698 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/58a7e962-a276-4c04-8e48-caf50df445b7_20250416T16:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] The first time
[CUSTOMER][NEGATIVE] Uh yes ma'am. I'm trying to file, well, I gotta file a wellness claim and then I have to file like a uh cancer.
[CUSTOMER][NEGATIVE] Skin cancer claim. But um it's, I entered my stuff with my doctor and all that stuff, but it it says submit claim, but I haven't entered in my uh my paperwork, you know, my, a copy of my, my, my bill with my code and all that kind of stuff on it. I don't know where to add that. It says like sign below and when I signed, it says with your mouth while I'm doing it on my phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's just a blob of black stuff on there. I don't know, it didn't, you can't even tell it's the signature right? it's more like a drawing. But there's not a place for me to enter my, um my paperwork.
[AGENT][NEUTRAL] So, let me get your policy number.
[AGENT][NEUTRAL] And uh let me get your policy pulled up.
[CUSTOMER][NEUTRAL] OK, let me see. I'll just write it down. It's 6 674.
[CUSTOMER][NEUTRAL] 670. That's my preventative care and cancer, for [PII] and [PII].
[AGENT][NEUTRAL] OK, if you could verify your date of birth, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you so much for verifying your policy. Um, let's see, and one more piece of information if you could verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that information, [PII]. So once you have um.
[AGENT][NEUTRAL] To upload your information every time you have to go in as though you're uploading a claim again.
[AGENT][NEUTRAL] It to upload that information.
[CUSTOMER][NEUTRAL] OK, well I guess I really don't know what I'm doing and so how do I go to upload it?
[AGENT][NEUTRAL] Now, it may be best to do it from a desktop. Uh, do you normally upload from your phone?
[CUSTOMER][NEUTRAL] I filled out this stuff.
[CUSTOMER][NEGATIVE] Well, it's not loading. um, I, I took the pictures of my, my bills, you know, and, but it's not, uh, it's not going to the iCloud for me to pull it from the iCloud to put on my computer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So that's a lot of problems coming in. It's not, and then, and it's not even taking it to my uh to my iPad or my computer. It's not, it's not transferring it to either one. So I don't know if there's could be something wrong or just what.
[AGENT][NEUTRAL] OK. So, um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do that.
[AGENT][NEUTRAL] Once you create the initial claim through your desktop, uh, because I, I show a few claims over time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see they were uploaded to the.
[CUSTOMER][NEUTRAL] Yeah, I have. I know this is for my husband for last year. I don't think he has a well business for last year, does he?
[AGENT][NEUTRAL] Uh, no, what I was looking at is I show that you, OK, so I see the claim that I see what you uploaded today. It's already showing in the system. So like I said, what you will do is go in as though you're uploading information again, a claim, and then you start to upload your documents.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK. Well, I'm in that. And then it says, I've, uh, put that information in there and I signed, it says or he signed, file the claim. And, but when you push file the claim and it says closed, but I don't have a place to, to end my put my documents in, where do I go to do that? I guess that's where I'm confused.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] You may download or print claim forms to mail or fax.
[CUSTOMER][NEUTRAL] I don't, I just don't know where to download them at I guess I missed that or something.
[AGENT][NEUTRAL] And there you don't see anywhere. So if you go all the way out and go back in, are you, are you, you should get in.
[CUSTOMER][NEUTRAL] Then I go to, I guess file my claim, submitting data, we, wellness claim.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And it's, it's it's, it's um.
[CUSTOMER][NEUTRAL] Working on that, I guess. It's got some little 3 little bars.
[AGENT][NEUTRAL] OK, because yeah, I, I believe if you go completely go out, log back in and then you should get the option to upload documents.
[CUSTOMER][NEUTRAL] Oh, OK, it says download a copy of your completed claim form here. Successful entry. OK, that's where it says, OK. And OK, I'll do that. OK, let me ask you something else. Um, he didn't have a claim last year, did he? I think a wellness, I think I sent mine in, but I didn't send his, is that correct?
[AGENT][NEUTRAL] Let's see, I do not show a wellness claim for him last year.
[CUSTOMER][POSITIVE] OK, OK, OK, well then, OK, download my copy. So, OK, I'll do that and then I can go ahead and push add another claim and that that's where I can do his cancer policy thing. It's the same one. OK, thank you so much. I appreciate it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEGATIVE] No, no, I think that's it. I hope I can get this. I hope I can do this as well, it's not, well, when I push on download, it's not doing anything. It just download a copy.
[CUSTOMER][NEGATIVE] And I'm pushing on that, but it's not opening, it's not pushing, it's not doing it.
[AGENT][NEUTRAL] OK, so you, so you're trying to download the claim form.
[CUSTOMER][NEGATIVE] Don't let me download the copy.
[CUSTOMER][NEUTRAL] Uh, no, well, download a cop, oh, I download a copy of the claim. OK. I guess I just need to go back in and try and see if they have something that takes that copy, huh, of the claim.
[AGENT][NEUTRAL] Or upload your your.
[AGENT][NEUTRAL] Yeah, so if you go out.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Or add another client? cause I could just go to that, add another client.
[CUSTOMER][NEUTRAL] Let me see what it does there.
[CUSTOMER][NEUTRAL] Add another plane.
[CUSTOMER][NEUTRAL] Who are you claiming it for?
[CUSTOMER][NEUTRAL] So I'll try continue data service is the same oh but you know what I'm gonna fall in the same situation again because it won't let me download that copy.
[AGENT][NEUTRAL] OK. I'm not sure if you're able to do that through your phone.
[AGENT][NEUTRAL] I do believe, uh, you know, so you may have to do the initial claim from the desktop and then you should be able to go in through your phone and upload your documents.
[CUSTOMER][NEUTRAL] Yeah, maybe that's it.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But creating the claim, you would need to do that from your desktop.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I'm shocked. OK. Well, thanks. Let me see if I can figure this out. Oh, here they came up on here, it's on my iPad, so maybe it'll come up on my computer now on iCloud. So, OK, thank you. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] OK you too uh huh you too bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Um