AccountId: 011433970860
ContactId: 5cea9b60-d32b-4cb3-a0f1-4cd33528595a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337399 ms
Total Talk Time (AGENT): 134493 ms
Total Talk Time (CUSTOMER): 188665 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/5cea9b60-d32b-4cb3-a0f1-4cd33528595a_20250221T22:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, [PII], my name is [PII] and uh I set up, you know, the account online. I'm trying to submit some uh mammogram reports, and now it won't let me upload those documents. Am I doing something wrong?
[AGENT][NEUTRAL] Oh, let me take a look and see, Ms. [PII]. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Uh, I think I have screenshotted it. Hold on.
[CUSTOMER][NEUTRAL] Yes, just a second.
[CUSTOMER][NEUTRAL] Which one.
[CUSTOMER][NEUTRAL] can get to it it.
[AGENT][POSITIVE] Take your time. If not, I can pull it up by your social either way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, let me give you my, OK, but here's the policy number, I guess, yeah, 723008.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Do you mind also verifying your email and phone number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, in a [PII].
[CUSTOMER][NEUTRAL] And you said
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you were just trying to upload your documents are you doing it on a computer desktop or an iPad?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's a laptop.
[AGENT][NEUTRAL] OK so you should be that shouldn't be an issue.
[AGENT][NEUTRAL] And it's for your wellness claims?
[CUSTOMER][NEUTRAL] Yes, uh yes.
[AGENT][NEUTRAL] And did you click where it says would you like to file um how to.
[AGENT][NEUTRAL] Need to file a claim?
[CUSTOMER][NEUTRAL] Yes, I think, yeah, and I'm not on it right now, but yeah, I think that's what I did. Yeah.
[AGENT][NEUTRAL] Just trying to figure out why it won't let you.
[CUSTOMER][NEUTRAL] Because it tells me something about file is empty.
[AGENT][NEUTRAL] Oh, did you save the document to your, um, computer?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK. You might want to try to save it again and see if.
[CUSTOMER][NEUTRAL] Mhm. Uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Maybe that
[CUSTOMER][NEUTRAL] Cause I saved, OK, I saved it in documents and then I even downloaded. I'm just thinking, you know, and I, I switched it from a PDF. I've tried it, but, but I mean, but that is, um, that is where I'm supposed to do it where it says upload documents. That's the only way, right?
[AGENT][NEUTRAL] Yes, ma'am, and there should be a uh
[AGENT][NEUTRAL] Is there an option to file a wellness claim on this policy? There may not be on this one.
[CUSTOMER][NEUTRAL] Uh, it is. Uh-huh.
[CUSTOMER][NEUTRAL] I saw it. But I'll just try it again. I'm like mhm.
[AGENT][NEUTRAL] And actually,
[AGENT][NEUTRAL] Actually, if you go to need to file a claim or wellness claim, if they have that option to submit a wellness claim, it should fill up the wellness claim form for you to enter your information. We actually don't need documentation from the doctor anymore.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] We just need that claim, claim form submitted.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. And so one other thing, and like I can just mail mail it because when I, I had forgot to do this a couple of years and I just happened to call and ask and she said that I could submit back to [PII]. Is that true?
[AGENT][POSITIVE] I'm gonna check that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] To see on the paper form that I printed out, it, it only asks for one date, you know, and that's one reason I thought that I could just upload the form.
[AGENT][NEUTRAL] Well, that is correct. Now we did pay for [PII].
[AGENT][NEUTRAL] So, but you don't have [PII], [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's, mhm.
[AGENT][NEUTRAL] And then from [PII] to current.
[CUSTOMER][NEUTRAL] Right, that's what she told me. So I have it and what I'm saying, you know, on the form that I did just print, you know, it just says mammogram and then it has just space for one date and that's why I was trying to just, you know, upload the forms because if I do it on paper, how do I just list all of those dates or what?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It would be uh unfortunately, it's a form for each date.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, that's what I, well, that this helps me. I can, I can do it if I have to mail it, I can just, uh, just print it. That's fine. print several of those.
[AGENT][NEUTRAL] You, you can also fax it.
[CUSTOMER][NEUTRAL] Oh, OK. OK. And there's a fax number on that letterhead, I think. OK. I didn't think about that. Thank you so very much though.
[AGENT][POSITIVE] Oh, it was such a pleasure to assist you, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][NEUTRAL] Thank you for calling. Do you want your policy number? I can give it to you if you wanna write it down.
[CUSTOMER][NEUTRAL] OK, so it's not the 723008, that's not it?
[AGENT][NEUTRAL] It, it is that number. I just wanted to make sure you had it if you needed it.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Yeah, I do. I had screenshotted it, screenshot. OK, thank you so much.
[AGENT][POSITIVE] It's been such a pleasure. I hope you have a wonderful weekend and call us if you need anything at all, OK?
[CUSTOMER][POSITIVE] OK, thank you. Alrighty, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.