AccountId: 011433970860
ContactId: 6413606c-81e0-409a-a21c-3b29fb367c36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 573919 ms
Total Talk Time (AGENT): 288151 ms
Total Talk Time (CUSTOMER): 143712 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/6413606c-81e0-409a-a21c-3b29fb367c36_20250107T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEGATIVE] Yeah, I'm trying to upload my file on the computer to submit a claim and it's not going through.
[AGENT][NEUTRAL] OK, um, let me see if I can assist you with that information on the you're on the portal now?
[CUSTOMER][NEUTRAL] Yeah, I was on there and it gave me trouble before, but it would only let me upload one picture of a paper at a time so I went and got the file made to upload it all at once and it's not doing it and it's smaller than the 20 some megabytes at 18 actually.
[AGENT][NEUTRAL] OK, let me see if I can assist you with that. What's your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Mr. [PII], do you have your policy number handy?
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] Alright, you ready?
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] 236-7735
[AGENT][POSITIVE] And go ahead and provide me your callback number just in case we get disconnected during the call and I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, just give me one moment to pull up your policy.
[AGENT][NEUTRAL] And can I just ask you are you using a desktop or laptop computer?
[CUSTOMER][NEUTRAL] I was using a laptop and I used my phone before.
[AGENT][NEUTRAL] OK, because yeah, the phone, the mobile and tablet devices um don't work well on that portal. um, let me have you verify some, yeah, OK.
[CUSTOMER][NEUTRAL] Well, I find my phone work.
[CUSTOMER][NEUTRAL] What, what did you say?
[AGENT][NEUTRAL] Oh, I was just gonna have you verify some information for me. Go ahead, uh, and verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And your mailing address please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is your uh email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Would it be an uh work email perhaps?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yeah, is that a good email address for you?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying that excuse me, information.
[AGENT][NEUTRAL] Just let me take a look and see some information here just give me one moment.
[AGENT][NEUTRAL] And so when you're on that dashboard in the portal when you first sign in.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] Just give me one moment.
[AGENT][NEUTRAL] And what can you tell me what kind of error you're getting?
[CUSTOMER][NEGATIVE] It just says submitting and it doesn't and the section finds out like nothing nothing happens when I click submit just says the loading screen and never submits same issue I had when I tried doing it on my phone a few weeks ago, so I ended up just taking pictures of the documents and sending them in, but I can only do that one at a time.
[CUSTOMER][NEUTRAL] And I have a lot of documents to send in.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] I'm not having luck on the computer either, even though I was told I'd have better luck if I tried it on the computer.
[AGENT][NEUTRAL] Yeah, because like I said those tablet and mobile devices don't work well if you're in uh that portal. A lot of times it's because you can't see all the information, but if you're using a computer, can you tell me uh which uh browser you're using? Are you using a Chrome browser or Internet Explorer?
[CUSTOMER][NEUTRAL] Chrome
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] Chrome
[AGENT][NEUTRAL] A Chrome and you have that latest version is that correct?
[CUSTOMER][NEUTRAL] Yeah, so we're computer stays updated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is it possible you could try clearing out your cookies?
[CUSTOMER][NEGATIVE] I've done just about everything when it comes to that. Like I said, I had issues with it before and I actually had better luck with the phone because it was only actual pictures I was taking of the papers. I think something's wrong with your site because it's not working like at all when it comes to uploading files.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Well, like I, I'm not, I'm not, uh, I've not been notified that we're having any issues, um, so I just kind of walk through the troubleshooting and see if that we can cure it that way, um, and what type, uh, how did you save them? Are they a PDF file or how are they saved?
[CUSTOMER][NEUTRAL] PDF
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I converted them all to a PDF to be able to upload them this way and.
[CUSTOMER][NEGATIVE] No luck still.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And it's not my connection because I've tried it at my house and I'm trying it over here at work and.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] It sounds like um yeah it sounds like to me it could be like the file type um if you've done all the clearing the browser history and you're using that updated Chrome um and it is a PDF file um that's kind of like everything we go through now what I can do is reach out to our IT department um I'm not certain on it how long that will take to get a response.
[CUSTOMER][NEGATIVE] This isn't the first time I've had an issue.
[AGENT][NEUTRAL] But I will, uh, I can try to do that if you'd like, um, otherwise, I would suggest, do you have access to a fax machine?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You don't, OK.
[CUSTOMER][NEUTRAL] Is there a way I could email the file to a certain email?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, generally we don't accept the email claims um it's just not a a secure way of transmitting the information if you're sending in any kind of um you know private health information we don't know where it goes once it's emailed I mean I can provide you our.
[AGENT][NEUTRAL] Um, our care team email and you can send it that way if you'd like. Now you will get a response back let it and they'll let you know if it's received and um, but I, I mean I can give you that email address if that's the only uh means of of transmitting it to us, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just give me one moment.
[AGENT][NEUTRAL] Just give me one moment and I'll pull that email address up.
[AGENT][POSITIVE] Oh, I just closed it. I'm sorry, give me one moment, sorry about that.
[CUSTOMER][NEUTRAL] Mm yes ma'am.
[AGENT][NEUTRAL] OK, you're gonna wanna send it to care team. It's [PII], [PII]
[AGENT][NEUTRAL] And it's at the [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And like I said, I'm, I'm not if you'd like I can reach out to our IT department you're just gonna send it by email?
[CUSTOMER][NEUTRAL] I mean I'll I'll still try both in case if email is not accepted but.
[AGENT][NEUTRAL] Yeah, well, we'll accept the email it's just like I said, generally we tell our customers not to send an email when you send it an email it's not secure like I said and if you're sending you know your private health information and all your information because we can't guarantee, you know how secure the email is I mean it is um you know email is how you know it goes out there and and we don't know.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Where it goes to, so that's why we ask that you use either the online portal or faxing it to our secure fax line but if that's the only means you have sending it, go ahead and send it through the email and like I said, you will get a response from our care team letting you know that they've received the information and that they are forwarding it to the to the uh appropriate area.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] Did you have any other questions, Mr. [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you for calling APL and good luck. I hope it like I said, it shouldn't have any problems. You'll get a response back from our care team.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] You're welcome thank you for calling API. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye