AccountId: 011433970860
ContactId: 66b4887b-e208-4dd5-a195-3b6c46f78db4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429279 ms
Total Talk Time (AGENT): 210572 ms
Total Talk Time (CUSTOMER): 131579 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/66b4887b-e208-4dd5-a195-3b6c46f78db4_20250401T16:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey Miss [PII], I was trying to find my file my wellness claim, and when I got to the end where it says, please sign below with using your mouth. I don't have a mouse.
[AGENT][NEUTRAL] On your wellness claim?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there like
[AGENT][NEUTRAL] Can you do it with your finger?
[CUSTOMER][NEGATIVE] I was trying to do that. Every time I try to do it, it won't let, it won't let me find a clear name. It's just like it'll ripple like some lines on it.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I don't, I don't think we're comparing what the signature looks like against anything, so I think if it just does a couple lines, you're probably OK.
[CUSTOMER][NEUTRAL] OK, I tried that and then it says you the.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Push the save button.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And every time I push the save button it
[CUSTOMER][NEUTRAL] I don't know it
[AGENT][NEGATIVE] It's not coming through.
[CUSTOMER][NEGATIVE] It won't do nothing.
[AGENT][NEUTRAL] OK, let's take a look at that. Um,
[CUSTOMER][NEUTRAL] Yeah, because I'm on the last, the last, I'm on the last part where it talks about confirmation then temporarily ID. I filled out everything and then it says I acknowledge I have read the fraud information provider. OK, I checked it off and then it says I hereby certify that the answers are correct. Then it said please sign below using your mouth. So I try to do it with my finger and
[CUSTOMER][NEGATIVE] And push the save button and nothing is happening.
[CUSTOMER][NEUTRAL] Oh I guess they when they file. Maybe if I put file my claim, maybe that'll do it. I don't know.
[AGENT][NEUTRAL] Maybe
[AGENT][NEUTRAL] Yeah, maybe saving is just like holding it.
[CUSTOMER][NEUTRAL] OK, I put out my.
[CUSTOMER][NEUTRAL] OK, now it's in the file my claim thing, so I don't know what.
[AGENT][NEUTRAL] Um, if you wanna give me your.
[CUSTOMER][NEGATIVE] I said oops, there has been an error. It looks like we're experiencing technical difficulty.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] If you can paying experience, please call customer service. That's why I called y'all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you mind
[CUSTOMER][NEGATIVE] And I'm surprised they didn't tell me to upload my paper, my wellness on paper. I didn't, it didn't even prompt me to do that. I guess I just automatically upload it maybe.
[AGENT][POSITIVE] Yeah, so for the wellness claim what's cool they've done online is you actually don't even have to upload documents for it now you just like put in the information on where you went and what you went for, and we call and verify it and then process the claim. So if you're doing it that way online you don't have to upload those papers anymore um but let me I'd love to just pull up your policy real quick um and see if I can help you out from the back side of things. Do you mind if I get your name and a good call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you, Ms.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Mhm. Perfect. And do you have that policy number handy?
[CUSTOMER][NEUTRAL] Um, which one you want because I have accidental, I have critical and short term.
[AGENT][NEUTRAL] Oh, any one of them will be able to get me to where I need to be, so whichever number you have handy I'll take.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. Thank you, thank you. And let me get this pulled up. If you don't mind, I'm just gonna verify some information with you. If you could verify your date of birth with me, pretty please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you and then just the mailing address, email and phone number on file if you will, pretty please.
[CUSTOMER][NEUTRAL] I'm sorry, what is it that you need?
[AGENT][NEUTRAL] Oh, yes, I'm sorry, the email, mailing, and phone number on file.
[CUSTOMER][NEUTRAL] OK, email is [PII], um, [PII].
[CUSTOMER][NEUTRAL] And what else you needed?
[AGENT][NEUTRAL] The phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh,
[AGENT][NEGATIVE] And I don't know why I didn't catch it. It was that same one you just gave me for the call back. I'm sorry I made you give that twice.
[AGENT][NEUTRAL] And let's see, so I'm pulling this up.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And Ms. [PII], are you using?
[AGENT][NEUTRAL] Are you using a mobile device?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, do you have access to like a computer or a laptop sometimes it's just you can, you can technically use the online service center for a mobile device, but it's formatted for a desktop computer so sometimes the functions just don't work properly on a mobile device.
[CUSTOMER][NEUTRAL] Oh, OK, so I have to get to.
[AGENT][NEUTRAL] I would try it on a computer for sure, because there are things like, I hear from people all the time that they check stuff on their their phones or their tablets and it works just fine. Um, but as the as the site was built, it was built for a desktop. So I think sometimes maybe that inter interrupts the like, I don't know, I think it makes it funky. Um, I don't want to say it doesn't work because people use it and it does work, but I think sometimes when it doesn't work, it's best to try it on a desktop.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And if it doesn't work from there, I've got like a troubleshooting list we can go through together if you'd like.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Open right now.
[AGENT][POSITIVE] And I'm so sorry.
[CUSTOMER][NEUTRAL] But I didn't know we didn't have to upload. I, I didn't know that we didn't have to upload the claim. They all, they actually just call and verify.
[AGENT][POSITIVE] Yeah it's so nice because you just fill out the questions um and like submit it and it's it's just a lot quicker now I think I mean for all the other claims you do but just for the wellness you don't.
[CUSTOMER][NEUTRAL] Oh, OK, got you.
[AGENT][POSITIVE] Yeah, so I think they just try to make that wellness one easy like an easy benefit to get back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I just
[AGENT][POSITIVE] My pleasure if you, if it doesn't work after that and you need to call us back and we can troubleshoot with you, please don't hesitate to reach out to us, but I really hope that going on and trying it through a computer, ideally Google Chrome if you have access to it, um, I, I'm hoping that will solve some of that problem for you.
[AGENT][POSITIVE] Perfect. Alrighty, well, I hope you have such a wonderful day, Miss [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] My pleasure. You take care.