AccountId: 011433970860
ContactId: 68331664-1dc1-426f-92c0-d777c0273531
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1972939 ms
Total Talk Time (AGENT): 670460 ms
Total Talk Time (CUSTOMER): 754597 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/68331664-1dc1-426f-92c0-d777c0273531_20250130T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I'm calling because I've been trying, I had a surgery on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I've been trying unsuccessful for a month, almost two months now to retrieve um the money that I paid out um for my knee because I had to have it the day of the surgery and I had no idea about it. So because I have the gap, the APL gap.
[CUSTOMER][NEUTRAL] Um, I'm trying to, I don't, I was, I was uploading all of the stuff and then so I come today I believe I got everything that I think I may need and now I can't upload anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you are trying to file a claim with APL and you're trying to upload your information into the online service center?
[CUSTOMER][NEGATIVE] Yes ma'am, and they won't let me and it won't, it won't take anything.
[AGENT][NEUTRAL] OK, I can try and help you with this, and who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] My policy number is 241-9768.
[AGENT][NEUTRAL] OK, Mr. [PII]. So thank you. Give me just a moment to get your policy information pulled up. Once I do, I will have to verify several things with you first for security, and also Mr. [PII], any information I may provide for you today would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII], I'm out of [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have for you is the same as the one you gave me, so that is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address, please.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] No, sir, that's not what we have on file for you.
[CUSTOMER][NEUTRAL] OK, that's fine. [PII].
[AGENT][NEUTRAL] OK, that's also not what, it's close to what we have as far as the 360, but the first part is different.
[CUSTOMER][NEUTRAL] No, it's [PII], hold on.
[CUSTOMER][NEGATIVE] Yeah, that's it. That's my email. That's probably the problem. Maybe that's part of the problem. Hold on.
[AGENT][NEUTRAL] Is
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Because what we let me see what was used to set up your profile.
[CUSTOMER][NEUTRAL] What's up? What's up? Hey, you guys ain't got a little shot back for boys, um, it's over there. It's on the other side.
[AGENT][NEUTRAL] OK, so yes, sir, there's something.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] Well, I'm listening
[AGENT][NEUTRAL] Yes, sir. I can't give it to you, but the first part of your email address is more than just your, what you've given me.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] According to our records.
[CUSTOMER][NEUTRAL] Right, and that's not right then so because my email is, hold on, I can pull it up right now.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No you're gonna call.
[CUSTOMER][NEUTRAL] Let me check it now, OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, this is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. All right. So thank you very much for verifying all of your information. So, are you trying to upload your information, Mr. [PII], from your phone or from a computer?
[CUSTOMER][NEUTRAL] A computer.
[AGENT][NEUTRAL] OK. And what type of, and so are you officially fully logged in to your portal?
[CUSTOMER][NEUTRAL] Um, let me see, hold on, yeah, it says welcome [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I use that to give the information, so hold on, let me check something. OK, how do I verify if I logged all the way?
[AGENT][NEUTRAL] Well, if it shows at the top that you if it gives you your name, you should be officially signed in.
[CUSTOMER][NEUTRAL] Where it says welcome to Acoma, OK.
[CUSTOMER][NEUTRAL] And then it gives me the option to log out, so I would imagine that I'm logged in.
[AGENT][NEUTRAL] No, yes, sir. You should be logged in then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, I've done, I've, I've, I've posted uploaded files before, but today for some reason I'm telling you it's not working at all.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Are you OK, so first off, I'm going to email you a or has any first off, has anyone ever emailed you the user guide that gives you instructions for uploading documents?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. I just sent that to you, Mr. [PII], so it gives you step by step instructions for the types of files that you can upload and then it also um.
[AGENT][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Oh no, I see that. I see that it says verify the information entered is correct to upload at least one file before submitting. Claim documents must be for one date of service per claimant. Additional dates of service and or claim should be uploaded as separate claims, OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Common documentation required for a claims process can include but it's not limited to a claim form, itemized codes, medical records, primary. I got all of that stuff. It's all it's right on the thing where I'm uploading, but I keep on to submitting and it's just saying submitting, submitting, submitting, and it's not sending it through. I don't know if I'm doing something.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How large is your file?
[CUSTOMER][NEGATIVE] Right, I, I read that too. It says that it can be no it can't the file size cannot exceed 20 MBs, and I got 13.5 on this one.
[AGENT][NEUTRAL] OK, there may be something wrong with one of the files that you've included. Have you tried to, it will all our system will know that it's all related to one claim. You just may have to do multiple uploads.
[AGENT][NEUTRAL] Have you tried to break down your information?
[AGENT][NEUTRAL] I've worked with people before that, you know, when they tried to submit it in sections, it would accept it when they were getting an error as to not allowing it to upload, you know, everything in one record.
[CUSTOMER][NEUTRAL] Going in that
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are your documents all the same type of file? I mean, like, are they all PDFs or are they all, or are they kind of a combination of things?
[CUSTOMER][NEUTRAL] No, I, I did it myself. They are PDFs.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll tell you right now.
[CUSTOMER][NEUTRAL] I'm going back to it. Let me see if it submitted for the other.
[CUSTOMER][NEUTRAL] Let me tell you what the charge is right now.
[CUSTOMER][NEUTRAL] OK, there's 5.
[AGENT][NEUTRAL] Cause I, yes, I can see where you have uploaded your other information.
[CUSTOMER][NEUTRAL] Right. Now, these are basic, this, this, this is my super bill from Advanced Orthopedic and Sports Medicine Institute. And then the other one is, um, this is a layout of the type of policy that I have. They wanted to, they wanted two bits of information. They asked me, recently, they asked me for um
[AGENT][NEUTRAL] before.
[CUSTOMER][NEUTRAL] A, uh, a diagnostic thing or something. It was inside of that stuff, but I, I, I believe I got it. And I've been doing this for 2.
[AGENT][NEUTRAL] The prime
[AGENT][NEUTRAL] Cause I can
[AGENT][NEUTRAL] Yes, sir. I can see on the most recent thing that we reviewed for the surgery center of Aventura that we were needing the primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] Right, I that that's what I'm trying to see.
[AGENT][NEUTRAL] Mhm. That's one of the things. Uh-huh.
[CUSTOMER][NEUTRAL] Yes, and I have that here.
[CUSTOMER][NEGATIVE] I just don't know how to give it to you right now because I'm not able to upload.
[AGENT][NEUTRAL] And when you uploaded before, were you uploading from the same computer that you're trying to now?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the same computer and everything.
[AGENT][NEUTRAL] OK, so it sounds like there may be something wrong with something to do with the file.
[AGENT][NEUTRAL] Uh, the reason I ask you about the computer is sometimes if you're, you know, trying to use your work computer, the way that companies have their firewalls set up, you know, it blocks you from doing certain things.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, but if that's the same computer. So try to break it down. Yeah, try to split it up a little bit.
[CUSTOMER][NEUTRAL] Yeah, but I've uploaded before. OK, so I'm gonna find.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Maybe send that explanation of benefits, see if it'll let you attach that one file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, and that one did, right, you know, the crazy thing is that that one is only like 4. OK, I have 2 to upload, right? So but that one is only.
[AGENT][NEUTRAL] Mhm, OK.
[CUSTOMER][NEUTRAL] It's only like 4 series things they're still submitting.
[CUSTOMER][NEUTRAL] It's crazy. It's me from the old stuff.
[CUSTOMER][NEUTRAL] But that one is only 3, 3.4, 4.3 um MBs.
[AGENT][NEGATIVE] OK, why don't you just try this, cause it sounds like if it's been trying to upload that long, it sounds like it's maybe just hung up, Mr. [PII]. Obviously, I can't say for certain.
[CUSTOMER][NEUTRAL] Oh, I'm gonna log out. I should log out.
[AGENT][NEUTRAL] I would, I would personally try to log out.
[AGENT][NEUTRAL] And then,
[AGENT][NEUTRAL] Try to log back in and start over.
[CUSTOMER][POSITIVE] That's what I'm going to do right now.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm, I'm doing it right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that says log out it's not oh wait, I need to right click. Let me see.
[CUSTOMER][NEUTRAL] OK, wait, hold on.
[CUSTOMER][NEUTRAL] Let me I look for this one.
[CUSTOMER][NEUTRAL] I'll go back to it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It to.
[CUSTOMER][NEGATIVE] that one I'm losing anything that says.
[CUSTOMER][NEUTRAL] 80.
[CUSTOMER][NEGATIVE] Yeah, you know what, you might have had something there because I never thought about that. I never thought that. Wait, it's still trying to grab the first one, that's the problem.
[CUSTOMER][NEUTRAL] Just do it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I might not a lot on you, right? What I do just [PII] or what, what, what should I use?
[AGENT][NEUTRAL] You can actually, you can get to the portal by going to our main website.
[AGENT][NEUTRAL] You can go to [PII].
[AGENT][NEUTRAL] And when that page pulls up at the top, you're gonna see several different links that you can click on. To the far right, it should say sign in.
[CUSTOMER][POSITIVE] I see it right there.
[AGENT][NEUTRAL] Uh huh, if you click sign in that should take you to the login page for the online service center.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] He picked it up. OK, perfect. All right. OK, I just saw back in now. Now let's see.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] And this one is 4.35 millibars, so this should be easy.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes, sir, and you're gonna try to break them down, right? The two instead of uploading as just one, OK. OK. OK.
[CUSTOMER][NEUTRAL] Yeah, I did. I separated them.
[CUSTOMER][NEUTRAL] Yeah, I separate. OK, that one went through. Way to go.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Way to go, way to go. Uh, thank you so much.
[AGENT][POSITIVE] Oh, you're very welcome.
[CUSTOMER][NEUTRAL] So it shows that it was full.
[CUSTOMER][POSITIVE] Oh, you made my day. I'm serious. OK, I'm gonna do the big one now. If, if it don't, if it take me a little time, I'm gonna split it up then.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well that's OK go ahead and um while you have me on the phone because I can see that we did receive that one it is showing up on your profile so make sure.
[AGENT][NEUTRAL] Um, that you can successfully upload the other one?
[CUSTOMER][POSITIVE] You just like, Yeah, let's get it done. Let's roll.
[CUSTOMER][NEUTRAL] Uh, this was a little heavy it's 13.5, so we're gonna submit that one.
[AGENT][NEUTRAL] And then that, if it gives you some type of message with that one, then there may be, you know, you may have to break that one down a little more as well. Again, you know, I have spoken with people and it has something to do with the files themselves.
[AGENT][NEGATIVE] It doesn't like it when you try to do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, a bunch together, but then when you break them down, there's not a problem. Or if there is a problem with one of your files, that's easier, you know, to find it.
[CUSTOMER][NEUTRAL] But it's only, it's just 6 pages of papers. I know it's 10. It's 10 pages. That's what it is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] So I'm getting it roll right now. I'm gonna see what to do.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hold on one second. But I see the other one already came through. I see it now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Come on baby.
[CUSTOMER][NEUTRAL] Go to
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Oh boy, this is stressful.
[AGENT][POSITIVE] Oh, don't let it stress you out. We're gonna get there.
[CUSTOMER][POSITIVE] Oh, I like your confidence. OK, I'm with you.
[AGENT][POSITIVE] We're gonna get there.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] We'll get there if we have to break up.
[AGENT][NEGATIVE] It causing us anxiety is not gonna, it's not gonna make it upload any better, so just try not to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah it take me too far, and he
[AGENT][NEUTRAL] Right, because if worst came to worst, you, we do have a secured fax line that you can fax it to, so.
[CUSTOMER][POSITIVE] Oh, OK, I got you.
[AGENT][POSITIVE] We just can't accept claims, Mr. [PII], via email for security purposes, but we have a secure fax line and we do, and, and obviously this portal is very secure, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No doubt.
[CUSTOMER][NEGATIVE] This one is taking longer.
[AGENT][NEUTRAL] And that's probably cause it's, yeah, I mean, you know, you've got, it's larger.
[CUSTOMER][NEUTRAL] I'm already in.
[CUSTOMER][NEUTRAL] 10 pages.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] So I don't know what I can't do.
[CUSTOMER][NEUTRAL] Let me go to this page.
[CUSTOMER][NEUTRAL] And I'm gonna start pre.
[CUSTOMER][NEUTRAL] OK, well I got I don't have to.
[CUSTOMER][NEUTRAL] I'll just send them through 5 at a time.
[CUSTOMER][NEUTRAL] We gonna get there.
[AGENT][NEUTRAL] We are
[CUSTOMER][NEUTRAL] Now, you know what's weird about this one is that it's um
[CUSTOMER][NEUTRAL] 0 107.
[CUSTOMER][NEGATIVE] But it it was a 7, it was actually 10 pages.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I could probably shorten it down.
[CUSTOMER][NEUTRAL] Yeah, I can. I can show you just be 77. The rest of that stuff was Mickey Mouse anyway. OK, let me, let me, let me do something.
[CUSTOMER][NEUTRAL] I'm, I gotta put my name on them because this is just, you know, the my um human resources, she just gave me a skeleton of what my policy is. Is that what we're supposed to do, right?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Now, we don't have to have that. I'm looking to see, so I can see that we only needed your primary insurance explanation of benefits for one, and then let me look at what this uh
[AGENT][NEUTRAL] Other remark is for advanced sports medicine, let me look.
[AGENT][NEUTRAL] No, sir, you don't have to send us like what your policy covers any of your policy information. We have all of that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So what, so what
[CUSTOMER][NEGATIVE] So what do I need to say? I don't know. It's just so little benefit.
[AGENT][NEUTRAL] OK, we needed, we needed, OK, that's the explanation of benefits from your primary insurance carrier.
[AGENT][NEUTRAL] And then we needed to get the diagnosis.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] For the treatment provided. OK, but these are the things we're needing.
[CUSTOMER][NEUTRAL] I just said
[CUSTOMER][NEUTRAL] OK, now tell me something, the one that I just uploaded, you see that one?
[CUSTOMER][NEUTRAL] Is that, is that not
[AGENT][NEUTRAL] Well, I can't see the documents. I'm not, you know, those are in line for review as far as to be able to tell you if that's exactly what we need.
[CUSTOMER][NEUTRAL] Um, what's
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] But I can see that we received.
[AGENT][NEUTRAL] Them and we needed a fully itemized bill that included the diagnosis and procedures.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Procedure codes, your diagnosis codes and procedure codes, and a fully itemized bill.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, and I have, I, I have it. I think I just said that's the one.
[AGENT][NEUTRAL] So that's, those are the things that we were needing.
[CUSTOMER][NEUTRAL] Yeah, that's the one that I just.
[AGENT][NEGATIVE] And then I can see there was some some type of durable medical equipment that was reviewed, but that's not a covered.
[CUSTOMER][NEUTRAL] So that was the one
[CUSTOMER][NEGATIVE] No, that was just some, that was just some crunches.
[AGENT][NEUTRAL] Yes, sir, and that's just that type of equipment is not covered under this supplemental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I did it was like
[CUSTOMER][NEGATIVE] I don't know, I, I think it's like $80 or something they charged me and so I just think, oh, I didn't know any. I don't know any better, you know.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And I can give you, once you get your information uploaded, I'm gonna give you the claim for the original information that was reviewed because it gives all of those things that I just said on the second page it tells you exactly what we need.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] It has remark codes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that way you can just use that as a checklist.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's the um hold on.
[CUSTOMER][NEUTRAL] OK, I'm ready. Which one are you talking about? 3521.
[AGENT][NEUTRAL] OK, if you look at claim number 353-8814.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] If you pull that one up and look at the.
[AGENT][POSITIVE] Remarks on the 2nd page, that's gonna tell you exactly what we need.
[CUSTOMER][NEUTRAL] It marks on the 2nd page, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Downloaded that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think this can be just old so that's I think.
[CUSTOMER][NEUTRAL] Oh yeah, it says in order to provide further consideration to the claim, please submit the following explanation of benefits from primary insurance carriage for this service that's the stuff from United Health.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's my, that's my um my stuff from United Health, right?
[AGENT][NEUTRAL] That is correct, from your primary healthcare insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the second one is the diagnosis for which the treatment was provided on this date of service once we have received this information. Well, OK, I got it. I, I just said these were the last two. OK, so now let me go back and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's fine. I'm just saying whatever you're uploading now.
[AGENT][NEUTRAL] You can use that document on that claim number ending in 14 as your checklist to make sure that, you know, those are the things that you're sending us because that's, that's all of the information that we need.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For further review.
[CUSTOMER][NEUTRAL] And you know something, and you know something, when I go back in here, it's still saying it too, so I'm gonna log out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're still trying to submit all that?
[CUSTOMER][NEUTRAL] I'm all I can
[CUSTOMER][NEUTRAL] Yeah, I just stopped it right now.
[AGENT][NEUTRAL] OK. Well, let's see if it works again, Mr. [PII], like it did before breaking it down a little more.
[CUSTOMER][POSITIVE] I did. I'm doing it now, yeah.
[CUSTOMER][NEUTRAL] Are we gonna do it. It's gonna go through right now.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, now we got, OK, well I can do it now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] AC 2.
[CUSTOMER][NEUTRAL] Alright, here now this one is only 10.
[CUSTOMER][NEUTRAL] Alright, here we go.
[CUSTOMER][NEUTRAL] Here we go now.
[AGENT][NEUTRAL] All right, fingers crossed.
[CUSTOMER][NEGATIVE] No, I'm praying at this particular point. This has been 2 months, probably you know I need this money back.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And it was right before [PII]. I got grandkids.
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] Yes, sir. I don't think that there's ever an ideal time for sure, Mr. [PII], to have to have surgery. It happens to all of us, but I don't, there's never a good time.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEGATIVE] Right, I just ain't, I haven't been putting any money away for surgeries.
[CUSTOMER][NEUTRAL] Oh man, that's crazy.
[AGENT][NEUTRAL] Well, I think we're all a little bit like that, Mr. [PII]. It's harder these days to put money away than it used to be, in my opinion. That's just my opinion.
[CUSTOMER][NEUTRAL] Come on baby, boy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I know that's right. No, that's a good opinion. You got, you right, you got your finger on the pulse.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] This one's taking slow.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So what should I do? Maybe.
[CUSTOMER][NEUTRAL] 4 the first page and then 3 the next one.
[AGENT][NEUTRAL] Yeah, maybe. I mean, I, I would try that. If I were you, yes, sir. I would just try to, you know.
[CUSTOMER][POSITIVE] We're gonna make it to a least common denominator and we're gonna roll from there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] I wonder what
[CUSTOMER][NEUTRAL] Oh, I understand that.
[CUSTOMER][NEUTRAL] Why would that be so hard to do, but oh well, we gonna do it this way then.
[CUSTOMER][NEUTRAL] We don't do it.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] All right, so I have yeah.
[CUSTOMER][NEGATIVE] I'm doing 4 pages now scanning them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that was the
[CUSTOMER][NEUTRAL] I'm just gonna wait and see.
[CUSTOMER][POSITIVE] Your name is on for your name you care.
[CUSTOMER][POSITIVE] A benefits.
[CUSTOMER][NEUTRAL] OK, I go 4C.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, here we go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEGATIVE] See, I ain't even clear and it still ain't do nothing.
[CUSTOMER][NEUTRAL] Sorry, you're asking.
[CUSTOMER][NEUTRAL] Yeah, one of them went already. I could see that.
[CUSTOMER][NEUTRAL] OK, we're going again.
[CUSTOMER][NEUTRAL] 5.7.
[CUSTOMER][NEUTRAL] Let's see how that one works.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The other one was 4.3 and it went right through, so let's see what this one does. It's 5.7 here.
[CUSTOMER][POSITIVE] Oh, we got some success. We got another one we have for them.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Baby steps, we're getting there. We're getting there.
[CUSTOMER][NEUTRAL] We are keep.
[CUSTOMER][POSITIVE] We are she can both and taking names right now. You got me feeling real foggy. OK, we're getting it in. It's just we, we do, we go on the slow row for sure.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well, that's OK. And I see that the, uh, do you see another one uploaded on your profile. I can see it now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Yeah, we are cooking with grease.
[CUSTOMER][NEGATIVE] And this is only 3 pages, but I don't want to get happy until after it goes.
[AGENT][NEUTRAL] Yeah, no, let's, let's not jump the gun. Let's
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] We're gonna be hopeful, but we're gonna wait for our celebratory dance.
[CUSTOMER][NEUTRAL] 2 bedrooms.
[CUSTOMER][POSITIVE] Yeah, we got, yeah, we gonna have us.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Do a little pow wow dance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Close, close.
[CUSTOMER][NEUTRAL] OK fine.
[CUSTOMER][NEUTRAL] Payment
[CUSTOMER][NEGATIVE] I hope this is the last thing that I need because I've been waiting 2 months.
[AGENT][NEUTRAL] There are these brown liters.
[CUSTOMER][NEUTRAL] This one's 4.4.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] You, you hot?
[CUSTOMER][POSITIVE] OK, we're good. We got them all in.
[AGENT][POSITIVE] Oh, wonderful. So you got a successful delivery?
[CUSTOMER][NEUTRAL] Do you see, do you, you see it on your end?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I see it.
[CUSTOMER][NEUTRAL] I got 3 and that's what that's it.
[AGENT][NEUTRAL] OK. I, and I see the 3. I can see them, they're all received and then they're in line for review.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Mm. Now, let me, I did want to check one thing that I did not, give me just one second.
[CUSTOMER][POSITIVE] Alright, cool.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I do see that you are opting in for text notification alerts, Mr. [PII]. So once the claim has been reviewed, you should receive a text, um, and I do see that you do have direct deposit information also on file, so if we are able to pay benefits on this claim, then they should be electronically deposited um to that account.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Alright, thank you so much. I appreciate you. You were very helpful.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Oh, well, it was my pleasure in helping you today, Mr. [PII]. So is there anything now we can do that celebratory dance, but don't hurt that knee, you just got fixed.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Now we dancing. Oh, I'm, I'm gonna ride off into the sunset with you.
[AGENT][POSITIVE] Don't hurt your knee. Don't hurt your knee.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, I know, right? That's real talk. Thank you so much. I appreciate you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, yes, so you're certainly welcome. So thank you again, Mr. [PII] for calling APL and I hope that you have a wonderful day.
[CUSTOMER][NEUTRAL] And you do likewise, OK.
[AGENT][POSITIVE] I certainly will. Thank you very much.
[CUSTOMER][NEUTRAL] Yes, ma'am. OK, bye.
[AGENT][NEUTRAL] Uh, bye bye.
[CUSTOMER][NEUTRAL] Bye.