AccountId: 011433970860
ContactId: 72fa6935-c9a0-471d-b5b4-0d8bda7710ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 4321529 ms
Total Talk Time (AGENT): 653925 ms
Total Talk Time (CUSTOMER): 1425969 ms
Interruptions: 9
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/72fa6935-c9a0-471d-b5b4-0d8bda7710ed_20250507T16:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, what do you need for me to pull my account up?
[AGENT][NEUTRAL] Uh, your name and the policy number?
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, um, [PII].
[CUSTOMER][NEUTRAL] And then the policy number is 2531373. I was calling to see if you guys have already processed that reactivation. uh, it was canceled or.
[CUSTOMER][NEUTRAL] Put on hold, I don't know, um, in air so my employer had to fax over something and she said that she did that two days ago.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], um, spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's what I thought I heard and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] same number you should have on file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, I'm showing a different address on file, so do we need to update it?
[CUSTOMER][NEUTRAL] Mm huh? No, you guys have the same address as [PII], and then you probably have [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We do, we do.
[AGENT][NEUTRAL] So is that OK?
[CUSTOMER][NEUTRAL] OK, it's the same, it's, it's the same.
[AGENT][NEUTRAL] Oh, OK. Well, I'm not familiar with [PII], so I don't know that. Um, what is your email address?
[CUSTOMER][NEUTRAL] Yeah, as long as those numbers are [PII], that's the same address.
[AGENT][NEUTRAL] And your email address, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I think you guys have my job it's um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] All right. And you were checking to see if your policy had been reactivated. It has. So it's currently active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I'm trying to get this form over to y'all, so.
[CUSTOMER][NEUTRAL] Now, I guess now I could go and try to create the account is that's what I need to do?
[AGENT][NEUTRAL] If that's how you want to submit it, yeah, you'll have to create an account. Do you want me to help you do that?
[CUSTOMER][NEUTRAL] Um, yeah, I guess I could sign on, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on. Will it take a minute or no?
[AGENT][NEUTRAL] It, it's not, it doesn't take long to create it.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Trying to multitask because I'm on break right now.
[CUSTOMER][NEUTRAL] I was just, I know because this this form is like let me see.
[CUSTOMER][NEUTRAL] It's like 3 pages. Can I take up, well, it's really 2. can I take pictures of it and then upload it like that?
[AGENT][NEUTRAL] Is it the cancer claim form that you're completing?
[CUSTOMER][NEUTRAL] Um, no, um, they told me that I need to send over the, um, proof that had a lot of chick.
[AGENT][NEUTRAL] Oh, pathology report? OK. Yeah, you could take pictures of it.
[CUSTOMER][NEUTRAL] Uh, report.
[CUSTOMER][NEUTRAL] Uh-huh, showing uh proof that, um, that I had the cancer and then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and I was like kind of where am I gonna get this? I tried to all night long, try to capture it from my chart.
[AGENT][NEUTRAL] Mhm. Right.
[CUSTOMER][NEUTRAL] For some reason when I did that, the whole.
[CUSTOMER][NEGATIVE] The whole chart went over there and and then then when I go to, you know, to pull it up to see if I sent it to myself, right, then I go, they can't sign in so it, it didn't do it right. So I don't know like uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have live pictures. I mean, I have live hard copy of it myself, so maybe I could just take phone pictures and then put it that way. Would that be acceptable or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can take a photo of the documents that you have. That's fine.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then upload them.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] Because my daughter was just here and she was trying to help me Sunday to do it but it wouldn't it, it gave me an error message that it wasn't able to um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Allow me to do it. And I was like, what? I said the lady helped me, but that's what it was is because it, it um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess the policy wasn't active.
[CUSTOMER][POSITIVE] So I'm glad I, I called Monday to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Get it done. I would have been devastated though, you know, I, I've been with them for
[CUSTOMER][NEGATIVE] This coming year will be 10 years and who would have thought that I would have been calling to use it but you know, I pay for stuff, you know, because you never know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But what
[CUSTOMER][NEUTRAL] Down the road.
[CUSTOMER][NEGATIVE] I needed it, you know what I'm saying, and it wouldn't have been that smooth. I would have been really upset, you know what I'm saying.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Because it's been, uh, yeah, I pay for it all the time, you know.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] So, OK, so user name, what did she tell me to do? Let me see like.
[AGENT][NEUTRAL] Are you on the online service center website?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and does it say online service and welcome.
[CUSTOMER][NEUTRAL] OK, oh, I got a new.
[AGENT][NEUTRAL] No user?
[CUSTOMER][NEUTRAL] I got it, yeah, [PII]e service new user. OK, that's what it is. OK, and then I checked the first box. I am an individual with APL insurance policy, so I'll go to that one?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Mhm, correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I did and then go next.
[CUSTOMER][NEUTRAL] And then I put my last name in is it a um capital A or or lower case, it doesn't matter.
[AGENT][NEUTRAL] It doesn't matter.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] what
[CUSTOMER][NEUTRAL] OK, and then, um, social security number or member ID number, and I think the lady said that y'all didn't have one, is that right?
[AGENT][NEUTRAL] Yeah, use your social, use your social.
[CUSTOMER][NEUTRAL] So so OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then my zip code [PII].
[CUSTOMER][NEUTRAL] OK and then.
[CUSTOMER][NEUTRAL] My, I don't know why they have this up underneath my job email, but.
[AGENT][NEUTRAL] Do you want to change it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, my mind is going to that now, but I can't understand why, you know what I'm saying, because do I have to be at work? What if you guys see, send me an email? I won't be at work.
[AGENT][NEUTRAL] Yeah, I, I think when
[AGENT][NEUTRAL] Yeah, I think when they sent your enrollment in it had your work email address on it on there.
[AGENT][NEUTRAL] So that information comes from your employer, but you can change it to your personal if you want to before you log in we need to change it.
[CUSTOMER][NEUTRAL] OK, yeah, do that.
[AGENT][NEUTRAL] OK, and what is it?
[CUSTOMER][NEUTRAL] Because if my doctor puts me out, then, um, you know what I mean, I won't be able to get the email.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Exactly. I understand.
[CUSTOMER][NEUTRAL] Yeah, yeah, so you, you want me to give it to you now?
[AGENT][NEUTRAL] And what
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Oh, you know what? Oh, it's gonna be horrible.
[CUSTOMER][NEUTRAL] No, it'll be OK. OK, so because I got, you know, my phone, email, and then the landline. I'm gonna do it from the landline. OK, so it's [PII]
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me, let me, let me see change I write myself notes change to.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Oh I don't know.
[CUSTOMER][NEUTRAL] OK, so, OK, oh Lord, do I, OK, so do I put, um, that one in here now or?
[AGENT][NEUTRAL] Mhm. Hold just a second. So I have [PII], which is your last name, um, letter [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I, yeah, I have it. Go ahead and enter it online.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, hold on, let me take this off.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's all lower case, right?
[AGENT][NEUTRAL] It doesn't, doesn't matter.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] OK, we got that and then my birthday [PII].
[CUSTOMER][NEUTRAL] OK, so I got all that hit next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, OK.
[CUSTOMER][NEUTRAL] So create um your account so user.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What is user?
[AGENT][NEUTRAL] You'll have to create your own user name.
[CUSTOMER][NEUTRAL] Oh, OK, that's what I was like, what was you sir?
[AGENT][NEUTRAL] Mhm. Uh-huh. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'll put us there.
[CUSTOMER][NEUTRAL] I'm just gonna put the same how does it work.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and then, uh, create a password. OK, I could do that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, OK, um.
[CUSTOMER][NEUTRAL] Yeah let me see.
[CUSTOMER][NEUTRAL] OK, and then put that email again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, customer email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Primary number, should I use my home number or should I use my cell phone because it says text.
[AGENT][NEUTRAL] It, it'll be your cell, yeah, so if we when we process the claim.
[CUSTOMER][NEUTRAL] Because they won't text mhm.
[AGENT][NEUTRAL] Correct, so you'll need your cell.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK, and then text message, phone, that's myself, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now the one you guys have on file is my landline, one I'm calling from, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So yeah, you're gonna change it or you guys gonna add my cell number?
[AGENT][NEUTRAL] Mhm. Is the cell number what you provided, the [PII]?
[CUSTOMER][NEUTRAL] No, that's my home number.
[AGENT][NEUTRAL] Now, that's your home. OK. Do you want your cell on file instead?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, that's the one you're telling me to put on here.
[AGENT][NEUTRAL] Yeah, that's for you to receive a text message to let you know that your claim has been processed.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So just leave it like that?
[AGENT][NEUTRAL] Yeah, you can leave your home number, um, but online it's just telling you to provide a number so that you'll receive a text message whenever your claim is complete.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, so I did that I hit.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, I got the password in there password, OK, email. uh, let me write this down, email.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, uh uh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] I'm gonna have to do the password over because it wants me to create a symbol.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, welcome. Your account has been successfully created. OK, so now it's asking me to log in.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So log in OK.
[CUSTOMER][NEUTRAL] And the password
[CUSTOMER][NEUTRAL] see
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So it says hello [PII] you can receive claim status updates via text message from American Public Life. Enter your 10 digits OK so enter the number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me go get the cell phone.
[AGENT][NEUTRAL] Gonna place you on a brief hold, OK? I'll be right back.
[CUSTOMER][NEUTRAL] OK, sure, sure, uh huh.
[CUSTOMER][NEUTRAL] What is this.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh my [PII], I don't even know what I do on my cell phone I'm just that that.
[AGENT][NEUTRAL] OK, I'm back. How is it going? You all set?
[CUSTOMER][NEUTRAL] OK, but I mean, I wasn't almost I had to find my cell phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah
[CUSTOMER][NEUTRAL] OK, so verify, let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, they sent me a code.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, your phone number has been verified in your hand. OK, so yeah, I got the phone number.
[CUSTOMER][NEUTRAL] Subscribed
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So how do I upload the files? OK, you told me.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here. I'm here.
[CUSTOMER][NEUTRAL] OK, so it's OK, so I guess I'm in now and then I get, uh, I don't know, a group cancer insurance and then see the policy number that's the policy number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, and I show it that it is active. OK, so now I wanna come down it says my claims upload documents. Do you have documents to upload for claims? So do I hit upload file?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I need to take pictures of it first, right?
[AGENT][NEUTRAL] We'll take pictures of it first.
[CUSTOMER][POSITIVE] Um, OK, this is probably good.
[CUSTOMER][NEUTRAL] Will they enlarge it or what?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And not to do all that right?
[AGENT][NEUTRAL] When you say enlarge, what do you mean?
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] They'll pull it where I guess they can read it.
[CUSTOMER][NEUTRAL] You know how uh
[AGENT][NEUTRAL] So when, when you, when you take a photo of it, is it small or is it just regular size?
[CUSTOMER][NEUTRAL] I think it's just regular size to me.
[AGENT][NEUTRAL] OK. So it should be OK when we get it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, done.
[CUSTOMER][NEUTRAL] OK, so, uh.
[CUSTOMER][NEUTRAL] Trying to see how I'm gonna get it over there. OK, so I think.
[CUSTOMER][NEUTRAL] I think I'm lost. OK, so I probably wanna take this and send it to my.
[CUSTOMER][NEUTRAL] Email
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Or save it, save it, you know, to your, um,
[AGENT][NEUTRAL] You can save it to your emails and then upload it from your email from your phone.
[CUSTOMER][NEGATIVE] So confusing. OK, um, mhm.
[AGENT][NEUTRAL] Are you, do you, do you have like a computer or laptop that you can save it to?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to, OK, uh, [PII].
[CUSTOMER][NEUTRAL] Um, I'm trying to upload it, um, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Email OK there it goes, um.
[CUSTOMER][NEUTRAL] I can't I oh.
[CUSTOMER][NEUTRAL] OK, I think I just sent it there so then I could take it from that email and then send it over to.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So then I take it and send it over to my main email, right?
[CUSTOMER][NEUTRAL] And then that's how you guys can get it because I'm uh.
[AGENT][NEUTRAL] So you can't email it to us you're trying to upload it right online?
[CUSTOMER][NEUTRAL] No, OK, but I, I have to send it to somewhere where I could grab it though, right?
[AGENT][NEUTRAL] Right, correct, so do you have like a computer or a file that you can save it to?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, that's what I'm doing. I'm sending, sending it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sending it to my main.
[CUSTOMER][NEUTRAL] Email and I think when I open it from there it'll become like a document or.
[AGENT][NEUTRAL] A PDF. Mhm.
[AGENT][NEUTRAL] Or an attachment.
[CUSTOMER][NEUTRAL] Because, right, cause, um.
[CUSTOMER][NEUTRAL] Jesus.
[CUSTOMER][NEUTRAL] I have a
[AGENT][NEUTRAL] Yeah, so if you took the picture with your phone.
[CUSTOMER][NEUTRAL] Remember.
[AGENT][NEUTRAL] From your computer?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I took it with my phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And so now that means that they're in your photos.
[AGENT][NEUTRAL] On your phone.
[CUSTOMER][POSITIVE] Yeah, they're in my photos. Oh, so I could get my photos from here. You're so smart.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, because I have a Mac and I haven't finished learning how to, how to use it, so I should be able to go to my photos from here.
[AGENT][NEUTRAL] And attach it
[AGENT][NEUTRAL] Upload them from there if you can.
[CUSTOMER][NEUTRAL] Oh God, there's so many of them hold on.
[CUSTOMER][NEUTRAL] No, I don't.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Oh God, that's not all of them.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] I was helpful.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Memory
[CUSTOMER][NEUTRAL] I have so many users.
[CUSTOMER][NEGATIVE] It didn't.
[CUSTOMER][NEUTRAL] And then get me all of them.
[CUSTOMER][NEUTRAL] I mean it just has to update.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I'm trying to get it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm trying to see where it's gonna be because it stopped.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] No, I don't think it's letting me get it from there.
[AGENT][NEUTRAL] Can you upload it? Do you have a computer?
[CUSTOMER][NEUTRAL] I did download my pictures, but, huh?
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Oh, it
[CUSTOMER][NEGATIVE] I said it did download but it didn't download all of them.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Jesus.
[CUSTOMER][NEUTRAL] Um, oh.
[CUSTOMER][NEUTRAL] Yeah, I didn't do all of them.
[CUSTOMER][NEUTRAL] OK, OK, um.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Enter claim details. What, what do I put in claim details?
[AGENT][NEUTRAL] OK, where do you see that at?
[CUSTOMER][NEUTRAL] OK, so I'm trying to upload files.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm, so you're on the online service center you clicked on the upload file button.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then you're you're look you're looking for the the documents that you wanna attach.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So have you attached the documents that you took photos of?
[CUSTOMER][NEUTRAL] No, OK, so I don't know how to do that. OK, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it says do you have documents to upload?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So how do I get them?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I don't think you can pull them from your photos in your phone. Usually when.
[CUSTOMER][NEUTRAL] Oh, first you have to enter a claim detail, so what do you do for that?
[AGENT][NEUTRAL] When you
[CUSTOMER][NEUTRAL] Click here if I oh gosh, OK, so what's the client details.
[AGENT][NEUTRAL] OK, I've not heard that before. Give me a second.
[AGENT][NEUTRAL] Let me get to where you are.
[CUSTOMER][NEUTRAL] File a claim enter claim details, OK.
[AGENT][NEUTRAL] Did you select your policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, it didn't tell me that.
[CUSTOMER][NEUTRAL] So enter claim details, so what would I put there?
[AGENT][NEUTRAL] OK, so back up for a second.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, so he cancel, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] 00, so I have to hit active claim maybe that's what I need to do?
[AGENT][NEUTRAL] Or your active policy number. So you need to click on policy 253-1373.
[CUSTOMER][NEUTRAL] OK, one is gathering the file.
[AGENT][NEUTRAL] And you're telling it to put
[AGENT][NEUTRAL] You know, put your documents under that policy number.
[CUSTOMER][NEUTRAL] Oops, there has been an air. Oh Lord, I'm think of this, OK.
[AGENT][NEUTRAL] So from your end, um, are you, are you online? does it say start now?
[AGENT][NEUTRAL] To begin uploading your documents?
[AGENT][NEUTRAL] And file claim online?
[AGENT][NEUTRAL] Is that where you are?
[CUSTOMER][NEUTRAL] OK, do you want to.
[CUSTOMER][NEUTRAL] Hold on, do you want to allow downloads on secured? OK, I guess it would be allowed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I was confused.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess I'll do this one more time.
[AGENT][NEUTRAL] Are you trying to upload the documents from your phone?
[CUSTOMER][NEUTRAL] It's starting to no I'm doing it on the computer.
[AGENT][POSITIVE] OK, OK. It's just what we recommend.
[CUSTOMER][NEUTRAL] So it's it's downloading whatever it needs to download on my computer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So now I hit the active claim.
[AGENT][NEUTRAL] For the active policy number.
[CUSTOMER][NEUTRAL] So now do I, uh huh so I clicked on that one because it's 2 prior to that it's showing that they're lapsed OK so the last one is active and I hit that one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm, right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it was gathering the foul and.
[CUSTOMER][NEUTRAL] It's downloading but it went.
[AGENT][NEUTRAL] Is there an uh a green next button to click?
[CUSTOMER][NEUTRAL] No, it, it downloaded. I don't know where it went, but it, it downloaded, so, OK, so I see the.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] It came over and.
[CUSTOMER][NEUTRAL] A PDF file.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I guess it's just downloaded the the policy information so OK so I can read it at whatever time.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yes, if you're doing it online, I I I'm able to see it in your file pretty quickly and I don't see anything.
[CUSTOMER][NEUTRAL] OK, so that's
[AGENT][NEUTRAL] Because after you select the policy number, there should be a next button like click next.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] God what
[AGENT][NEUTRAL] And then a box will pop up for you to upload your documents.
[AGENT][NEUTRAL] And then you click the next button again.
[AGENT][NEUTRAL] And then it gives you a confirmation number.
[CUSTOMER][NEUTRAL] It says file file a claim enter claim details, that's what it's asking me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Do you want me to go out and then go back in? I mean, what?
[AGENT][POSITIVE] Yeah, you're in the right spot.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] OK, because that's what it's asking me for it says number one enter claim details.
[AGENT][NEUTRAL] And it should appear your name as the claimant.
[CUSTOMER][NEUTRAL] OK, number 2 it says.
[CUSTOMER][NEUTRAL] OK, so that's the drop down I could hit that.
[CUSTOMER][NEUTRAL] OK, and then select OK so now it's doing it, OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm. So enter, enter claim detail as step one.
[CUSTOMER][NEUTRAL] So hit next.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] And once you do that, it'll go step 2. OK.
[CUSTOMER][NEUTRAL] OK, I got that part.
[CUSTOMER][POSITIVE] OK got it OK.
[CUSTOMER][NEUTRAL] So, OK, so 253-1373 OK and then upload files.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, Lord, oh.
[CUSTOMER][NEUTRAL] staying in here.
[CUSTOMER][NEUTRAL] OK, so I'm gonna have to go out of that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm gonna have to go into the email, uh, I don't know if this is all gonna stay up.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, it did come back. OK, let me see if I can reduce it.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][MIXED] I appreciate you because I am not good with the computer.
[AGENT][POSITIVE] Oh, you're, you're fine. No, you're welcome. You're welcome. No problem.
[CUSTOMER][NEGATIVE] It's not my friend.
[CUSTOMER][NEUTRAL] OK, so I'm gonna, I'm gonna have to go into this email.
[CUSTOMER][NEUTRAL] Jesus
[CUSTOMER][NEUTRAL] I think I'm gonna have to sign all the way out and then go back in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh Lord, OK.
[CUSTOMER][NEUTRAL] Alright, OK, let me do that.
[CUSTOMER][NEUTRAL] Oh, knock out, OK.
[CUSTOMER][NEUTRAL] OK, bear with me.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] I didn't know it was gonna take this long [PII], OK.
[AGENT][NEUTRAL] It usually doesn't
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh I'm real slow then.
[AGENT][NEUTRAL] No, I just think it's you being you done good. I think it's just pulling up to retrieving the files that you saved, and I think the problem is you're trying to pull them from your phone, but I think you're gonna have to.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm?
[CUSTOMER][NEUTRAL] I transferred it to my email so I should be able to pull it up from there as soon as I get to the email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, so I'm trying to shut everything down now.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, I'm just trying to find me right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Probably got 1000 emails.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, this one should be on the top.
[CUSTOMER][POSITIVE] Yes, it's on the top
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, there it is OK so.
[CUSTOMER][NEUTRAL] OK, so I see these. I'm trying to save them.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, um, hm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I'm gonna have to call you back. It's it's taking it's taking a lot of time and I'm taking a lot of your time.
[AGENT][NEUTRAL] No, you're fine. The good thing is that you created the account um if you want to, um, fax them this time.
[AGENT][NEUTRAL] You can
[CUSTOMER][NEUTRAL] Um, look, I've seen that and then I see the.
[CUSTOMER][NEUTRAL] The welcome emails from you.
[AGENT][NEUTRAL] Mhm. Online. Mhm.
[CUSTOMER][NEUTRAL] What in the all happen here.
[CUSTOMER][NEUTRAL] I went to archives.
[CUSTOMER][NEUTRAL] So let me see if I went there.
[CUSTOMER][POSITIVE] Yeah I did OK so.
[CUSTOMER][NEUTRAL] I'm trying to say I don't know how to, how to save it as an attachment that's what my problem is.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So you said that you're not able to get to your photos?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] No, I, I, I, I got the email I sent it, so I'm trying to save it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, maybe that's what. OK, wait.
[CUSTOMER][POSITIVE] I can move it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if it'll pull it. I don't know. Oh boy.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to see if it'll.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Well what
[CUSTOMER][POSITIVE] Oh, that's what it is. OK, so I, I think I, I'm getting it now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think uh I have to download it.
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] And so the next one.
[AGENT][NEUTRAL] I'm gonna place you
[CUSTOMER][NEGATIVE] Oh, OK, that's stupid. OK, yeah, go ahead, put me on hold, just go, go ahead.
[AGENT][NEUTRAL] You see it?
[AGENT][NEUTRAL] OK, I'll be right back. OK.
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Cool
[AGENT][NEUTRAL] I'm gonna put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK, you're fine.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Howdy.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] You you you have your, so you have your power?
[AGENT][POSITIVE] Good.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so we were actually gonna go from [PII] to 2 today and tomorrow and then Friday she said that she'll need to go from [PII] to [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Is this a document like I'm week 6 and it's the introduction to hospital indemnity? Is this the form you're talking about at the end where it asks for the trainer's feedback?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] He said I'll take it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, I have it.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh Lord
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So was that just yesterday in [PII] or has it been all week?
[AGENT][NEUTRAL] Just today, or today? OK.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] All righty. Cool beans.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Not that.
[AGENT][POSITIVE] All righty. Will do.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding.
[CUSTOMER][NEUTRAL] OK, so I've got everything done.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You there? OK, so I got a confirmation number OSC 978008, you see that?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let me pull up your file. Can you hear me?
[CUSTOMER][NEUTRAL] I can.
[AGENT][NEUTRAL] I, I, OK, let's see.
[CUSTOMER][NEUTRAL] So I was working on setting up payment preference.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And the only disturbing thing is I put in my routing information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it asked for me to reenter it, OK, and I did OK and then when I hit next it populated a bank name which is Colonial Bank is that just.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Something odd that it does?
[AGENT][NEUTRAL] So, you know, sometimes.
[AGENT][NEUTRAL] When banks change their names?
[CUSTOMER][NEUTRAL] Is it a protection thing?
[AGENT][NEUTRAL] When banks changed their name.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] It still houses the same routing number so the bank that you're at now, maybe some time ago they changed the name of the bank, so even though it's not reflecting the name of your bank, if that routing number is correct, then you're good.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, so only one that I have.
[AGENT][NEUTRAL] Yeah, so a lot of like mine I enter my routing number and it doesn't show the name of my bank, so I call my bank and they said, you know, uh, the bank has changed names but they they kept the same routing number, so and I don't have any problems.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] I will.
[CUSTOMER][NEUTRAL] It's supposed to be 9 numbers and I rechecked it like tons of times, so.
[AGENT][NEUTRAL] OK, so I can go and look at it right now and I see your claim too that you uploaded. Let me verify so for your routing your bank routing number I show [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And for your checking it's [PII] and there's [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so I do now show you set up on direct deposit.
[AGENT][NEUTRAL] And the document that you uploaded, there's a cover sheet, a blank page, Texas Health Presbyterian Hospital, Department of Pathology. OK, very good. OK, I see it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said so that's all you need, right?
[AGENT][NEUTRAL] It
[AGENT][MIXED] Yeah, it's a little fudgy, but I can read it. It's, it's readable.
[CUSTOMER][POSITIVE] OK good.
[AGENT][NEUTRAL] Um, and so did they not tell you to send in like your itemized bill or anything? Or are you wanting the first occurrence benefit?
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] That and then I'll, I'll find the other bills. So then, uh, do I go through the same procedure?
[AGENT][NEUTRAL] As far as uploading it, yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Mhm. Very good.
[CUSTOMER][NEUTRAL] Oh, OK, I'll, I'll find.
[CUSTOMER][NEUTRAL] Well, I knew it, it wasn't the process of that it was just trying to find a way to upload the, the, the bills, you know what I'm saying? I mean, yeah, the documents so now.
[AGENT][NEUTRAL] The documents. Mhm. I do.
[CUSTOMER][NEUTRAL] I have to send it to the email, send it to the email, send it to my phone email because that's where uh I'm pulling it from so send it and then send it to my landline but my landline I opened it and then I clicked on it and then I see where I could download it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] So that's, so, you know, it's just kind of like learning your, your equipment. So I
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] It look, it's like a new old. I mean, it's new, but I've never in my office.
[CUSTOMER][NEUTRAL] I'm never in my office to, to mess around with it, you know what I'm saying? I, I bought it because look, it'll be ancient. I'll be buying another one before I'll probably learn how to do it, but um, you know, me and my husband are older and, and I, I don't play around with online stuff and um they was like, well, momma, you need to buy your Mac because, you know, it's hard to hack and I'm like, oh Jesus. So I have to learn how to
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] How to use it, you know, and I'm not.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] A computer, computer person, I learned my way, you know, through corporate all these years, but it was like, you know, when you learn something, you just got it, you know what I'm saying, and I didn't deviate from
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] To learn other things. So, and that's what I have an assistant for, you know, so she did all that. So doing stuff at home, you know, I've never like usually order things or buy things online and I don't do any of that. I'm like so old fashioned, so any problems, I'm like, they already know that it's a problem cause I don't do it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh,
[AGENT][NEGATIVE] Listen, I, I am right there with you. I'm right there. I'm about around your age, so I'm right there with you. I just don't trust any of it.
[CUSTOMER][NEUTRAL] Yeah, I just don't and I'm like, oh my gosh, so get with it, you know, so like for important things like this, I know that it forces me to do it, you know, but there we go. So I did it. I'm proud of myself. I got it done. It was worrying, it was worrying me.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][POSITIVE] I'm proud of you too and.
[AGENT][POSITIVE] Yeah, you did good. You did good.
[CUSTOMER][NEUTRAL] OK, so, um, so all the other claims all do the same like the same way, or, or, or do I have to select something? OK, the same way and then it'll, I guess it'll, uh, it'll break it down as to what type of claim it is when they see the invoice or whatever what bracket what category it'll fall into.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, the exact same way.
[AGENT][NEUTRAL] The same.
[AGENT][NEUTRAL] As far as your benefits, yes.
[CUSTOMER][NEUTRAL] Yeah, because like I have um.
[CUSTOMER][NEUTRAL] I have the mammogram. I have the.
[CUSTOMER][NEUTRAL] Uh, what do you call it, the biopsy I have that bill. I have, so I have two other, you know, I have those bills, so I, I guess I could upload it and send it to y'all as well.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. You can.
[CUSTOMER][NEUTRAL] OK, OK, so just do it the same way, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, OK, perfect.
[AGENT][NEUTRAL] The exact same way.
[CUSTOMER][POSITIVE] OK, thank you so much for your time. Oh my goodness, thank you so much. I appreciate you thank you so much.
[AGENT][POSITIVE] You're you're welcome, Mrs. [PII]. No, that's what we're here for. No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so then I just log out and and it should be secured, right?
[AGENT][NEUTRAL] Yeah, it's, it's a secured site so just log out.
[AGENT][NEUTRAL] And then when you log back in just enter your username and password.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, so the bank information is secured once I log out of it, right?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Very.
[AGENT][NEUTRAL] And you want to whenever you finish with the online service service center you always want to log out and also close your browser like at the top you'll see it X out of it yeah X out of it, yeah.
[CUSTOMER][POSITIVE] OK, OK, perfect.
[CUSTOMER][NEUTRAL] Yeah, I'm going to clear it now, yeah.
[CUSTOMER][NEUTRAL] Yeah, what, um, with Mac it'll allow me to go and like I always do it when I close the computer anyway to clear all history.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, so I'm doing it right now.
[AGENT][POSITIVE] Yeah, very good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I always do it because I get paranoid.
[AGENT][NEUTRAL] Yeah, and even at the top, like when you have your computer open you can see it open at the top it probably says [PII] or something like that.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Oh, I'm out of it now so I just make sure I don't even leave my computer on. I log out uh with my name and then I just shut it down. I'll never leave it on.
[AGENT][POSITIVE] OK, good. Just as long as you ex out all of it.
[AGENT][POSITIVE] All right. Good. Good.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] So yeah, yeah, so I'm out of it.
[AGENT][POSITIVE] Very good. OK.
[AGENT][POSITIVE] Very good.
[CUSTOMER][POSITIVE] Out of it, yeah, but I do need to go in and clean my email out. OK, well I appreciate you. I really do. So thank you for helping me set everything up. So, OK, thank you. My job will be happy about that. OK, bye bye. Have a good day.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Uh-huh. My pleasure.
[AGENT][NEUTRAL] Bye. You too. Bye-bye. Bye.
[CUSTOMER][NEUTRAL] OK, bye bye.