AccountId: 011433970860
ContactId: 75b916bf-f841-4d0c-bc8c-fa0976c129d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1562790 ms
Total Talk Time (AGENT): 563570 ms
Total Talk Time (CUSTOMER): 578375 ms
Interruptions: 6
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/75b916bf-f841-4d0c-bc8c-fa0976c129d2_20250605T14:24_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] here.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let's see, I have a claim with the, uh, cancer policy.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I've been established, but I needed to send them more documents.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And we set it all up yesterday, but now I cannot it won't let me go load.
[CUSTOMER][NEUTRAL] You know your uh app.
[AGENT][NEUTRAL] Our portal, we don't have an app. You're trying to sign into your portal, Ms. [PII].
[CUSTOMER][NEUTRAL] Well, in the portal, whatever it is. What's that honey?
[AGENT][NEUTRAL] I said you're trying to sign into your portal but you're not able to, is that correct?
[CUSTOMER][NEGATIVE] I can sign in but once, once I get there I can't get anywhere where it says load documents.
[AGENT][NEUTRAL] OK, yes, ma'am.
[CUSTOMER][NEGATIVE] And I can't go select my file and load it.
[AGENT][NEUTRAL] OK, well, I can try and help you with this, Miss [PII]. What's your good callback number?
[CUSTOMER][POSITIVE] Oh, that would be great.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] OK, let's see if I can that with me.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 02271291
[AGENT][NEUTRAL] OK, thank you. Give me a moment please to get your policy information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once I do miss here, I will have to verify several things with you first for security. So just one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So first off, Ms. [PII], any information that I am able to provide today would be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, I'm not calling for that. I'm just calling to try to send this information to you.
[AGENT][NEUTRAL] Yes, ma'am, but I can't provide you any assistance until I verify your information for security.
[CUSTOMER][NEUTRAL] No, that's fine. I was just saying I wasn't calling about the other stuff. [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you provided for me, so that is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you. And lastly your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you so much for verifying all of your information. So you did set up your new profile in the portal, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, cause I can see that we did receive an upload or we did receive some information on yesterday. Mhm. And so today.
[CUSTOMER][NEUTRAL] But the only one.
[CUSTOMER][NEUTRAL] Yeah, it was only one document that that went through. I wasn't able to go send the rest.
[CUSTOMER][NEUTRAL] For some crazy reason.
[AGENT][NEUTRAL] OK, OK, so we will certainly try to troubleshoot this stamp here and if for any reason we're not successful, then I will send in information on a, a ticket for it to have our IT department look into it for you. So first off, um, give me just a moment to get a document pulled up.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so when you are logged into your account, which you said that you are, is that correct?
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][POSITIVE] Well, I will, I will right now. I'm just waiting to do, do whatever you want.
[AGENT][NEUTRAL] OK. Just let me, yes, ma'am. So just let me know when you get logged in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, we got this verification stuff. Hold on.
[AGENT][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] Here we go, just a second.
[AGENT][POSITIVE] Sure. Take your time.
[CUSTOMER][NEUTRAL] 571.
[CUSTOMER][NEUTRAL] 71.
[CUSTOMER][NEUTRAL] 727.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Verify.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] OK, so now I'm looking at the dashboard.
[AGENT][NEUTRAL] OK, so do you see out to the right, um, there should be a picture of a family, like a husband, wife, and a little girl.
[CUSTOMER][NEUTRAL] Um, wait, I'm sorry, I got it, well, I can skip my phone number because you already have it, right?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Verification.
[AGENT][NEUTRAL] I'm not sure on the new system, you can try that, um.
[CUSTOMER][NEUTRAL] All right, well, let me, let me do it then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have to do one more thing.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK, so now I'm at, uh, I guess the dashboard. No, I'm not I'm at, um, it brought me to uh.
[CUSTOMER][NEUTRAL] Would you like to review coverage details? No. Do you need access to your ID card? No, the only other option is.
[AGENT][NEUTRAL] OK. And, and then to the right, do you see a picture of like of a man and a little girl and a
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A lady, like a, yes, ma'am. So did you click there?
[CUSTOMER][NEUTRAL] Yeah, it says start a claim.
[CUSTOMER][NEUTRAL] I did. I will again.
[AGENT][NEUTRAL] OK, so try that.
[CUSTOMER][NEUTRAL] I did, and then I select traditional, right?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You have to do claim type.
[AGENT][NEUTRAL] OK. So yes, ma'am. I'm, yes, then I would say yes.
[CUSTOMER][NEUTRAL] Traditional
[CUSTOMER][NEUTRAL] Mhm next step.
[CUSTOMER][NEUTRAL] There's no choices here, just next step I guess.
[CUSTOMER][NEUTRAL] OK, next step.
[CUSTOMER][NEUTRAL] And here's where they want my name and this is where they don't go, let me get any further.
[CUSTOMER][NEUTRAL] They don't know my name.
[AGENT][NEUTRAL] So your name does not say, you do not see where it says um.
[AGENT][NEUTRAL] Uh, let's see, just a moment.
[AGENT][NEUTRAL] OK, does it not show like where you can select the claimant to choose your name?
[CUSTOMER][NEUTRAL] No, it did a long, long time ago yesterday when we first started, but it doesn't do it anymore.
[CUSTOMER][NEUTRAL] Just says please provide.
[AGENT][NEUTRAL] OK, it says please provide and then what does, what else does it have on the screen?
[CUSTOMER][NEUTRAL] If the claimant, the, the claimant name. It says select claimant but there's nothing to select from.
[AGENT][NEUTRAL] Alright, give me just
[CUSTOMER][NEUTRAL] You know they don't have a box or.
[AGENT][NEUTRAL] The climate.
[CUSTOMER][NEUTRAL] For an example or whatever.
[AGENT][NEUTRAL] There is no
[AGENT][NEUTRAL] OK, so it does say select claimant, but there's no box to do that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] There's a box but nothing drops out of it. Oh, I can do a Skype in it.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] It says select but it doesn't let me it's nothing to select.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] I understand, I'm so sorry about that.
[AGENT][POSITIVE] I'm so sorry. OK.
[CUSTOMER][NEGATIVE] And while we ready to do it yesterday, can't do it today. That's so annoying, huh.
[CUSTOMER][NEUTRAL] Anyway, uh, yeah, babe, I don't know.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So, again, it sounds like then I'm going, and what browser are you using on your internet? Is it Google Chrome? Is it Safari?
[CUSTOMER][NEUTRAL] Oh, I don't know.
[CUSTOMER][NEUTRAL] Uh, it's safari.
[AGENT][NEUTRAL] Safari.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let me.
[CUSTOMER][NEUTRAL] And that's on my um that's on my iPhone. So yesterday we went back and forth to the iPad and iPhone we got all this set up and I was able, as you see to do one document and then when I continued to try to do the others, it was gone.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And now yesterday, did you upload, were you able to do all that from your phone or did you have to do that from a computer or your iPad?
[CUSTOMER][NEUTRAL] No, I was either on my iPad or the computer.
[AGENT][NEUTRAL] OK, so have you tried that today? I'm just wondering if it's because it's from the cell phone, if it's from the cell phone, that may be part of the issue.
[CUSTOMER][NEUTRAL] Not today. I saw yesterday.
[AGENT][NEUTRAL] Ms. [PII], is it possible that you can try?
[CUSTOMER][POSITIVE] Yeah, we're gonna try it again.
[AGENT][NEUTRAL] And do that from your computer.
[CUSTOMER][NEUTRAL] Yeah, I'm on, I'm doing it as we speak.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm doing it right now.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh, now it let me select my named on it.
[CUSTOMER][NEUTRAL] It, it is.
[AGENT][NEUTRAL] I do. OK.
[CUSTOMER][NEUTRAL] Let's see, I think it's 91 is the medical policy. Do you know?
[CUSTOMER][NEUTRAL] CG 91.
[AGENT][NEUTRAL] Uh, your group critical illness? Yes, ma'am.
[CUSTOMER][NEUTRAL] It's the
[AGENT][NEUTRAL] It's the 227-1291. Uh-huh. Yes, ma'am.
[CUSTOMER][NEUTRAL] It's 1291.
[CUSTOMER][POSITIVE] OK, got it, next step.
[CUSTOMER][NEGATIVE] Drop files here, see, I couldn't get there for anything. OK, please hang with me while I try to do it.
[AGENT][NEUTRAL] So I think it's, sure, yes, ma'am. And I really think that it is due to the, trying to do it from your cell phone. A cellphone has some, some limited like most applications, unfortunately, online.
[CUSTOMER][NEUTRAL] When I was sleeping.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] The phone version versus the version you get on your computer is not quite as robust.
[CUSTOMER][NEUTRAL] Yeah, OK. So now.
[CUSTOMER][NEUTRAL] Oh, I can't have the little thing where I say.
[CUSTOMER][NEUTRAL] Send to
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Wait.
[CUSTOMER][NEGATIVE] Oh shit.
[CUSTOMER][NEGATIVE] Excuse me. Oh man, I hate it when things, things are popping in on you and mess you up.
[AGENT][POSITIVE] You're OK, you're OK.
[AGENT][POSITIVE] You're OK. I understand it's frustrating. I, I understand, trust me. No worries.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I'm here but I can't find like where to say send.
[CUSTOMER][NEUTRAL] Or share when I say shared cancel no.
[AGENT][NEUTRAL] OK, so it lets you.
[CUSTOMER][NEUTRAL] That's coming.
[AGENT][NEUTRAL] Select the claimant.
[CUSTOMER][NEUTRAL] I'm in. I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm at the files.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm at the documents to send to you.
[CUSTOMER][NEUTRAL] Um, on iCloud it's under a file there's 7 documents.
[CUSTOMER][NEGATIVE] And now there's no place to hit send or would that be shared maybe?
[AGENT][NEUTRAL] Try, I guess if do you have an option that says share, so you're able to see actually more Matamp here where you are now than I can see.
[CUSTOMER][NEUTRAL] I don't know what it would be.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, let's see what happens so I do that. No shared files. OK, so that's not it.
[CUSTOMER][NEUTRAL] Oh, what is the deal?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I don't know why it won't let me out.
[CUSTOMER][NEUTRAL] Where is it supposed to go?
[CUSTOMER][NEUTRAL] I might be close. Will you be able to see if I, I succeed?
[AGENT][POSITIVE] Oh yes, ma'am. Once, once you, yes, once you have successfully uploaded it, I should be able to see that. Yes, ma'am. Cause you should also get a confirmation letting you know that it's been successfully uploaded.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I just mean not to hang up till we see if I accomplished it. That's what I was talking.
[AGENT][POSITIVE] Oh, no, ma'am. We're good. No, I'm here to assist you as long as it takes.
[CUSTOMER][NEUTRAL] Prent search, open convert.
[CUSTOMER][POSITIVE] Open print up front thank God.
[CUSTOMER][NEUTRAL] Where do I hit send to you.
[CUSTOMER][NEUTRAL] OK, I hit send but I have no idea what might have been sent to you.
[AGENT][NEUTRAL] OK. So we'll just give it a moment and I may not actually be able to see the.
[AGENT][NEUTRAL] The the documents themselves yet, but we'll just
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I'm looking through some additional information, some notes that I have.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh maybe I had to do this let's see.
[CUSTOMER][NEUTRAL] OK, I got them selected.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEGATIVE] Thought that would have helped but it's not helping.
[CUSTOMER][NEUTRAL] I wanna send all of that how?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Where did I go a minute ago and found something forgot already.
[CUSTOMER][NEUTRAL] Let's see what this is.
[CUSTOMER][NEUTRAL] Keep downloaded, remove the iCloud.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I just don't know.
[AGENT][NEUTRAL] Trying to get to as far as you are with looking at my information, the stamp here. OK, so you had selected your, you let you select your name, your claimant.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it lets you check the box for which policy you were.
[AGENT][NEUTRAL] Doing right and let you click next step.
[CUSTOMER][NEGATIVE] Yeah, no.
[AGENT][NEUTRAL] OK. And you are able to select that.
[AGENT][NEUTRAL] OK, it says drag and drop your supporting documents into the window or click here to browse.
[AGENT][NEUTRAL] Your files.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So once you did that part as far as selecting your files.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you see like your little
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Um, document.
[AGENT][NEUTRAL] On that screen as far as like what claim documents?
[CUSTOMER][NEUTRAL] I see him and I've selected them all.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I um I'm selecting something called send copy.
[CUSTOMER][NEUTRAL] But I just don't know if it's actually going anywhere.
[AGENT][NEUTRAL] So you don't see anything that says upload or?
[AGENT][NEUTRAL] When you select your files.
[CUSTOMER][NEUTRAL] Well I already left there and I'm in the uh I'm in iCloud to select the documents you see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was, I was there and so I did that and then
[CUSTOMER][NEUTRAL] I went through the documents which are in iCloud on my iPad.
[CUSTOMER][NEUTRAL] And I selected them.
[CUSTOMER][NEUTRAL] And that's where I don't know if I'm succeeding in sending them to you or not.
[CUSTOMER][NEUTRAL] Guess we'll just have to wait to see if you get them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So once you've selected your files in your iCloud, then what are you doing next?
[CUSTOMER][NEUTRAL] So then, let me get out of it. Then I hit.
[CUSTOMER][NEUTRAL] I have AM public. There's the title of the the main, the file itself with the seven documents.
[AGENT][NEUTRAL] Yes ma'am, uh-huh.
[CUSTOMER][NEUTRAL] So then, uh, when it says AM public folder, there's a little
[CUSTOMER][NEUTRAL] Square box with the arrow pointing up, you know.
[CUSTOMER][NEUTRAL] Where you would normally select whatever printer or something.
[CUSTOMER][NEUTRAL] It's, it's in the it's next to the AM public file that I had created.
[CUSTOMER][NEUTRAL] And those documents are in there so then I select the little box with the arrow and my choice is collaborate.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Collaborate.
[AGENT][NEUTRAL] Um, that's the only choice you have?
[CUSTOMER][NEUTRAL] Let's see, I select this. Oh, and I collect that and that says send copy.
[CUSTOMER][NEUTRAL] To again in the AMP.
[CUSTOMER][NEUTRAL] File it says and I have send copy.
[CUSTOMER][NEUTRAL] I know it's hard to know because you can't see what I have. I understand.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Oh I see.
[CUSTOMER][NEUTRAL] I think we gotta just wait, I guess.
[CUSTOMER][NEUTRAL] And if I don't get anything in a couple of hours I'll call you back, uh, you think?
[AGENT][NEUTRAL] Cause I don't, well, I don't see it, so you're gonna have to make sure that it gets uploaded where you can see in your online service center profile in that area where you want.
[CUSTOMER][NEUTRAL] OK, I'm gonna back out of this.
[AGENT][NEUTRAL] To upload files, you're either gonna have to like right click on those files.
[CUSTOMER][NEUTRAL] Oh wait, upload files, wait, wait, wait, wait, wait, I found the place.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. That's where you're gonna need to go.
[CUSTOMER][NEUTRAL] 12345. It's only 5.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh God, how can you determine which ones are you not?
[CUSTOMER][NEUTRAL] Oh, OK, drop files here.
[CUSTOMER][NEUTRAL] OK, so I'm gonna go back.
[CUSTOMER][NEUTRAL] Choose files. I don't know which they have and which they don't, so I'll have to go. I'll get many things.
[CUSTOMER][NEUTRAL] And now I'm gonna do open.
[CUSTOMER][NEUTRAL] And I'm gonna say
[CUSTOMER][NEUTRAL] Well no it didn't drop. Why didn't it drop?
[CUSTOMER][POSITIVE] OK, OK, oh [PII], I think we got many of them.
[CUSTOMER][NEUTRAL] Uh, so I hit submit.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] They're gonna have a lot of copies. I'm sorry.
[CUSTOMER][NEUTRAL] And we're waiting on that.
[CUSTOMER][NEUTRAL] Please confirm information is correct before submitting. Yes, it's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, it's working on I think we're gonna have completed it succeeded I should say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, we'll get once, once you, have you received that yet?
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] The confirmation saying it was received? OK.
[CUSTOMER][NEUTRAL] No, it's still submitted.
[CUSTOMER][NEUTRAL] Not yet.
[CUSTOMER][NEUTRAL] Almost
[CUSTOMER][NEUTRAL] Should happen soon.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you get that notification, I should be able to rece uh refresh my screen and fingers crossed that we'll be able to see that, Ms. [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Taking a long time because you're getting so many copies apparently.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. That's fine.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, claims is successfully submitted categories correct. Everything's correct. Now it says download what? Please allow 24 hours for your claims to appear in the claims grid in order to check your claim status.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there are two choices return or download. What, what do I want?
[AGENT][NEUTRAL] Um, I'm gonna say click, just click download.
[AGENT][NEUTRAL] OK, just, let's, let's just try that one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it says do you want to download blah blah blah blah blah confirmation.
[CUSTOMER][NEGATIVE] Unsecured
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes. I would say, does it give you an option to say yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or just, yeah, just download then. Mhm.
[CUSTOMER][NEUTRAL] Just a download.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I guess it's downloading. I can't tell nothing's happening.
[AGENT][NEUTRAL] OK. It's gonna take it just a little bit of time, so we'll just, we'll just wait and give it a few minutes to let it.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] Try to do that and um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And the other option is gonna be return.
[CUSTOMER][NEUTRAL] Uh yeah, no, that's not yet.
[AGENT][NEUTRAL] Right. And the return, yeah, once it's been download, once you've clicked that download and everything, um,
[AGENT][NEUTRAL] Then yes you would just either click return which would take you back to your dashboard or if you needed to upload additional information at that point you would click on the, you know, file another claim.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I don't know how we're gonna know. There's nothing.
[AGENT][NEUTRAL] Yeah, give me
[AGENT][NEGATIVE] And with the new portal, it may take a little bit longer for me to be able to see it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So I do see that we did get.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] So yes, ma'am. I can see that something was just that I can't see all of the documents, you know, like I was saying to give it 24 hours, but I can see that we did just receive an upload on this policy.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, perfect. All right, well, I think we succeeded thanks to your help.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, you're very welcome. I'm glad I was able to help you this morning. So is there
[CUSTOMER][POSITIVE] You are and you're very patient. I appreciate your patience.
[AGENT][POSITIVE] Oh. Well, you're welcome. You know, you're welcome. We're here to help you in any way that we can, Miss [PII]. So is there anything else that I can help you with at the moment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that was it, honey. I wanted to get them all that information.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So that's perfect. That's it.
[AGENT][POSITIVE] All right, well then, uh thank you again for calling APL. It was certainly my pleasure in speaking to you today and I hope that you have a wonderful day.
[CUSTOMER][NEUTRAL] OK, same to you, honey bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK, I'm gonna log out.
[CUSTOMER][NEUTRAL] OK.