AccountId: 011433970860
ContactId: 76277c05-2a7f-4aa1-8e7c-24b02b64f3ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1766079 ms
Total Talk Time (AGENT): 277367 ms
Total Talk Time (CUSTOMER): 924050 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/76277c05-2a7f-4aa1-8e7c-24b02b64f3ce_20250502T18:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII], and I was getting ready to file a claim. In the meantime, I try to put my information in to do it online and uh it says there's no.
[CUSTOMER][NEGATIVE] Can't find my information.
[AGENT][NEUTRAL] Hm, OK, sure.
[CUSTOMER][NEGATIVE] So I don't know what I'm doing wrong.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm doing something wrong. I just don't know what.
[AGENT][POSITIVE] No worries, so we can figure it out here.
[CUSTOMER][NEUTRAL] It's OK. My scanner's not.
[CUSTOMER][POSITIVE] My scanner is not working on my printer. I started doing this a couple of days ago. And uh [PII] is the rep that I deal with. And he said, oh, I sent you all the information so you'd be able to do it with no problems. I gave you the instructions, I gave you a copy of your card, I gave you everything.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I didn't want to call him and tell him, and I can't get my printer to scan.
[AGENT][NEUTRAL] OK, so I mean, if you don't wanna do it online with uh, you know, scanning the document, you can always fax it or mail it, but I'm happy to help you troubleshoot online if you wanna try that.
[CUSTOMER][NEUTRAL] Um, right, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I'd like to try that, only because I have
[CUSTOMER][NEUTRAL] This is how to go really crazy. Everything has gone cockeyed this week. I, I, that's the only way to describe it.
[CUSTOMER][NEUTRAL] I have some, uh, yeah, medical, medical.
[CUSTOMER][NEGATIVE] Well, what do I say? It went into Blue Cross Blue Shield. They denied it, saying it should have gone to Aetna instead of to them.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And so they sent me paper versions of the explanation of benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's what I was trying to scan in. I said because they sent it to me in paper.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And it's like, and I'm looking because there's, there were like 2 or 3 appointments that I went to, and
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They're, they're, what do I say? Everything went to Blue Cross Blue Shield because it was all done at Memorial Hospital. And I, you know, I gave them both cards. I gave them my Blue Cross Blue Shield and the APL card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The hospital has put nothing into APL that could have been, at least I believe it could have been should have been. But anyway, so they've all come back denied, and one of the bills is $5000 for testing that was done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I'm looking at it, and I'm, I'm saying there's gotta be some portion of it.
[CUSTOMER][NEUTRAL] That one of the insurance companies should cover. I, I, I, I know [PII] said to me, I think there's a $300 limit or something like that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] But $300 off of $5000 is still better than nothing.
[AGENT][NEUTRAL] Right. OK. Well, let's
[CUSTOMER][NEUTRAL] And I, and I can't.
[CUSTOMER][NEUTRAL] And and nothing's working, let's put it that way.
[AGENT][NEUTRAL] OK. Well, let's start with your policy number. Do you have that?
[CUSTOMER][NEUTRAL] Uh, I
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, well, if I'm looking, you don't mean the group number, it's at the bottom where it says in hospitals benefit er number and outpatient number.
[AGENT][POSITIVE] You can give, yeah.
[AGENT][NEUTRAL] Yeah, you can give me that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well it's 0247.
[CUSTOMER][NEUTRAL] 3033 ML 8
[CUSTOMER][NEUTRAL] And I had put my social security number and I hadn't put that in. Maybe that'll make a difference.
[AGENT][NEUTRAL] OK, [PII]. I've got you pulled up here. Now, if you could verify with me uh your date of birth and then address.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um just the address [PII].
[AGENT][NEUTRAL] And then what should we have on file for an email?
[CUSTOMER][NEUTRAL] I'm not OK. I'm not sure, but I've tried both, uh, gs [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have that one. We have a Bell [PII] one.
[CUSTOMER][NEUTRAL] 00, OK, that's why. Um, it should be.
[CUSTOMER][NEUTRAL] Cause we don't have the BellSouth account. Well, we don't have the BellSouth email anymore. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No after [PII] put in it uh 02.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] And then it, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so let me update that now.
[CUSTOMER][NEUTRAL] That's why it wasn't.
[AGENT][NEUTRAL] Now it does look like [PII] you've actually logged in before so you already have a user name.
[CUSTOMER][NEUTRAL] I do. I don't know what it is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know if [PII] did that for you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know. What, what's the username?
[AGENT][NEUTRAL] So the username is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then a [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then an [PII]
[AGENT][NEUTRAL] And then an [PII].
[CUSTOMER][NEUTRAL] Probably.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So [PII] and it's all lowercase.
[CUSTOMER][NEUTRAL] OK, and that was the user name.
[AGENT][NEUTRAL] Yeah that's the user name so if um we're unsure on the uh password try just going to our site and doing a reset password. I've updated the emails so it should show the Yahoo address now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh, not yet.
[CUSTOMER][NEUTRAL] Still saying
[CUSTOMER][NEGATIVE] No user was bound.
[CUSTOMER][NEUTRAL] Um hm.
[CUSTOMER][NEUTRAL] I'm wondering if I have to kind of go backwards and go forward again.
[CUSTOMER][NEUTRAL] Instead of just trying to get it.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Are you on the login option instead of new user?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm on the new user.
[AGENT][NEUTRAL] You need to go to, yeah, you need to go to log in.
[CUSTOMER][NEUTRAL] Should I go to log in?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then down below submit, click that forgot or reset password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK user name I can now put in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then go next.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] OK, if I choose the delivery method for your verification, OK, it's gonna be mobile phone.
[CUSTOMER][NEUTRAL] And we send that.
[CUSTOMER][NEUTRAL] And the verification code you received.
[CUSTOMER][NEUTRAL] Let me see if.
[CUSTOMER][NEUTRAL] I think put it there.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] OK new password, yay.
[CUSTOMER][NEUTRAL] All I do is think of something.
[CUSTOMER][NEUTRAL] And you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] I have been home since [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I have
[CUSTOMER][NEUTRAL] I've been on leave.
[CUSTOMER][NEGATIVE] Oh, I don't believe.
[CUSTOMER][POSITIVE] You're gonna laugh at what just came up.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Password must differ from the last 6 passwords by at least 1 character. They cannot contain the username.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It didn't contain the username, but I must have used it before.
[AGENT][NEUTRAL] Yeah, maybe.
[CUSTOMER][NEUTRAL] That's a password.
[AGENT][NEUTRAL] Maybe just try adding a different character to it or something.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] Well, the funny thing was, I, I did, cause this is not something, well, I've been home since [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My son has been helping me with bills and whatnot, you know, I said I will ultimately retire, but I'm not there yet.
[CUSTOMER][NEGATIVE] I'm just out on sick leave at this point. And it's driving me nuts. I'm, I'm using my older computer, which is slower.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And, and of course, I'm having all these problems because I can't.
[CUSTOMER][NEGATIVE] Can't get it to work.
[CUSTOMER][NEUTRAL] Um, let me see, I gotta come up with a different.
[CUSTOMER][NEUTRAL] Yeah, passport.
[CUSTOMER][NEUTRAL] Let's see that likes this 10.
[CUSTOMER][NEUTRAL] Yeah, every time I type something in.
[CUSTOMER][NEGATIVE] It was an error with your input.
[CUSTOMER][NEGATIVE] It's different from, come on, it's sad.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] Just put something in. I didn't think I'd used before.
[CUSTOMER][NEUTRAL] And it's telling me I've used this too.
[CUSTOMER][NEGATIVE] I, I think it's just giving me a hard time period.
[AGENT][NEUTRAL] Try just doing [PII] with an exclamation point at the end and do a capital A for APL.
[CUSTOMER][NEUTRAL] OK, let's try that, OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If that works.
[CUSTOMER][POSITIVE] It likes that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, I'm gonna save it for now.
[CUSTOMER][NEUTRAL] This password will be saved in your Google account after you sign in sign into Chrome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not your you just sign in privately, OK, email or phone.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] As soon as I did the [PII], it says couldn't find your Google account.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm on my, I'm, I'm on my old computer. I, I will say that.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Why couldn't you find the account?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's like
[CUSTOMER][POSITIVE] She likes that.
[CUSTOMER][NEUTRAL] I put my phone number in now it says enter your password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So let's see.
[CUSTOMER][NEGATIVE] Wrong password try again or click forgot password to reset it.
[CUSTOMER][NEUTRAL] Is it just me or do other people have these problems?
[AGENT][NEUTRAL] I mean I feel like if you're using the APL [PII], it should be working. You're putting in the username I gave you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Enter your password.
[CUSTOMER][NEUTRAL] I put the APL.
[AGENT][NEUTRAL] They capital A at the beginning.
[CUSTOMER][NEUTRAL] Password.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] An exclamation point at the end.
[CUSTOMER][NEUTRAL] OK, an email with the verification code was just sent to.
[CUSTOMER][NEUTRAL] Yes, green burger, yeah, so.
[CUSTOMER][NEUTRAL] OK. Let me see if I can find it on my phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't like
[CUSTOMER][NEUTRAL] You can update your password now if you forgot it.
[AGENT][NEUTRAL] Hopefully, you can just go back to the site and it should log you in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It says create a strong password that you don't use for other websites and then confirm that.
[CUSTOMER][NEUTRAL] I, I, I, I don't know. I was using everything I could think of that I didn't think I'd used before.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me try this and see if this works.
[CUSTOMER][NEGATIVE] Oh, come on.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] The password.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] After changing the device you are now on.
[CUSTOMER][NEUTRAL] My phone and my computer, it says
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It let me save the password. I hope it's going to work now. So, what happens now?
[CUSTOMER][NEUTRAL] So they signed in on these devices after changing your password.
[CUSTOMER][NEUTRAL] Which I did.
[CUSTOMER][POSITIVE] And I saved it.
[AGENT][NEUTRAL] So yeah, we.
[CUSTOMER][NEUTRAL] Now what do I do next?
[AGENT][NEUTRAL] Are you logged in? Do you see like your policy or have you gotten signed in yet?
[CUSTOMER][NEGATIVE] Evidently not.
[AGENT][NEUTRAL] So then I would go.
[CUSTOMER][NEUTRAL] It's just like
[AGENT][NEUTRAL] Back to the login option and put in the username and what the new password is you just created to see if it'll let you in.
[CUSTOMER][NEUTRAL] What do I have to
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'll go where it says log in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I see the show.
[CUSTOMER][NEGATIVE] No, it's showing me the APL password. It's not showing what I just put in.
[CUSTOMER][NEUTRAL] But if I
[AGENT][NEGATIVE] Yeah, just delete it and put in the new one.
[CUSTOMER][NEUTRAL] Let's see if
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Invalid user name or password.
[CUSTOMER][NEUTRAL] Uh, let me try typing it again.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I put in the new password.
[CUSTOMER][NEGATIVE] Not accepting it accepted it as far as saving it, but now it's saying invalid user name or password.
[CUSTOMER][POSITIVE] And it liked it 5 minutes ago.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] It came up with the APL.
[CUSTOMER][NEUTRAL] Pass or yeah, password in it.
[AGENT][NEUTRAL] OK, so in the past, yeah, put the APL one in because that worked it let me in.
[CUSTOMER][NEUTRAL] I wanna see it. I'm gonna put that in again and see if that's what.
[CUSTOMER][NEUTRAL] Right, let me see if it's gonna let me in now.
[CUSTOMER][NEUTRAL] Yeah, it's loading.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So it liked that when it didn't.
[CUSTOMER][NEUTRAL] Uh, it was your claim status update.
[CUSTOMER][NEUTRAL] To your 10 digit phone number to receive updates.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe it's
[CUSTOMER][NEUTRAL] OK, just put my cell phone number in.
[CUSTOMER][NEUTRAL] And hit verify.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, let me find the code.
[CUSTOMER][NEGATIVE] OK. Oh, come on.
[CUSTOMER][NEUTRAL] Confirming that.
[CUSTOMER][NEUTRAL] Please check your messages and try again. It said I entered the wrong.
[AGENT][NEUTRAL] Can you just X out of the pop up?
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Can you just X out of it?
[CUSTOMER][NEUTRAL] I just, I just um.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I'm just looking if it let me it just.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] The code you entered was incorrect.
[CUSTOMER][NEGATIVE] I don't know why it was incorrect.
[CUSTOMER][NEUTRAL] Let me hit reset code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's try this now.
[CUSTOMER][NEUTRAL] OK, I'm in.
[CUSTOMER][NEUTRAL] Subscribe to text message notifications. OK, I'm in.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] You should see a green button that says upload files.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And uh, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So when you click on that, that's where you're gonna do your claim under claimant you would select who it is so if it's gonna be for you then collect your name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then you're gonna click your policy, you're gonna click the one that's active, of course, not the last one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Click next.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, wait a minute, I'm trying to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Now you should see something down at the very bottom when you get to step 2 that says upload files, select files, it's a gray button.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's where you will upload.
[AGENT][NEUTRAL] Your documentation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like wild. OK.
[CUSTOMER][POSITIVE] Question for you, just, OK, I saved.
[CUSTOMER][NEUTRAL] A few things.
[CUSTOMER][NEUTRAL] On the computer. I still haven't figured out how I'm gonna get this one that I have to scan in, but that'll over the next day or two work I know.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But can I put
[CUSTOMER][NEUTRAL] Like one picture of the card, one picture of the form that goes with the claim.
[CUSTOMER][NEUTRAL] And then put in more than one explanation of benefits.
[CUSTOMER][NEUTRAL] After that, or does each one have to be a separate?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What I guess what I'm asking is if I can attach more than one.
[AGENT][NEUTRAL] You can, so yeah, all you need is the claim form.
[CUSTOMER][NEUTRAL] Claim.
[AGENT][NEUTRAL] The itemized bill.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] For the date of service and then your explanation of benefits.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][POSITIVE] I'm gonna try it. I am gonna put it, let's put it this way.
[CUSTOMER][NEUTRAL] I, I just still wanna get the one from Aetna in there. I just haven't figured out how it's gonna work, but anyway.
[CUSTOMER][NEUTRAL] I can have, I'm hoping I can have my son bring the other computer over over the weekend. If I can't get this one to work by the time he gets home from work, anyway.
[AGENT][NEUTRAL] Yeah, or have some yeah, or you can have somebody else do it for you um that you know um can upload it for you but that's how you would do it is there.
[CUSTOMER][NEUTRAL] I can't
[CUSTOMER][NEUTRAL] OK. Well, I'm going to put a bunch of them in this afternoon because part of what I, part of what I found is these claims that are now with Aetna had been with Memorial first, and Memorial put the reason they denied it, saying it belongs to Aetna.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now I have the Aetna form.
[CUSTOMER][NEUTRAL] From them, but I can't.
[CUSTOMER][NEGATIVE] I can't get it to download.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What do you call it? I, I said to my son on the phone.
[CUSTOMER][NEUTRAL] Um, are you having, you know, why are you having so much trouble? I said, I literally.
[CUSTOMER][NEUTRAL] the, I bought the printer that I have now during COVID when I was working from home.
[CUSTOMER][NEUTRAL] And I know I've scanned on it before, but I had to go to Hewlett-Packard website, download the, you know, software from them.
[CUSTOMER][NEUTRAL] So that I could scan on it. And I said, I even used the old computer at that time because
[CUSTOMER][NEUTRAL] I, the school hadn't given me a laptop. I had to use my personal one when I was working from home.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I said, I had everything working.
[CUSTOMER][NEUTRAL] And I said, now, it's what, 2 years later, 3 years later.
[CUSTOMER][NEGATIVE] I'm trying to use it again. It's not working. So I, I went back to Hewlett Packard. I downloaded the thing all over again, and it's recognizing my Wi Fi, it's recognizing everything, but it won't scan the papers as soon as I put them in. I put them on the printer and it, it goes nowhere.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm like, I, I finally get desperate enough that I said, I'm just going on the internet and I'm gonna find something that says easy scan.
[CUSTOMER][NEUTRAL] Could it be any easier than that? No, won't put the scanning stuff up on the printer.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And I said, I've played with so many different combinations, and they're not working. Anyway, well, thank you for all your help. You've been very patient.
[AGENT][POSITIVE] Yeah, no, not a problem.
[CUSTOMER][NEUTRAL] I, I.
[CUSTOMER][NEUTRAL] I, I, I'm at the point, I said, you know, I've had this insurance for, I don't know how many years now.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I, the last time I tried to put some submit something was when my husband had been in the hospital.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] It covered nothing. It was 9 days in the hospital. Couldn't find one thing that you would cover that Blue Cross hadn't covered.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And I'm like, with this right now, my son said to me, put the claims in.
[CUSTOMER][NEUTRAL] [PII] swears by this insurance.
[CUSTOMER][NEUTRAL] And we've known [PII] for 20 plus years already. And I said,
[CUSTOMER][NEUTRAL] I'm gonna try it again.
[CUSTOMER][NEUTRAL] Anyway, so what happens? I can't get this thing to scan in. Oh well, that's my next problem to solve, but
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Well, yeah, if you, when you, yeah, not a problem. And if, when you get to that step, if you need any more help, just let us know, OK?
[CUSTOMER][POSITIVE] I appreciate your help.
[CUSTOMER][POSITIVE] OK, thank you. Have a good weekend.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.