AccountId: 011433970860
ContactId: 788c470c-1ed0-4ae9-850f-6223c028cbb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 551419 ms
Total Talk Time (AGENT): 227165 ms
Total Talk Time (CUSTOMER): 205584 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/788c470c-1ed0-4ae9-850f-6223c028cbb7_20250310T19:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling about my claim.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] I sent in my
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] No, no, go ahead.
[CUSTOMER][NEUTRAL] I, I, I, I sent him a claim a few days ago, I think about 6 days ago.
[CUSTOMER][NEUTRAL] And uh they uh uh just a few minutes ago they call and tell me that they now received the total part of the the claim the uh application so I just resend it so I want you to please check and see if you get the complete.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] part that I sent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can definitely check and see if it's here for you and Mr. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, my phone number is [PII].
[CUSTOMER][NEUTRAL] And my
[CUSTOMER][NEUTRAL] My uh
[CUSTOMER][NEUTRAL] What, what, what else you need know the policy number?
[AGENT][NEUTRAL] Your policy number mhm.
[CUSTOMER][NEUTRAL] OK, the policy number is 02432636.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, now I have you here. I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My email address is uh [PII]. My home address is [PII]. zip is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment. I do see where something came in. Let me see if I can get it. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And I see it, but, and I see all of it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] How did you um send this in?
[CUSTOMER][NEUTRAL] He said it in a
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, what do you call it now.
[CUSTOMER][NEUTRAL] PDF
[AGENT][NEUTRAL] OK, let me see if I zoom it out. OK, no, that's the actual. The reason I'm asking is because it's like the font is really, really big, so it's like a corner of the page. I thought it was like zoomed out to where it was really big or zoomed in, but it's not. This is actually how it came over. It's not the complete page, like you can see.
[AGENT][NEUTRAL] APL at the top and then I see physicians first and physician first and and then like it's cut off.
[AGENT][NEUTRAL] On all 8 pages.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] And then it might be hard to zoom in or what?
[AGENT][NEGATIVE] No, you need to make it smaller. It's really, really big.
[CUSTOMER][NEGATIVE] OK, it's too, it's too big. That's why it's not, it's not coming up.
[AGENT][NEGATIVE] Right, so it's like, I don't even, this is like a corner of each page.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hold on one minute. I'll call my daughter. Let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, she said she, she received it, but then.
[CUSTOMER][NEUTRAL] It, it, how it is it not, could you explain it to her, please?
[AGENT][NEUTRAL] Sure, um, OK, so we received the documents that you all sent over, but it looks, it's like really big, like I, I thought at first it was Zoom, so I tried to make it smaller, but that's how the actual image came over. It's like a corner of the page because it's so big.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And it doesn't show like that, as I send it on the mail.
[AGENT][NEUTRAL] Um, like I tried to zoom out to like make it smaller thinking I, I thought maybe it was just, it just came in big, so I made it like 14% and it's that's actually how the page is. It's not a full page.
[CUSTOMER][NEUTRAL] Yeah, I'll see right now.
[AGENT][NEUTRAL] Say that one more time, the phone went in and out.
[CUSTOMER][NEUTRAL] I forward it to
[CUSTOMER][NEUTRAL] I'll check it out right now. I forward it to my email so I can see if it shows like that.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] My phone.
[CUSTOMER][NEGATIVE] On my phone, it doesn't show like that.
[AGENT][NEUTRAL] Are you sending it on the phone as well?
[CUSTOMER][NEUTRAL] Yeah, I'm sending it from my dad's phone to my email, and it's, it's not showing like it's zoom in. It's the normal form, like the way you send it first.
[AGENT][NEUTRAL] Right, I'm asking like when you uploaded it to submit it, was it on the phone?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] The reason I'm asking is because the um our app isn't compatible with the phones yet, so that's why it's glitching like that. If you um
[CUSTOMER][NEUTRAL] laptop.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But you can still resubmit it. Do you have like a laptop?
[CUSTOMER][NEUTRAL] Yeah, I do have a laptop. I had to send it to my phone so he could have signed it, cause I, I couldn't get it signed from the laptop. So I sent it from the, I fill in all the stuff from the laptop, then send it to my
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So my email
[CUSTOMER][NEUTRAL] Alright, so his email then I made him sign it, then I forward it to you.
[AGENT][NEUTRAL] OK, so the signed copies that you have upload them the same way, but on the desktop and it hopefully it won't give you any issues.
[AGENT][NEUTRAL] Because it
[CUSTOMER][POSITIVE] But we did that the first time also and it wasn't a problem with it, that's the same way we signed it the first time that he sent it in.
[AGENT][NEUTRAL] You're saying the same way you sent it this time is the way you sent it the first time?
[CUSTOMER][NEGATIVE] Yeah, the 1st, 1st time that he did it, when he, when he applied for it, he, that's the thing that we did it on, because when, when I type it in try typing for him to sign, it doesn't open.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That that where he has to sign doesn't open so then that's why I have to download an app where he could have signed, put his signature on it, then save it, then forward it to this email.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Right, I understand what you're saying. So I'm saying the email that you forwarded after he signed it and you forward it back to yourself?
[AGENT][NEUTRAL] Whoever, whoever has the signed copy, I'm just saying those documents, you can upload those same documents again onto the online service center, just do it from wherever the signed copies are, but on a desktop.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Because it's the fact that it's being uploaded from your cell phone, so it's glitching cause it's not compatible with mobile devices yet, our app.
[AGENT][NEUTRAL] Our website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So hopefully, I'm hoping if you um that same email just uploaded from
[AGENT][NEUTRAL] That that email that has the signed documents and on a desktop and hopefully that will that'll change it because it, I mean, I see, I know it's the claim form, it's just not the full page.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if it's showing up correctly in your email, then we should try it on the desktop because that's probably the only reason it's glitching.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll try it right now
[CUSTOMER][POSITIVE] Alright thanks
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK OK then let me get a call back and then.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, that would be all for now.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] OK, thank you. You're welcome.
[AGENT][POSITIVE] You're welcome. Bye bye.