AccountId: 011433970860
ContactId: 7f419f3d-fd38-4c1e-8f57-5b3802175ac5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477700 ms
Total Talk Time (AGENT): 139378 ms
Total Talk Time (CUSTOMER): 198886 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/7f419f3d-fd38-4c1e-8f57-5b3802175ac5_20250331T15:57_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So hi, my name is [PII]. Um, we have been, my dad has a cancer policy with you guys and we've been trying to upload, um, some of his documentation and we've been having trouble with the system, um.
[CUSTOMER][NEGATIVE] I think we've been trying over the course of the last week and we can't get it to work.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. And um may I have the policy number?
[CUSTOMER][NEUTRAL] 590839
[AGENT][NEUTRAL] OK. Thank you, one moment.
[AGENT][NEUTRAL] OK. Uh, and what is the name on the policy?
[CUSTOMER][NEUTRAL] The name on the policy is [PII] and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you try to upload it, what is it telling you?
[CUSTOMER][NEGATIVE] You get an error uh it takes a while like it'll it'll say submitting for a while and then it says there's a problem with our error there's a problem with our system and I've tried it on my phone and laptop and my sister has tried it on her phone and laptop and we cannot get them to submit for whatever reason.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] How many pages?
[CUSTOMER][NEUTRAL] It's only one that that I think, well, and I guess can you tell me if there was, I think there was an uploaded document that should have been received like a week ago.
[CUSTOMER][NEGATIVE] And then there's a 2nd document and it's only one page that's why we're really confused.
[CUSTOMER][NEUTRAL] And we've tried it in like various forms because it it was uh it was a PDF and so my sister tried just taking a picture of it and submitting it that way and it um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] It didn't work either.
[AGENT][NEGATIVE] Yeah, and the picture is a little bit, it's a larger file, so sometimes the picture will not go through, especially if you try to do it through the phone. It, it's just not gonna work. Um.
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] Yeah, and like a PDF so like I'm, I'm, I'm gonna try to submit it and it'll probably work just because I'm on the phone with you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Maybe
[CUSTOMER][NEGATIVE] Um, I know, but we both tried a couple of different ways and for whatever reason, it will not work.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, see, it's submitting right now.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So I don't know if you have any suggestions or if there's and and can you tell me if there was one if there was a submission that went through on the [PII]?
[AGENT][NEUTRAL] Um, let me check on that. I'm trying to, I'm sorry, go ahead. Mhm.
[CUSTOMER][NEUTRAL] I think it
[CUSTOMER][NEUTRAL] Uh, no, no, go ahead. No, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it's fine. Uh, I was trying to look for the authorization first. Um, bear with me just a second. I'm trying to find the authorization so I can release the information to you, OK?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'm so sorry, there's a lot of stuff in this file, so bear with me just a minute.
[CUSTOMER][NEUTRAL] Oh yeah,
[CUSTOMER][NEUTRAL] No problem. I'm just waiting to see if this one will work. It still says submitting so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] I think I'll be able to tell you exactly what the error says.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Do you know when the authorization was sent over to us?
[CUSTOMER][NEUTRAL] Uh, no, I'm sorry, I don't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me check the notes again.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And for some reason I'm not finding that authorization form. In order for me to, to release any information, I'm gonna need that authorization form.
[CUSTOMER][NEUTRAL] Gotcha. OK. And um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me ask you this because I, I don't think you need an authorization to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, maybe other than uploading it, I'm guessing the only thing other.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Choices would be mail or fact.
[AGENT][POSITIVE] Yes, that's correct. Mhm.
[CUSTOMER][NEUTRAL] The what what's the fax number? Let me try. I'm gonna try that.
[AGENT][NEUTRAL] OK, sure. Yes. The fax number is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] and let me ask you this as far as an authorization form just so just to, I, I thought there was one but maybe there's not um is there an authorization form on the website that I can access and sign?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes. Mhm. Yes, you can go to our homepage at [PII].
[CUSTOMER][NEUTRAL] Probably have to fax that to.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you click on claims and forms and it's going to be under authorization to disclose information.
[CUSTOMER][POSITIVE] Got you. OK, I will just do another one, probably be easier and um I'll try fasting this and we'll see, we'll see if it works that way.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, but usually if, if we did receive uh something, you get a confirmation number and if you get that confirmation number, it means that it went through uh.
[CUSTOMER][NEUTRAL] Yeah, like that, so that one obviously went throug[PII] for whatever reason this one will not go through. OK, well, I'm gonna try, um, I'll try fax, and if nothing else I'll put it in snail mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, I'm sorry. Is there anything else I'm happy with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, we're good. I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah. You're welcome and have a good day. Thank you for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh.