AccountId: 011433970860
ContactId: 8a6430b1-4228-4db8-a8ba-94db5e0163c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327220 ms
Total Talk Time (AGENT): 95125 ms
Total Talk Time (CUSTOMER): 143160 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/8a6430b1-4228-4db8-a8ba-94db5e0163c3_20250502T20:12_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I called just a few minutes ago and I was on the phone for about 25 minutes and uh I can't get my stuff to submit for cancer claim.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] And tells
[CUSTOMER][NEUTRAL] Oh, let me get back. Hang on just a second. Uh yes, I do. It is.
[CUSTOMER][NEUTRAL] 256-767-6
[AGENT][NEUTRAL] OK, and then are you trying to do that on the portal?
[CUSTOMER][NEGATIVE] Yes I am and I have two sets and it's broken down because of the fact that it was over 20 megabytes and we broke it down and one of them is 10 megabytes and the other one is 17 and I can't get either one of them to go through.
[CUSTOMER][NEUTRAL] To upload.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, would you be able to break them down maybe again in half?
[AGENT][NEUTRAL] So and I guess 4.
[CUSTOMER][NEUTRAL] Uh, yeah, we can try to break them down again. It's just gonna be how do we upload them at that time.
[CUSTOMER][NEUTRAL] It's 56 pages right now.
[CUSTOMER][NEUTRAL] And two different
[AGENT][NEUTRAL] Uh no, I think there's probably a page limit, but I'm not sure what it is. Let me see.
[CUSTOMER][NEUTRAL] Well it just says a limit of 20 megabytes and the young lady that I spoke with little girl said, call us back if you can't get it to go through and we'll contact our IT department. I'm like, I don't know, uh.
[CUSTOMER][NEGATIVE] I can't send it one at a time, honey.
[AGENT][NEUTRAL] No, no, I
[CUSTOMER][NEGATIVE] We can't send it one at a time.
[AGENT][NEUTRAL] Right, no, I wouldn't expect to send it one at a time. Um, let's see.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] And is that like a PDF document?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, it can't, it
[CUSTOMER][NEGATIVE] And I don't want to pay for it to be mailed because it'll cut me out the cost me out the butt.
[AGENT][NEUTRAL] Are you using Internet Explorer?
[CUSTOMER][NEUTRAL] No, we're using Google Chrome.
[AGENT][NEUTRAL] That's 5 mils for that. Um.
[AGENT][NEUTRAL] Or megabytes, sorry.
[AGENT][NEUTRAL] Mm, let's see.
[AGENT][NEUTRAL] OK, so you said one is 1010 megabytes and one is 17 megabytes, is that right?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I'll have to send in a um ticket to our IT department to see what's going on and you are using Google Chrome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I've tried it on my Samsung which uh is a Windows and then we've got it on the Mac right now and it's still not going, it still won't go through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what's a good callback number, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I get
[CUSTOMER][NEUTRAL] I didn't have this trouble with the last thing that we sent in.
[AGENT][NEUTRAL] OK, was it also like a similar size?
[CUSTOMER][NEGATIVE] Uh, no, they were smaller, much smaller.
[CUSTOMER][NEUTRAL] Because this has all of his uh.
[CUSTOMER][NEUTRAL] Well, this has this pathology reports and the cancer reports, everything.
[AGENT][NEUTRAL] And that's for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me put in a ticket to our support team um we may not be able to get it resolved since it's Friday today, but, um, is this a good number to reach you on Monday?
[CUSTOMER][POSITIVE] Yes, this is a great number to reach me on Monday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me put a ticket in and will you tell me what's, what is the error that it says?
[CUSTOMER][NEUTRAL] It just says uh to call you guys, it says oops we can't, well, it'll shoot back up here in a minute it's
[CUSTOMER][NEUTRAL] It has its moments when it does this, so.
[CUSTOMER][NEUTRAL] Um, I have to wait for it to try to.
[CUSTOMER][NEGATIVE] Send me that error again.
[AGENT][NEUTRAL] OK, but it says something along the lines, call you, OK, call us, yeah.
[CUSTOMER][NEUTRAL] It just tells me to call this number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, I'll include all this information um to our IT department and send in a ticket and then we'll see um what we can get resolved on that.
[CUSTOMER][NEGATIVE] I should have taken a picture of it.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] All right. That sounds good.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][POSITIVE] All right thank you bye bye.