AccountId: 011433970860
ContactId: 9149cf11-8a93-4dc4-b85b-d9a9fe51b0bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1828239 ms
Total Talk Time (AGENT): 744271 ms
Total Talk Time (CUSTOMER): 608906 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/9149cf11-8a93-4dc4-b85b-d9a9fe51b0bd_20250317T20:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, I spoke with someone earlier and they about sending you a.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] A check
[CUSTOMER][NEUTRAL] So that I could have a bank draft made every quarter.
[CUSTOMER][NEUTRAL] And that they told me to.
[CUSTOMER][NEUTRAL] Save it to my computer.
[CUSTOMER][NEUTRAL] And send it as a reply?
[CUSTOMER][NEUTRAL] After I filled out the form.
[CUSTOMER][NEUTRAL] But I'm not very tech savvy. I got it all filled out and I clicked on say that.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And it gave me a file name, bank draft authorization saved as a PDF.
[CUSTOMER][NEUTRAL] Do I then click save?
[AGENT][NEUTRAL] I would think so, um, without me being there, I'm not sure. Do you have a policy number so I can read their notes?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 90,057,060
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] I know it's hard to tell people without seeing something, but I, I am not tech savvy. I figured this much out.
[AGENT][POSITIVE] It is perfectly fine. It sounds about right. Um, OK, so may I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Ms. [PII], let's just do a quick verification starting with your date of birth and then your address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am and real quick, let's see. OK, you're calling from the number we have on file [PII]. I'm sorry, last four digits [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK wonderful and real quick just your email address and we should be done.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Wonderful, thank you. OK, and you have a cancer policy with us, and are you following up, uh, you're, you're trying to change the bank draft to own your cancer. OK, so let's look at our notes.
[AGENT][NEUTRAL] OK, her phone confirmation verify that she was in bank authorization in mail.
[AGENT][NEUTRAL] Alright, she said, OK, her notes sound like you're mailing in.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No form in mail, so she go quarterly.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, do you
[CUSTOMER][NEUTRAL] She sent me the form in an in an email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see, so did you did you, do you know what folder you're saving it under so you'll know where to find it?
[CUSTOMER][NEUTRAL] Uh, that's what I'm not sure about. It says the file name.
[AGENT][NEUTRAL] Did it give you like my documents?
[AGENT][NEUTRAL] They gave you a file name.
[CUSTOMER][NEUTRAL] Well, they've got
[CUSTOMER][NEUTRAL] Over here on the side it where it says organized it has desktop documents downloads.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Music pictures, videos, such as that.
[AGENT][NEUTRAL] Let's just, let's just try documents real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, on my documents.
[CUSTOMER][NEUTRAL] Uh, I've got H&R Block Texas Workforce, you can zoom.
[CUSTOMER][NEUTRAL] In Semitic.
[AGENT][NEUTRAL] You'll just save it as a new document. Just click save once you click on my documents don't click on your other information just click save and it should pop up as a saved item there.
[CUSTOMER][NEUTRAL] I don't know what those are.
[CUSTOMER][NEUTRAL] OK. It, I hit save, but it didn't, I mean, it went away.
[AGENT][NEUTRAL] OK, now go to your documents.
[CUSTOMER][NEUTRAL] How do I do that?
[AGENT][NEUTRAL] Uh, there should be like a file folder at the bottom of your screen, File Explorer.
[AGENT][NEUTRAL] It just looks like a a file folder or in search in your search bar, type in um File Explorer.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, here it is, here it is at the top.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, click on that and then go to your documents.
[CUSTOMER][NEUTRAL] Alright, I clicked on it.
[CUSTOMER][NEGATIVE] I clicked, I clicked on it but it's not doing anything.
[CUSTOMER][NEUTRAL] You're viewing a local or shared file.
[AGENT][NEUTRAL] OK, so you clicked on file explore it didn't open anything up?
[CUSTOMER][NEUTRAL] I don't know what that means.
[CUSTOMER][NEUTRAL] No, I, it doesn't say file explorer anywhere. Let me look up here on the top.
[AGENT][NEUTRAL] Or maybe just search doc my documents or either documents or my documents.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, I don't know how to get into documents.
[AGENT][NEUTRAL] Uh, down there getting your, no, you're fine. Uh, let's just in the search bar, let's just type in.
[CUSTOMER][NEUTRAL] I'm sorry, I'm so.
[CUSTOMER][NEUTRAL] It took me back, it took me back to the page.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It took me back to the page that I filled out.
[AGENT][NEUTRAL] OK, um, on the page that you filled out, is there anywhere that you can click on that says file?
[AGENT][NEUTRAL] Like up top, on the left-hand side anywhere, maybe.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, wait a minute, let me click on this and see what this does.
[CUSTOMER][NEUTRAL] No, it's, it's the same thing that I've got pulled up.
[AGENT][NEUTRAL] OK, just kind of right click on the documents, document itself and let's see what um.
[AGENT][NEUTRAL] Let me see. I'm just gonna open up something random.
[CUSTOMER][NEUTRAL] There's a save as a print test, uh.
[AGENT][NEUTRAL] OK, so when you right click on this it says save as?
[CUSTOMER][NEUTRAL] Save as.
[AGENT][NEUTRAL] All right, does it say anything about share?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right, let's do save as.
[AGENT][NEUTRAL] And let's let's go back and save it again maybe it just didn't save a while ago.
[CUSTOMER][NEUTRAL] No, it's not on there so let's see, I put it on under documents.
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] Click out
[CUSTOMER][NEUTRAL] Oh wait a minute, here it is, here it is. I found it.
[AGENT][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEGATIVE] It, I know, no, it can get, it can, it can get overwhelming and very confusing.
[CUSTOMER][NEGATIVE] OK, the only thing on this page that I filled out, it wouldn't let me sign it with my name.
[CUSTOMER][NEUTRAL] Does that matter?
[AGENT][NEUTRAL] Um, I don't think so, but [PII], I believe you talked with [PII]. [PII] will let you know if she needs any additional information from you. Um, would it let you type your name in there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, wouldn't let me it let me put the date, but it wouldn't let me type in my name in.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] It seems like it would let you at least type your name. OK, all right, now try to go uh now when you go to your document and you find the one you just saved.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Right click on it before you don't even open it, just right click on it.
[AGENT][POSITIVE] And let's see if it give you a drop down that says share or email yes ma'am, share with that'll work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Share with?
[CUSTOMER][NEUTRAL] Share, have to share with uh what was it, it had something stop sharing.
[CUSTOMER][NEUTRAL] Specific people.
[CUSTOMER][NEUTRAL] Is that who I need to share it with specific people?
[AGENT][NEUTRAL] I would think so. um, did it say that? OK, on the drop down, did it say anything about email?
[CUSTOMER][NEUTRAL] It has send to.
[AGENT][NEUTRAL] Let's do send 2. Yes, ma'am. Let's do send 2.
[CUSTOMER][NEUTRAL] Mail, mail mail, mail recipient.
[AGENT][NEUTRAL] OK, let's
[CUSTOMER][NEUTRAL] Mail recipient recipient.
[AGENT][NEUTRAL] Let, let's tryin too.
[CUSTOMER][NEUTRAL] OK, and then after I clicked on it, right clicked on it, it says compress desktop documents, fax recipient mail recipient.
[AGENT][NEUTRAL] Male recipient, I would believe.
[CUSTOMER][NEUTRAL] OK, I clicked on it. There is no email program associated to perform the requested action. Please install an email program.
[AGENT][NEUTRAL] right
[AGENT][NEUTRAL] I have another plan.
[AGENT][NEUTRAL] Open up your email. OK, close all that out. Just don't lose your documents, so where you can find it. Open up your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me call.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Just one minute.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go to my email, OK.
[AGENT][NEUTRAL] Yes. OK, open up a new email.
[AGENT][NEUTRAL] Now put your, I'm going to try to do this with you. Let me open up an email. So what we're gonna do is try to drag and drop the the.
[CUSTOMER][NEUTRAL] Compose.
[CUSTOMER][POSITIVE] Just, just a minute, let me get something out of here so I can do compose.
[CUSTOMER][NEUTRAL] OK. Now do what?
[AGENT][NEUTRAL] OK, we're gonna try to drag and drop instead of you clicking and everything we're just going to, so you've got the email opened up, right?
[AGENT][NEUTRAL] Uh, um, oh,
[CUSTOMER][NEUTRAL] Well you told me to open up a new email.
[AGENT][NEUTRAL] Yes ma'am. You've got that's what I meant. You've got an email opened up, but you don't have two screens like I do, so I don't have to tell you how, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Are you may, you may have 4 screens. All right, um.
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] I just realized that I don't know how to tell you to do it on one screen. Let me see if I can figure out how to do it on one screen here real quick.
[AGENT][NEUTRAL] OK, if I want to drag and drop something, I don't know how I would do that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There's an attachment thing down here before I mean where it says send.
[AGENT][NEUTRAL] So, OK, on your email, yes, OK, on your email, you see the attached.
[AGENT][NEUTRAL] You see like the paper clips, is that what you're talking about?
[CUSTOMER][NEUTRAL] Yes, yes, where you can attach a file.
[AGENT][POSITIVE] Yes, let's try that. OK, yes, let's do that. Click that.
[CUSTOMER][NEUTRAL] Right or left right or left?
[AGENT][NEUTRAL] Uh, you're
[AGENT][NEUTRAL] You'll just, let's see if it makes it makes a difference, yes, right, right click it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, when I right clicked it, it says.
[CUSTOMER][NEUTRAL] Say that.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEGATIVE] I don't, it didn't come up with my.
[CUSTOMER][NEGATIVE] It didn't come up with my uh file.
[AGENT][NEUTRAL] It should say
[AGENT][NEUTRAL] It should say browse this PC.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] It does. It says back reload.
[AGENT][NEUTRAL] All right, let's
[AGENT][NEUTRAL] OK, give me, um.
[AGENT][NEUTRAL] Don't close the email but click the little minus sign that pulls it to the bottom of the screen.
[AGENT][NEUTRAL] If that made any sense at all.
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] OK. So just drop it to the bottom of the.
[CUSTOMER][NEGATIVE] Now, I have nothing.
[AGENT][NEUTRAL] OK. Now, go back over there to your documents where your form is that you're wanting to attach.
[CUSTOMER][NEGATIVE] Well, I've got something stupid come up here.
[CUSTOMER][NEUTRAL] It's a cleaner thing that's popped up and I can't get it to go away.
[CUSTOMER][NEGATIVE] Oh, come on people.
[AGENT][NEUTRAL] We get updates too in the middle of calls and.
[AGENT][NEUTRAL] You're just kind of like uh.
[CUSTOMER][NEGATIVE] It's not letting me get rid of this. Why is it not letting me get rid of it?
[AGENT][NEUTRAL] Well, it lets you send it to the bottom, click, click the little, is there a little minus on it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] It's not letting me do anything.
[CUSTOMER][NEGATIVE] I clicked the minus it's, it won't let me do that even.
[CUSTOMER][NEUTRAL] What? Come on now.
[CUSTOMER][NEUTRAL] Oh, I never use this computer anymore. It's.
[CUSTOMER][NEGATIVE] It's ridiculous.
[AGENT][NEUTRAL] It just may need, it's just probably needing to be updated or it's updating on its own.
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEGATIVE] It won't let me click it off, it won't let me move it to the bottom. It won't let me do anything.
[AGENT][NEUTRAL] Does it have a timer on it? Does it tell you how long it's got?
[CUSTOMER][NEUTRAL] No, but I'm back in the oops, let me get it back over here.
[CUSTOMER][NEUTRAL] I can get back into my email.
[AGENT][NEUTRAL] OK. Well, we need to be able to get to your document again, um.
[CUSTOMER][NEUTRAL] Um, uh.
[AGENT][NEUTRAL] We're going to attempt to drag and drop it and see if that will work.
[CUSTOMER][NEUTRAL] You know, I
[CUSTOMER][NEUTRAL] Documents, so let me get the.
[AGENT][NEUTRAL] And I think I told you wrong a while ago when I told you about the top attachment. I think I told you right click and I should have said left click.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's it, you know that one that you had me put on the bottom?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's not there.
[AGENT][NEUTRAL] It may, the cleaner may have closed it out or just.
[AGENT][NEUTRAL] So you'll just open up a new one?
[CUSTOMER][NEUTRAL] Alright, so let me go into.
[CUSTOMER][NEUTRAL] Documents
[CUSTOMER][NEUTRAL] I have to go back down here to the farm.
[CUSTOMER][NEUTRAL] That I filled out I guess. Wait, here was, here we go, here we go. All right, I'm back up to what I filled out.
[AGENT][NEUTRAL] OK. All right, open [PII]'s open.
[CUSTOMER][NEUTRAL] Don't ask me. Don't ask me how about that.
[AGENT][NEUTRAL] Do me a favor. Open [PII]'s email that she did [PII] send you an email?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] She's the one that
[CUSTOMER][NEUTRAL] Uh, hang on, let me go back into my inbox.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'll have to find it.
[CUSTOMER][NEUTRAL] Care team so.
[AGENT][NEUTRAL] OK, care team, yes, that's, that's normally who sends information out is our care team.
[CUSTOMER][NEUTRAL] Yeah. Yes.
[AGENT][NEUTRAL] Sometimes we'll send them ourselves or sometimes the care team will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not.
[AGENT][NEUTRAL] OK, now you got it up now click reply.
[CUSTOMER][NEUTRAL] I've got it. I've got it back up.
[AGENT][NEUTRAL] Click reply on it so it'll have like it's going back to the care team.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Come on, do something.
[CUSTOMER][NEUTRAL] You know, it's been so long since I used this darn computer.
[CUSTOMER][NEUTRAL] Where is my reply?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Move, delete, spam more.
[AGENT][NEUTRAL] It might have like a little arrow button.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Just it or, well, I says reply all or reply.
[AGENT][NEUTRAL] When it's opened up at the top of the screen.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm not finding any of that.
[AGENT][NEUTRAL] OK, I just thought that would be easier to do it that way since that's how it was sent to you um you can just open up a new email.
[AGENT][MIXED] I just think that would be so much easier, but I don't know why your stuff is missing up there at the top.
[CUSTOMER][POSITIVE] Well, if I could find, if I could find reply, it would be wonderful.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEGATIVE] I'm not finding it.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEGATIVE] Where it says move delete spam and more and I clicked on more but it's not it's just sitting here.
[CUSTOMER][NEGATIVE] Not doing anything.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, OK, well, let's just do a clean new email and we can put it up. We can just send it straight to the care team from that.
[CUSTOMER][NEUTRAL] OK, I'll do that again.
[AGENT][NEUTRAL] So let's go back to that and just get that open and then drop it to the bottom so we can attach go to back to the, yes ma'am.
[CUSTOMER][NEUTRAL] Hang on, hang on just a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now where it says from in [PII] to, do I put something in there?
[AGENT][NEUTRAL] Now what, now I'm sorry, is this on the email itself?
[CUSTOMER][NEUTRAL] This is the new email.
[AGENT][NEUTRAL] OK, that's a blank email, right? All right. Well, first, OK, let's first, let's just drop it to the bottom. Let's try to get the document attached first.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So that you're not sending a blank email accidentally.
[AGENT][NEUTRAL] Because I have done that
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] They just drop it to the bottom real quick. Have you done that?
[CUSTOMER][NEGATIVE] When I do that is every time I try to drop it, it's when the whole thing just goes away and that cleaner thing pops up.
[AGENT][NEUTRAL] Oh my. OK, well, there's no way let's say, all right.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] So let's go back to the paper clip, right click on the paper clip, the attachment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, because this is where I think I told you wrong a while ago. Do you see anything that says browse this PC or attach item?
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] What does it show you there?
[CUSTOMER][NEUTRAL] Uh, back, reload, save as, print, cast, search images on Google.
[CUSTOMER][NEUTRAL] Create QR code, you know, translate, view page source and inspect.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] That's when you click the paper clip, you right click on it.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It doesn't say anything about a test.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Let me see something here just a minute.
[CUSTOMER][NEUTRAL] Well, that's just different stuff out there.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, it's not working.
[AGENT][NEUTRAL] Oh goodness. I'm not sure.
[AGENT][NEUTRAL] OK, try to save as. Let's just see what that's why you have a save as for an attachment.
[AGENT][NEUTRAL] You know, to add an attachment.
[CUSTOMER][NEUTRAL] Right or left click.
[AGENT][NEUTRAL] Uh, try, let's see. I, I'm guessing right click or double click.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, it went back to my documents.
[AGENT][NEUTRAL] OK, so now pick your document, click on your document there.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] It's not there now. It's not there now.
[AGENT][NEUTRAL] It does it let you scroll up and down and search for stuff to click on?
[CUSTOMER][NEUTRAL] Uh, if I scroll, it's just showing desktop downloads recent places.
[CUSTOMER][NEUTRAL] Documents download.
[AGENT][NEUTRAL] Click on reset place.
[AGENT][NEUTRAL] Recent places let's see it.
[AGENT][NEUTRAL] Let's see if it's there.
[AGENT][NEUTRAL] Just double click on it.
[CUSTOMER][NEUTRAL] Uh mm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right. Uh,
[CUSTOMER][NEUTRAL] I don't know what happened to it.
[AGENT][NEUTRAL] What do you mean? What did it do?
[CUSTOMER][NEUTRAL] I don't know what happened to my file.
[AGENT][NEUTRAL] I'm not sure. We just, we're gonna.
[CUSTOMER][NEUTRAL] That I had in there a while ago.
[AGENT][NEUTRAL] OK, go up there to just scroll back up. Let's try a different folder.
[AGENT][NEUTRAL] Um, start at the top of what it's letting me scroll up and down and read them off to me.
[AGENT][NEUTRAL] You see documents?
[CUSTOMER][NEUTRAL] Desktop that no I don't see documents until I get down to this PC and then it says documents.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, go, go to the documents. Let's try that because that's where I think you saved it a while ago.
[AGENT][NEUTRAL] This document
[AGENT][POSITIVE] Now I'm by no means an IT, uh, a technical person either, so I'm doing, I'm doing my best.
[AGENT][NEUTRAL] To help you
[CUSTOMER][NEUTRAL] I'm telling you that I.
[CUSTOMER][NEGATIVE] and it's and whatever it is, it's not working.
[AGENT][NEUTRAL] Oh my goodness. OK, let's, so did you click on the documents?
[CUSTOMER][NEUTRAL] I know it was here while I go.
[AGENT][NEUTRAL] So try double clicking on those documents.
[CUSTOMER][NEUTRAL] But I'm clicking on.
[CUSTOMER][NEUTRAL] Uh, if it was here it would be fine it says uh.
[CUSTOMER][NEUTRAL] Uh, share with or scan.
[CUSTOMER][NEUTRAL] Send to but it.
[AGENT][NEUTRAL] When you clicked on the documents.
[CUSTOMER][NEGATIVE] Yeah, but it's not, it's not here for me to send and it's got.
[CUSTOMER][NEUTRAL] It's got everything I told you a while ago except that new one that I put on there.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] And OK, so when you open it up, you're seeing all your other information like correct?
[CUSTOMER][NEUTRAL] I don't know what happened.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you scrolled up and down it.
[CUSTOMER][NEUTRAL] But that's all that I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] This is so crazy.
[CUSTOMER][NEUTRAL] Let me click on downloads and see if it went to them.
[AGENT][POSITIVE] That would might be a good choice right there.
[CUSTOMER][NEUTRAL] No, it's not there either.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Uh, maybe that's.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Maybe I need to just print this form out and mail it to y'all.
[AGENT][NEGATIVE] I hate for you have to do that. You wanna try to save it one more. Let's, you wanna try to just download the document?
[AGENT][NEUTRAL] You still have the document opened up anywhere?
[CUSTOMER][NEUTRAL] Yeah, it's at the bottom here.
[AGENT][NEGATIVE] You know, a lot of times we have, I hate to ask you to close it.
[AGENT][NEUTRAL] Do we know it's safe, we can't attach something if a document is still open. Usually I just thought about that sometimes it will not let you attach it. So click on your document again and let's try to save it again under downloads.
[AGENT][NEUTRAL] Since she saw that folder, let's try to save it there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So right, right click on your document, click save as.
[CUSTOMER][NEUTRAL] Um, and you know what? I, there were 2 of them up here and the one I.
[CUSTOMER][NEUTRAL] Clicked off with everything I had filled out.
[CUSTOMER][NEGATIVE] Crud
[AGENT][POSITIVE] I'm, I'm, I'm, it's probably saved somewhere you're um.
[CUSTOMER][NEUTRAL] Just don't know where to find it.
[AGENT][NEUTRAL] Right, we just need to go back into your documents.
[AGENT][NEUTRAL] And see if you can find that, find it in there just search not go through the email just regularly just go through your documents and look and see if you can find it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I clicked on it.
[CUSTOMER][NEUTRAL] No, that's just the
[CUSTOMER][NEUTRAL] That's just the doc the email again.
[CUSTOMER][NEUTRAL] When I went on documents.
[CUSTOMER][NEGATIVE] I don't know. I'm just going to give up and just go get somebody to print this form out for me.
[AGENT][POSITIVE] Oh bless you. Um.
[CUSTOMER][NEUTRAL] I don't know what else to do.
[AGENT][POSITIVE] Goodness.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, just kind of play with it for a few minutes when you know, just.
[CUSTOMER][NEUTRAL] Let me check under.
[CUSTOMER][POSITIVE] Oh, that saved me. New folders.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I'm just not, I'm just not enough on this to.
[CUSTOMER][NEUTRAL] For you to even help me.
[AGENT][NEUTRAL] Well, and I'm not, I'm not really a very good tech savvy person, my, you know, myself, um, I, you know, I can do what I can do, but it's hard for me to, if I was an IT person, I could mentally see what you were doing, you know, but I'm not, so it's hard for me to visualize and try to
[CUSTOMER][NEUTRAL] I can I can understand.
[AGENT][NEUTRAL] So, you know.
[AGENT][NEUTRAL] It's just, I don't know, uh, just try to search on there for it and if you find it.
[AGENT][NEUTRAL] Um, see if you can right click on it and let it, let it let you send to or something.
[AGENT][NEUTRAL] And send back to the care team if it will let you do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will give it a try and thank you very much and I'm sorry I bothered you so much.
[AGENT][NEUTRAL] Because see,
[AGENT][NEUTRAL] Oh, you're
[AGENT][NEUTRAL] No, no, you are fine. I'm sorry we couldn't make it happen. Um.
[CUSTOMER][NEUTRAL] I thought we were so close, but, but I can't find wherever it was saved as. I have no idea what happened to it.
[AGENT][NEUTRAL] I think we were.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm sure if you just kind of walk away, take a deep breath, and just come back to.
[CUSTOMER][NEUTRAL] That's what I'll do. I'll walk away and come back.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah and just kind of look for it and you know do some searches and just, just, you know, maybe even try to save it somewhere else as well.
[AGENT][NEUTRAL] And that way you'll have it in more than one place and you can try to uh, you know, send it from one of those folders or attach it from one of those folders.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for trying to help me.
[AGENT][NEUTRAL] Yes, ma'am. I'm sorry we weren't able to get it uploaded.
[CUSTOMER][NEUTRAL] That's OK. That's OK. I'll figure something out.
[AGENT][POSITIVE] OK. Thank you. Bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.