AccountId: 011433970860
ContactId: 91acc7fd-7398-491a-8c81-75d7c59f9706
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 751570 ms
Total Talk Time (AGENT): 198767 ms
Total Talk Time (CUSTOMER): 385453 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/91acc7fd-7398-491a-8c81-75d7c59f9706_20250610T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I didn't say [PII]?
[AGENT][NEUTRAL] Um, my name is [PII].
[CUSTOMER][NEUTRAL] [PII], hey, my name is [PII] and I spoke to [PII] a while ago. I was trying to help somebody file a claim. And she walked me through the, through the logging on and, and I'm doing it for someone and I got it from his email, the code and so forth.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now that I've downloaded their claims and stuff, all of a sudden it took me back to uh the dashboard. How do I find what I've already downloaded so I can send it to you.
[CUSTOMER][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Um, so I believe, let's see, let me find my user guide here because this is all kind of new for everybody.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Let's, let's see.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I wonder if I can just go to that just says active.
[CUSTOMER][NEUTRAL] It goes back to would you like to review your details? Do you need an ID card? Nope.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Policy details.
[CUSTOMER][NEUTRAL] Let me just see what the next thing is.
[AGENT][NEUTRAL] So under the dashboard, do you see my policy?
[CUSTOMER][NEUTRAL] No, I, 00 yes, yes, yes, I do. OK, I do.
[AGENT][NEUTRAL] So if you click on my policy.
[CUSTOMER][NEUTRAL] And then go in with.
[AGENT][NEUTRAL] And then on the you should see on the right hand side there's my details and then there should be a tab for claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Covered individuals, policy details.
[CUSTOMER][NEGATIVE] Hang on, it's still trying to upload here hang on.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Circle spinning.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Well, we're still spinning here.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Oh, download documents.
[CUSTOMER][NEUTRAL] That popped up. I wonder if I can go ahead and do that while it's spinning.
[CUSTOMER][NEUTRAL] Or should I wait?
[CUSTOMER][NEUTRAL] I'm gonna try downloading OK.
[AGENT][NEUTRAL] You might want to, yeah.
[CUSTOMER][NEUTRAL] Well, downloads, it's quite a bit of info, um, ba ba ba. Now it says downloads, see more open file.
[CUSTOMER][NEUTRAL] I don't know if all of these attached.
[CUSTOMER][NEUTRAL] Oh, now it's gone. Hang on.
[CUSTOMER][NEUTRAL] And the documents
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Well, now we're spinning again.
[CUSTOMER][NEUTRAL] It may just now be doing all that where I thought.
[AGENT][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] That's what it's doing, I guess downloading everything.
[AGENT][NEUTRAL] Yeah, I know it's been taking a moment. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was like 1011 or 12 things that I was doing so attaching, so, um.
[CUSTOMER][NEUTRAL] This is gonna make it I'm, I'm an agent. I wrote the policy for this family in [PII] years ago. And so I told her I'd help her with it, and you know, yeah, I got permission from you all the paperwork and everything. But I was able just to go into her account and get in her portal and do everything. But now,
[CUSTOMER][NEUTRAL] I've had to get a code from him off of his old email and all of that verification code.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Yeah, I mean, it's gonna ask for that every time kind of going forward, so I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Faxing claims might be if you're gonna still do them on their behalf, you know, I don't know if that would be easier for you than having to get a code from his email every time or.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, now, let me ask you something, uh.
[CUSTOMER][NEUTRAL] This shows PDF 456 and 7, but I wonder where the rest of the stuff is.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Oh, I just have to keep hitting the word download documents it looks like, oh my gosh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it's a lot on my end that I gotta do. I didn't know. I just thought I could download everything pop on there.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] 12
[CUSTOMER][NEUTRAL] But you know what though?
[CUSTOMER][NEUTRAL] Well, let's see that's a, you don't have the same, they all have the same it's just policy.
[CUSTOMER][NEUTRAL] Maybe it's downloading something else.
[CUSTOMER][NEUTRAL] Because it's saying.
[CUSTOMER][NEUTRAL] And the documents.
[CUSTOMER][NEUTRAL] Well, how do I know if y'all got any of this?
[AGENT][NEUTRAL] Let me check the poli, do you have their policy number there?
[CUSTOMER][NEUTRAL] Yes, it is um.
[CUSTOMER][NEUTRAL] Oh, let's try 7.
[CUSTOMER][NEUTRAL] Well, I didn't. Let me see.
[CUSTOMER][NEUTRAL] 728463
[AGENT][NEUTRAL] And then what's the insured's name?
[CUSTOMER][NEUTRAL] Uh, it is [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You know what I did I needed to go under her name maybe.
[CUSTOMER][NEUTRAL] Click her name and see.
[CUSTOMER][NEUTRAL] No, can't do that covered individuals policy details.
[CUSTOMER][NEUTRAL] I'm not talking about
[CUSTOMER][NEUTRAL] I don't know that y'all got these.
[AGENT][NEUTRAL] Yeah, I don't see anything. So, did it ask you?
[CUSTOMER][NEUTRAL] And I don't do this kind of thing very often. I'm not like I sit in the office and download stuff. So I had to learn it before on the old system y'all had, and now it's like, oh my gosh, I got to start over and do something else.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] But you know, once I got in, I thought, well, maybe it has covered individuals, the son and the wife. I thought maybe I click on the wife, but nothing can't do anything where I'm at now just under let me go back to my dashboard and then I'm gonna go back to my policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh, now the claims pops up. Hang on, hang on.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now that I'm at claims uh.
[CUSTOMER][NEUTRAL] I so this is the last processed ones, no open plans, but let me see.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] I'm wondering on the right hand side of the page, do you see anything?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, that says.
[AGENT][NEUTRAL] Start your claim.
[CUSTOMER][NEUTRAL] Open
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] It's like a
[CUSTOMER][NEUTRAL] I did earlier and it and it took me somewhere to download things.
[CUSTOMER][NEUTRAL] Don't start my claim, but right now I'm just under my policy.
[CUSTOMER][NEUTRAL] I went to my policy and then it had my details and then claims the word claims so I'm looking at her uh.
[CUSTOMER][NEUTRAL] Most recent claims up through [PII].
[CUSTOMER][NEUTRAL] That's been processed, nothing outstanding right now, but I just wanted to see if.
[AGENT][NEUTRAL] OK, so it's saying for it's saying for a traditional claim from your dashboard, click the start your claim to the right.
[CUSTOMER][NEUTRAL] What I tried to download a text.
[AGENT][NEUTRAL] So go back to the home page on the dashboard and then if you see.
[AGENT][NEUTRAL] Need to file a wellness or traditional claim, start your claim, there should be a green button.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] I'm at dashboard and it has [PII] and it has um
[CUSTOMER][NEUTRAL] Active
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, start your claim yep, I did that earlier OK so it's gonna be under injury or illness, right?
[AGENT][NEUTRAL] OK then
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, so when you click start your claim, then the next thing should say traditional claim or wellness claim.
[CUSTOMER][NEGATIVE] Right. And you know, it's funny when I click on traditional claim, nothing happens. The cursor doesn't do anything.
[AGENT][NEUTRAL] Well then you should have to click next step, yeah.
[CUSTOMER][NEUTRAL] And so now, but then I go to.
[CUSTOMER][NEUTRAL] Next, yes, next step policy supporting documents claim form, uh, next step.
[AGENT][NEUTRAL] And then it says
[AGENT][NEUTRAL] Click the plus sign to yeah.
[CUSTOMER][NEUTRAL] Payments today
[CUSTOMER][NEUTRAL] Well, no, I've got to put her in.
[CUSTOMER][NEUTRAL] And then I clicked the coverage type next step drop files here and I did these each individually drop files.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] But then it didn't give me an option to do anything.
[AGENT][NEUTRAL] Because yeah, you should, you should click a submit at the end. So yeah, try that's the steps that you take to file the claim and then there you should drop, upload your files, and then after next step, it should have a submit.
[CUSTOMER][NEUTRAL] I'm gonna try it again.
[CUSTOMER][NEUTRAL] Yeah, OK, um.
[CUSTOMER][POSITIVE] Well, that's funny. I know earlier this year.
[CUSTOMER][NEUTRAL] Gosh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should I be able to cook them all at one, at one time altogether? Cause I tried it earlier and it said it was too much, um.
[AGENT][NEUTRAL] Yeah, I mean, the maximum file size is 20 megabytes, so if all the files are larger than that, if you may have to do it more than once.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's what I had to do earlier.
[CUSTOMER][NEUTRAL] OK, I'm gonna try it again and then um
[CUSTOMER][NEGATIVE] I, yeah, if I don't finish today, then I have to bother them to get a code to start on it again.
[AGENT][NEUTRAL] Yeah, so.
[CUSTOMER][NEGATIVE] This is a pain.
[AGENT][NEUTRAL] The only other thing I can tell you is that they were like recommending that you use Google Chrome if you're not using Google Chrome and that sometimes clearing the history and the cache is helping with some of the errors, you know, um, if it's moving a little slower.
[CUSTOMER][NEUTRAL] They're older, they're older.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] History and cash. I don't even know how to do that. How do I?
[CUSTOMER][NEUTRAL] Look at that.
[AGENT][NEUTRAL] Usually it's up in your um browser and the 3 lines in the top right hand corner you should see something um in your yeah, settings to like clear your browsing data.
[CUSTOMER][NEUTRAL] Yeah, let me
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, let me, uh, I don't wanna do anything. Hang on a second.
[CUSTOMER][NEUTRAL] Let me see if let me do that.
[CUSTOMER][NEUTRAL] Uh, delete browsing data.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think that's what it is. OK, let me see what this is.
[CUSTOMER][NEGATIVE] Delete browsing data history download cookies, and there we go.
[CUSTOMER][NEUTRAL] Wow, how often should I be doing that, you think?
[CUSTOMER][NEUTRAL] A lot, a lot.
[AGENT][NEUTRAL] Well,
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yeah, I mean, they just say that it helps with, if you're getting like the same error over and over again, it kind of clears all of that, so hopefully it doesn't come back up again.
[CUSTOMER][NEUTRAL] OK, time range, let's see. OK, well, let me try that and just see if that will.
[CUSTOMER][NEGATIVE] Oh gosh, you took me out of the entire site.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] OK, I'll have to start over again probably tomorrow. I can't do that today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So, all right. Well, thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You too, bye-bye.