AccountId: 011433970860
ContactId: 989cd48a-5602-4846-9916-7bd6433f7197
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 648099 ms
Total Talk Time (AGENT): 340463 ms
Total Talk Time (CUSTOMER): 265008 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/989cd48a-5602-4846-9916-7bd6433f7197_20250220T20:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. Uh, I am calling with regards to my um hospital internity.
[CUSTOMER][NEGATIVE] I am having trouble uploading one of the files.
[AGENT][NEUTRAL] OK, so you, you're trying to submit a claim and you're having difficulty uploading one of the files, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Yes. Um, so I have 3 files. I was able to upload two files, but the third one, it's 19.33 megabytes. And every time I try, it just shows submitting until it, uh, uh, log, logs me out. It won't submit.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] OK. Well, yes, ma'am. I can help you or I can try and help you with this anyway. Um, [PII], what did you say your last name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, hold on, give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My policy number is 02582315.
[AGENT][NEUTRAL] OK, thank you. So give me one moment please to get your information pulled up, [PII], and then I will need to verify several things with you first for security.
[AGENT][NEUTRAL] So just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have for you is the same as the one you gave me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] Thank you and lastly your email address and this does appear to be your work. Mhm.
[CUSTOMER][NEUTRAL] It's still
[CUSTOMER][NEGATIVE] OK. It's [PII].
[AGENT][POSITIVE] OK, thank you so very much. OK, so I do see that we have received one upload.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You said that you had uploaded 2?
[AGENT][NEUTRAL] Separate
[CUSTOMER][POSITIVE] Yes. Yes. I uploaded too. It's the form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the itemized bill.
[AGENT][NEUTRAL] OK, but that was one upload?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm sorry. I, I thought you meant you uploaded 22 separate uploads. So you did one upload that had 2 pages. OK.
[CUSTOMER][NEUTRAL] One upload with
[CUSTOMER][NEUTRAL] No, I did
[AGENT][NEUTRAL] Now, on the one that you're having trouble with, you may have to break that down into.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Two smaller ones. Um, there may be something wrong with one of the documents in that larger and that's right on the limit size because it's a 20 megabyte limit.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that may have something to do with it. I don't know for sure. I do know that I have talked to two other customers who were having trouble uploading like one large file, but if they split it up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Into multiple uploads themselves it would accept it.
[CUSTOMER][NEUTRAL] OK, I'll just.
[AGENT][NEUTRAL] And then our system will know to tie them all together.
[AGENT][NEUTRAL] For one claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want to see if it will allow you to do that?
[CUSTOMER][NEUTRAL] Yes, uh,
[CUSTOMER][NEUTRAL] Is that OK? Cause I uploaded the first one, the first one, and then I'm just gonna make another upload. Will that be OK then?
[AGENT][NEUTRAL] Oh yes, you can do multiple uploads for the same claim. There's not a way to tie, you just have to do to tie them together. The system will know that the documents are they'll all be reviewed.
[AGENT][NEUTRAL] Like they're supposed to be, yeah.
[CUSTOMER][POSITIVE] Awesome. OK.
[CUSTOMER][NEGATIVE] I'm gonna do the uh I, I'm gonna re-scan this again separating them.
[CUSTOMER][NEUTRAL] Um, I have one more question.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So, um, so my claim is for, uh, when I gave birth, and I have read from the policy for my newborn.
[CUSTOMER][NEUTRAL] Daughter that I could also file a claim for that. Is that correct?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, now, on your coverage, we only show this policy as being, as you being covered.
[AGENT][NEUTRAL] Under this policy, [PII], at this time.
[AGENT][NEUTRAL] We don't show your daughter on the policy.
[CUSTOMER][NEUTRAL] Yes, but I
[CUSTOMER][NEUTRAL] OK. Yeah, but I was reading it for a newborn one.
[CUSTOMER][NEUTRAL] My as it.
[AGENT][NEUTRAL] You have 30 days from the date of the birth.
[CUSTOMER][NEUTRAL] So what does that mean?
[AGENT][NEUTRAL] To add your daughter or your son to your policy?
[CUSTOMER][NEUTRAL] Yes. So, I gave birth, yes, I gave birth [PII].
[AGENT][NEUTRAL] Is that your question?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So, um, so I am filing for the claim for that, for when I give birth, right? So, can I file a claim for my daughter as well? Cause I've seen it shows about the newborn, a newborn kid here, newborn children.
[AGENT][NEUTRAL] Just one moment and let me pull up your policy information.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, cause it shows here, um, if your plan is individual or individual and spouse, any newborn children will be covered automatically on the day he or she is born.
[AGENT][NEUTRAL] Uh-huh. And it will not continue past the 31st day following his or her birth unless we're notified in writing by the end of such 31st day period.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. So,
[CUSTOMER][NEUTRAL] She was automatically added, covered, right?
[AGENT][NEUTRAL] She would be for the 1st 30 days.
[CUSTOMER][NEUTRAL] And then, yes.
[CUSTOMER][NEUTRAL] Yes, yes. So if I file a claim within these 30 days for her,
[CUSTOMER][NEUTRAL] That will be covered, that will be OK, correct?
[AGENT][NEUTRAL] I, OK, so we cannot verify, yes ma'am, but I cannot guarantee payment of any claims. We can only verify what your benefit information is. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm. Yes, yes, yes. Uh-huh.
[CUSTOMER][POSITIVE] Yes, yes. I would just like, yes. OK, so that's possible cause I was just reading it. And then yesterday, um, I added her, like within the 30-day period, grace period that we were talking about. Yes, so I added her, yes, on the ben on my benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3.
[AGENT][NEUTRAL] OK, so we just have not received that official information yet from your employer to have her added to the policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes. But to make everything clear, um, yeah, I just filed it, but she's covered within the 3, since she was born, correct?
[AGENT][NEUTRAL] Per your per your policy language, yes, ma'am. If your plan is individual or individual and spouse, any newborn child will be covered automatically on the day he or she is born, as long as your coverage was in force on that date.
[CUSTOMER][NEUTRAL] Yes, yes. OK then. OK. Um.
[AGENT][NEUTRAL] And you said that you're um
[AGENT][NEUTRAL] Let's see, let me look at one thing.
[AGENT][NEUTRAL] Yes, ma'am. That is correct. And you said that your baby was born on [PII]. Was that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is the name?
[CUSTOMER][NEUTRAL] Of my daughter [PII].
[AGENT][NEUTRAL] Can you spell the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII]. OK, I'm sorry. Uh-huh. And the last name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. And congratulations on your daughter.
[CUSTOMER][POSITIVE] Thank you. Thank you.
[AGENT][NEUTRAL] Yes, ma'am, you're, you're welcome. But yes ma'am, just try that, uploading it into smaller sections.
[AGENT][NEUTRAL] And see if you know if it will allow you to do it that way and again our system will know to tie all of that information together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. I know it's, it's hard. I re-scanning it, but I mean, we'll do that. It takes a lot.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, I understand. Um, does it, are they all the same type of files or is it a combination of like a PDF and Word documents or whatever? Are they different types of, OK, so that may be it. Sometimes again, it will give you an error message like that, but.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, it's a PDF.
[CUSTOMER][NEUTRAL] Cause that, mhm.
[AGENT][POSITIVE] But I would just recommend.
[CUSTOMER][NEGATIVE] The first two files that I uploaded, it's just like 23 pages each, and this one is a little bit, it's thick, it's around 40 pages.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah. So that's that may have something to do with it, even though it says 20 megabytes in size by breaking it down, at least, you know, if you break it into sections and it'll upload one section, but then maybe it's still not uploading the next section, then that may be an indicator that there's something wrong with one of those files. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. Uh, we're gonna resend it and then I'll just gonna upload it again.
[AGENT][NEUTRAL] And that grouping.
[AGENT][NEUTRAL] OK. Well, is there any
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] And I'm just gonna wait for like uh yes, so I just, so I am waiting for the approval from my employer, correct? for my.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] For my daughter's added, uh, uh, how do you call it, added in the benefits.
[AGENT][NEUTRAL] Yes ma'am you would have to check with your HR department to verify, you know, if they have submitted that information, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, I wanna look at one thing while we we're still on the call.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So yes, ma'am, if you just completed that, it may not, that may be why we have not yet received it, but I would definitely follow up with them.
[CUSTOMER][NEUTRAL] OK, I will do that then.
[AGENT][NEUTRAL] OK. Well, is there any um anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] That's it. I'm just gonna re-scan and then upload the documents that I am missing for now.
[AGENT][POSITIVE] OK, Ms [PII]. Well, if there's any other questions or you need any additional help, please give us a call and we'll be more than happy to help you.
[CUSTOMER][POSITIVE] I will. Thank you so much. Really appreciate you.
[AGENT][POSITIVE] You are very welcome. Yes ma'am and again congratulations.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yes, ma'am, bye bye.