AccountId: 011433970860
ContactId: 9a901560-52cf-4838-b3a9-8ae9db3170c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374869 ms
Total Talk Time (AGENT): 161811 ms
Total Talk Time (CUSTOMER): 197173 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/9a901560-52cf-4838-b3a9-8ae9db3170c0_20250318T14:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], you know I'm trying to submit a uh claim through your portal, however, it's, it's not going through, so I was wondering if I can email it to somebody.
[AGENT][NEUTRAL] Actually, our email is not secured. We do want to protect your personal health information, therefore, we don't accept claims through um
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Email now you can fax it if you have access to our fax machine directly to our department.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Yeah, I could try that. It's kind of finicky. Um, I mean, it, it's, it's only 11, for some reason it's, it's just not uploading, but it's only like 11 megabytes.
[AGENT][NEUTRAL] And that should be fine.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Yeah, let me, uh, yeah, you know, the last time I had to do this, I was having nothing but problems. It's just, for some reason, it's just not.
[CUSTOMER][NEUTRAL] It's not going through. Um, I try it again one more time just to, to see, um.
[CUSTOMER][NEUTRAL] That happens and if it doesn't, I guess I'll have to fax it over then.
[AGENT][NEUTRAL] You can. And would you like our fax number?
[CUSTOMER][NEUTRAL] Um, I think I have it. I think it's on the bottom of one of these sheets. Let me see, is it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir, and that comes straight to our claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, wonderful. Yeah, I'm gonna give it a go here again. I don't know, like I said, why it's taking so long, but
[AGENT][NEUTRAL] You might
[CUSTOMER][POSITIVE] I'll give it a go here for
[AGENT][NEUTRAL] It shouldn't be too big, but maybe you could try it in 2 sets, uh, uploading it in 2 sets of documents.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, it's, yeah, it is a PDF it's 11.74 megabytes, so let's see.
[AGENT][POSITIVE] Got you. And that shouldn't be an issue.
[AGENT][NEUTRAL] It's not saying it's too big.
[CUSTOMER][NEUTRAL] No, it shouldn't, but
[AGENT][NEGATIVE] You're not getting any air.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] No, it just, it, it gets stuck in in submitting and it just kind of takes forever, so, um, but yeah, I'll try it this way again I guess I'll let it sit for a little bit and see if it goes through.
[AGENT][NEUTRAL] You know what?
[AGENT][NEUTRAL] Do you want me just to check your policy just to make sure it hadn't come through? I'll be happy to do that.
[CUSTOMER][POSITIVE] Sure you can. Yeah, absolutely.
[AGENT][POSITIVE] It would be my pleasure. Let's do that. What's that policy number?
[CUSTOMER][NEUTRAL] 215.
[CUSTOMER][NEUTRAL] 2602
[AGENT][NEUTRAL] And your name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. Do you mind verifying your date of birth and let's just verify your information. This is for your protection. Date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the mailing address is [PII].
[AGENT][NEUTRAL] OK. And then your callback number in case we get disconnected.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And then looks like we do have an email on file could be your work email.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] I'm looking at your policy and just checking.
[AGENT][NEUTRAL] I did check everyone, [PII], and yourself, and it has not come through.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm doing Haley's now for some reason. I don't know, I, I tried submitting all all my stuff for this claim and somebody, it got denied, so I got more information that hopefully now this will go through. There's a bunch of doctors notes, which I think that they needed.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Yeah, unfortunately, with the accident policy, we do have to have, you know, the diagnosis indicating that it was in fact for an accident, an injury due to an accident. So we have to have specific documents.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, yeah.
[CUSTOMER][NEUTRAL] Right, but that and that and that's the thing though, I, we don't really know if it was an accident. I mean, it was, it, you know, it, it's just something that I guess they're leading to be an accident, it wasn't like a
[CUSTOMER][NEUTRAL] No car accident or anything like that. It's, it's just we don't know what was the cause and, you know, so that's, that's kind of a hard part with it.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Gotcha. Well, they'll review that.
[CUSTOMER][NEUTRAL] Um, it's the only thing that I can.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] They will review those documents and see if we can.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hopefully pay from those documents.
[CUSTOMER][NEGATIVE] Yeah, see, it's, it's just stuck in submitting. I've had this problem numerous times.
[AGENT][POSITIVE] I am so sorry and you're using Chrome?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, I'm using Edge doesn't matter.
[AGENT][POSITIVE] Edge? No, that edge, edge is fine. It's compatible.
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] I do apologize. I know that's frustrating.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, I can try, I can try, uh, faxing it and, and seeing, I know our copier here at at work is kind of, uh, took forever just to scan all these documents, um, but I can try, I can try faxing it. I know. It's not, it's it's, it's like a Monday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's like a Monday on it's a Monday #2.
[CUSTOMER][NEUTRAL] Right, exactly, um, since I have the accident claim form, uh, do I need, I mean, I don't need a, uh, a cover letter, do I? I mean it just.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, sir. If you've got that accident claim form, that's fine. And then if you check online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, yeah, there's 30, there's 33 pages.
[AGENT][NEUTRAL] 33 pages, yeah, that, that's the only thing I can think of is if maybe if you separate it into two documents that it might.
[AGENT][NEUTRAL] Go through. Sometimes the size is an issue, but that, I mean, that shouldn't be an issue.
[CUSTOMER][NEUTRAL] Right, it's only, it's, it's, I think 25 or 22 is the max, so I mean, I'm well below that, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, alright, well, I'm gonna keep trying to work on this if, if need be. Um, I don't know if 33 pages would go through on the facts, so.
[AGENT][NEUTRAL] Yeah, and if you need to, yeah, if you need to do that and that's fine. Now what you're gonna see, uh, you know, in the portal once we receive those documents, there'll be an open document.
[CUSTOMER][NEUTRAL] But I can try it.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] All right, well I'll keep working on it.
[AGENT][NEGATIVE] Yes, sir. I'm so sorry. Again, I know that's frustrating.
[CUSTOMER][POSITIVE] Yeah, OK, thank you.
[AGENT][POSITIVE] And thank you, Mr. [PII] for calling APL. You call us if you need anything else, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] All right sounds good thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.