AccountId: 011433970860
ContactId: a2002099-6bb9-48ab-8bed-edebc6f18bc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 840289 ms
Total Talk Time (AGENT): 324271 ms
Total Talk Time (CUSTOMER): 310684 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/a2002099-6bb9-48ab-8bed-edebc6f18bc0_20250122T15:48_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm [PII]. I'm calling because I spoke with someone yesterday. They told me to call back. I was trying to get through to uh [PII].
[AGENT][NEUTRAL] OK, I didn't get your first name. Can you repeat, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have your policy number, your problem?
[CUSTOMER][NEUTRAL] Yes, it's 255-2435.
[AGENT][POSITIVE] Thank you and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me pull up your file and get you verified and then we can proceed.
[AGENT][NEUTRAL] If you can verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] Um, [PII], address is [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] So, yeah, it, sometimes it shows time right, sometimes it shows [PII].
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you for that. And is it regarding a claim draw drawn?
[CUSTOMER][NEUTRAL] Yes, but, um, I didn't submit it yet. I was about to, um, I called yesterday trying to get back to um someone I was speaking with um.
[CUSTOMER][NEUTRAL] And they told me to call back today because she wasn't in the office. Her name is [PII].
[AGENT][NEUTRAL] Uh-huh, how can I help you? I could probably assist you. She's actually not, she doesn't receive phone calls.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] You spoke with her yesterday?
[CUSTOMER][NEUTRAL] No, they, I spoke with her, um, maybe uh last week. She told me to call back this week.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. And how can I assist you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was trying to um because online it was not letting me submit my claim through the website or a PC a desktop or so um she was helping me do it and I was trying to get back to her because she told me to.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, got it. Um
[CUSTOMER][NEUTRAL] She told me to call back for her.
[AGENT][NEUTRAL] And so you mean creating an online account on at [PII]
[CUSTOMER][NEUTRAL] No, no, I have
[CUSTOMER][NEUTRAL] No, I have an online account.
[AGENT][NEUTRAL] OK, you're just trying to upload a claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you've not been able to do that?
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so can you go to the website?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and tell me which site are you going to? Is it [PII]?
[CUSTOMER][NEUTRAL] It and public [PII].
[CUSTOMER][NEUTRAL] I mean, American, American [PII] login.
[AGENT][NEUTRAL] So it's secured. Am [PII].
[AGENT][NEUTRAL] [PII] login.
[CUSTOMER][NEUTRAL] I'm sorry, can you?
[CUSTOMER][POSITIVE] So it's secure
[AGENT][NEUTRAL] Yeah, put secured at the in the front SEC.
[CUSTOMER][NEUTRAL] OK, I, I see it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so when you get to the home page it should say um.
[AGENT][NEUTRAL] American Public Life. Welcome.
[AGENT][NEUTRAL] Online service center.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] You said the log in page you say that?
[AGENT][NEUTRAL] Yeah, the home page.
[AGENT][NEUTRAL] It should say APL at the upper left and then in the body OK online service center welcome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it says, it's showing my coverage and it's showing API ID cards. I logged in. Is it, you're talking about before I logged in?
[AGENT][NEUTRAL] OK, you're already there.
[AGENT][NEUTRAL] OK, so you're already in in the site. OK, so do you see the claims dashboard where it says file a claim?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, it says upload files in the green box that says upload files.
[AGENT][NEUTRAL] OK, that's what I'm talking about. So did you click on that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yes, yes, I know how to file a claim. It just would not let for whatever reason.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm just trying to walk you through the process again.
[AGENT][NEUTRAL] And are you using your phone? Are you on a laptop or a desktop?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I use both. I've been trying to file for the last 3 weeks, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I found one because I faxed it, um.
[CUSTOMER][NEUTRAL] Um, I had to fax it because online was not working for some reason on my phone, on my computer, on my employer, employer's computer, it was not letting me upload a thing.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] What device are you using now?
[CUSTOMER][NEUTRAL] Now I'm on my, my cellular device.
[AGENT][POSITIVE] Yeah, it, it's, it's most interactive if you're on a laptop or a desktop.
[CUSTOMER][NEGATIVE] Yeah, that wasn't working either.
[AGENT][NEUTRAL] OK. Do you have
[CUSTOMER][NEUTRAL] And it's been maybe 33 to 4 weeks now. I cannot file a claim, so.
[AGENT][NEUTRAL] OK, did you say you faxed it?
[CUSTOMER][NEGATIVE] Um, the previous one I fat.
[AGENT][NEUTRAL] Is the claim for you?
[CUSTOMER][NEUTRAL] No, it's for someone on my insurance, um, [PII].
[AGENT][NEUTRAL] And who is it? [PII]? OK, let me look at her account.
[CUSTOMER][NEUTRAL] For the date service of 1016.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Would this be for year [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And when did you upload that or fax it over?
[CUSTOMER][NEUTRAL] No, I didn't send it yet. I, I've seen the previous one for, for, um, data service of.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I believe it was November.
[CUSTOMER][NEUTRAL] The data service for the other one was.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. OK, I see that one.
[CUSTOMER][NEUTRAL] That's the other one I, right? That was the last one I found for, but I was trying to find one for 1016 24, and it would not let me even on that one, it wouldn't let me, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Upload it from my computer or my phone. I had to fax it, but um.
[CUSTOMER][NEUTRAL] I know the lady um, they said.
[CUSTOMER][NEUTRAL] They say, um,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], that's the, yes.
[AGENT][NEUTRAL] Yeah, any, any one of us can help you actually you're in the right area for the OSC for the online service because we do the troubleshooting.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Everything that you verified is correct. I'm not understanding why you're not able to upload when you upload, what message are you receiving?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It says oops, um.
[CUSTOMER][NEUTRAL] Keep saying oops, um, that it did like basically it didn't go through and it says oops.
[AGENT][NEUTRAL] OK, do you have access right now to a computer?
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that?
[AGENT][NEUTRAL] Do you have access to a computer or a laptop? I wanna try another device other than your phone.
[CUSTOMER][NEUTRAL] Um, not right now. I mean, I've been trying to do this for 3 or 4 weeks. I did it at home on my computer multiple times. I did it on my employer's computer.
[AGENT][NEUTRAL] I know it, but I'm on the phone with you now and I just kind of wanted to walk you through it to see exactly what it could be.
[CUSTOMER][NEGATIVE] It said oops there has been an error. It looks like you're experiencing a technical difference. If you continue to experience issues, please contact customer service at [PII]. Yeah, it's, that's what it keeps saying on the computer and on my phone.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Would you
[AGENT][NEUTRAL] Which is who you're speaking with, so I'm trying to just narrow it down to some specifics. I know that you've tried before, but I wanna go step by step, but I know that the best device to use is either a laptop or desktop.
[AGENT][NEUTRAL] And do you know how many pages it is? How, how big is your document?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It says 15 um.
[CUSTOMER][NEUTRAL] The name is 20 MB and my documents are 550.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] OK, so that shouldn't be the issue. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And you've tried it today on your phone with no success?
[CUSTOMER][NEUTRAL] Yes, Moses is.
[AGENT][NEUTRAL] OK, I'm, I'm just gonna request that you somehow, you know, locate a, a your laptop or your desktop, um.
[AGENT][NEUTRAL] And I know you've done it on both each of those before.
[CUSTOMER][NEGATIVE] Yeah, that's not, that's not, that's not working.
[CUSTOMER][NEGATIVE] That's not working either. I tried that earlier this morning.
[AGENT][NEUTRAL] OK then if if if you're not wanting to troubleshoot it now if you don't have availability to a computer or laptop, then the next option would be to fax it.
[CUSTOMER][NEUTRAL] Oh, OK. Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have our, the fax number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, I have the fashion. Do you know whether or not?
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you know whether or not Mr. [PII] has a um extension number or?
[AGENT][NEUTRAL] Yeah, and we do not receive calls directly or calls come through a queue.
[CUSTOMER][NEUTRAL] Well, I can transfer.
[AGENT][NEUTRAL] To the care team which is who you're speaking with.
[AGENT][NEUTRAL] For assistance.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And are you able to transfer me to?
[AGENT][NEUTRAL] I mean we are the one who troubleshoot the online service center so you're where you need to be.
[AGENT][NEUTRAL] Um, and I'm trying to assist.
[AGENT][NEUTRAL] But I know that you're saying it's not working, but there are different things that we could perhaps do with you on the phone, but I need for you to be on either a laptop or a desktop.
[AGENT][NEUTRAL] Or you can fax it.
[CUSTOMER][MIXED] OK, but you can't transfer me.
[AGENT][NEUTRAL] Well this is the area that would that would help you with this concern that's that's our number, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Because I've been going through this for, I mean, weeks, she helped me through the last one, so I was just trying to get back to her.
[AGENT][NEUTRAL] Yeah, I don't actually show one uploaded via uh online service for Zari.
[CUSTOMER][NEUTRAL] Can you repeat that?
[AGENT][NEUTRAL] You said that she helped you upload the last one for you or for a dependent?
[CUSTOMER][NEUTRAL] Oh, it's far, it's for the last one of our um dependent.
[AGENT][NEUTRAL] Yeah, so this the one the one for Zari was not uploaded online.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Yeah, I faxed it. I believe.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So whenever you're able to have access to either a laptop or a computer, preferably, um, I wanna to troubleshoot with you but I can't, you know, um, some, you know, you may be able sometimes to use your phone, but it's not a device that suggests it by APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So how would you like to proceed?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, I was gonna say, I mean, I went back it worst case scenario, but I just wanted to call back. I just wanted to get through to her because I know, uh, she told me to call back next week, you know, get what I'm saying, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so you're with the area that does the troubleshooting for the online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So how would you like to proceed?
[CUSTOMER][NEGATIVE] Um, I guess I will have to fax it again. The online is not working.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and I guess I have to go from there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Or when whenever you get to a laptop, uh, or a desktop you can call us back, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what you would just have me try it on the desktop? That's all you, you have to try it on the desktop?
[AGENT][NEUTRAL] Yeah there's other things I'll um I wanna reverify everything uh perhaps remove your email address and reenter it uh just small things that we that we do.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, for some whatever reason it won't let me do it online so.
[AGENT][NEUTRAL] OK. I understand that.
[AGENT][NEUTRAL] So whenever you have access to a laptop or a desktop, can you call us back?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And even even if you fax it, you can still call us back because I kinda wanna see what the what the issue is.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you. Yes.
[AGENT][POSITIVE] Alright, thank you for calling APL [PII] and have a good day.