AccountId: 011433970860
ContactId: a694ba08-297e-44ac-8d2d-4c58eb5cf601
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 3103699 ms
Total Talk Time (AGENT): 975352 ms
Total Talk Time (CUSTOMER): 1242120 ms
Interruptions: 25
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/a694ba08-297e-44ac-8d2d-4c58eb5cf601_20250606T18:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], um, my name is [PII], and I was trying to, I had, uh, submitted a claim, but then I was trying to
[CUSTOMER][NEUTRAL] Add my uploaded my um.
[CUSTOMER][NEUTRAL] Information, the documents to go with the claim, but I'm not seeing, it doesn't when I go to claims, it doesn't show I have an open claim yet, but I was told that it shows on your end. I was trying to make certain how long does it take or how do, is there a.
[CUSTOMER][NEUTRAL] Is that the way I'm supposed to do it or what?
[AGENT][NEUTRAL] OK, Ms. [PII], so you've already uploaded some information and you're wanting to upload some more information, or you're just wanting to verify if what you've already uploaded was received?
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEGATIVE] I need to upload some information, but I have filed a claim, but I didn't get a chance to upload my information.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you're just wanting to find out how to upload that?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mhm, yes, because it tells me I have no open claims but the other rep, she said she could see the claim that it was successful.
[AGENT][NEUTRAL] OK, so
[AGENT][POSITIVE] Yes ma'am. Well, I can help you with this. And Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm so sorry. You, there was something that caused your voice to cut out on the last 4 numbers.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I'm sorry, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] Policy number is 252-7356.
[AGENT][NEUTRAL] OK, thank you. So give me a moment, Miss [PII], to get your information pulled up, and once I do, I will need to verify several things with you first for security and also any information that's provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the next piece of information to verify is going to be your email address um your mailing address first, your mailing address.
[CUSTOMER][NEUTRAL] That's OK, [PII]. That's [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that is on file for you, one of them is the same as the one you gave me there's also another contact number on there.
[AGENT][NEUTRAL] What is another number that we would have as well?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII]?
[AGENT][NEUTRAL] Thank you, is that still a valid number?
[CUSTOMER][NEUTRAL] My home
[CUSTOMER][NEUTRAL] Mhm yes, that's my home number. It's still valid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, all right, thank you. And then lastly, uh, Ms. [PII], your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you very much for verifying all of your information. So I do see that you uploaded something today into the portal, is that correct?
[CUSTOMER][NEUTRAL] No, I mean I put in a claim form but I didn't get to upload the the resources to go with it.
[AGENT][NEUTRAL] Well, you put in a claim. I mean, you submitted something in the portal today.
[CUSTOMER][NEUTRAL] Yeah, the a claim, yes.
[AGENT][NEUTRAL] So yes ma'am, I can see that that was received so what you would need and it and the reason you can't see it is because there's not a claim number it's not been reviewed yet, so you're not gonna be able to see that. So the other information that you need to upload, you're going to do it just like you did this earlier today.
[CUSTOMER][NEUTRAL] But I didn't submit it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, hold on, let me get to that.
[AGENT][NEUTRAL] And the system will tie all of that information together. That's just like if we do a claim and there's ever, for example, a piece of information missing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you got that missing piece of information and needed to submit it even if a claim number was already assigned you cannot attach a new upload to an existing document so the system does all that internally.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] OK, so I need to go back and um start and then click on start your claim.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Correct. And then like I said, the system is going to know.
[AGENT][NEUTRAL] To tie all of that together and I'm gonna make a note about it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now did um did they did they email you by chance the user guide for the portal that gives you a little direction on using it since it's looks looks completely different. OK, well if you would like for me to do that, Ms. [PII], I do have a user guide that I would be happy to email you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I didn't, no, ma'am.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Alright, and while you're, I'm gonna do that.
[CUSTOMER][NEUTRAL] So that's that's fine.
[CUSTOMER][NEUTRAL] Let me ask 5109.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So now go back here. OK, well it's coming.
[CUSTOMER][NEUTRAL] Next step.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Name of the service, a service.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that'll take a minute or two, so for that email to come through to you, but that email that I sent to you, [PII] will come from [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And I did put APL in your subject line so if you haven't seen it in your inbox in a few minutes, you might wanna check your junk or spam folder to just make sure it didn't go there but again it's coming from care team.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you for me.
[AGENT][POSITIVE] You, you're welcome.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Well, I would have been, they told me that if it didn't show up by Monday, I'm thinking it shouldn't take that long, so I'm glad I called back.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, it does. I mean, as far as being able to upload to be able to like, oh, for you to be able to see it, well, you won't be able to see that until it's processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then what would have happened and said well we need more information and I could have sent that OK.
[AGENT][NEUTRAL] Cause that again.
[CUSTOMER][NEUTRAL] 263 2600.
[AGENT][NEUTRAL] Now, on the cancer, what type of claim did you submit, Ms. [PII]?
[AGENT][NEUTRAL] I mean, is it for cancer or is it for wellness?
[CUSTOMER][NEUTRAL] Um, my cats.
[CUSTOMER][NEUTRAL] It's uh my CAT scan. It's the well, it's my routine CAT scan I have to pay yearly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the cancer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The diagnosed in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm going through and it's saying.
[CUSTOMER][NEUTRAL] Um, I'm do direct deposit.
[CUSTOMER][NEUTRAL] Next step, OK, but then all it does is give me an option to.
[AGENT][NEUTRAL] Up
[CUSTOMER][NEGATIVE] Sign again and then submit, yeah, it doesn't give me an option to upload it.
[CUSTOMER][NEUTRAL] This is the same thing.
[AGENT][NEUTRAL] OK, so give me just a second to look at the user guide because it's like it you missed, it's like it missed a step. So you didn't, you did not attach a file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Mm they didn't give me that opportunity.
[AGENT][NEUTRAL] Did you locate
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I was trying to do, yeah.
[CUSTOMER][NEUTRAL] And then when I actively, you know, did it initially did it.
[AGENT][NEUTRAL] OK, so don't submit anything if it's gonna be, yeah, if there's not a file, don't, OK, so just back out and let's start over and see if I can walk through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I do.
[AGENT][NEUTRAL] The steps with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you get back to your, your main dashboard where it says start your claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, click there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and then on that screen, can you tell me what you see?
[CUSTOMER][NEUTRAL] It says traditional claim, injuries or illnesses, and then it has wellness claims.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it said traditional claim is traditional claims cover treatments for injuries or illness as well as hospital bills depending on the specifics.
[CUSTOMER][NEUTRAL] Of the insurance claim, but what we clicked in the past previously was the wellness claim and what I needed was under there but.
[CUSTOMER][NEGATIVE] It doesn't give me an option to attach.
[AGENT][NEUTRAL] OK, if you're filing it as a wellness claim, it's not going to, there's nothing.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's nothing to attach for a well if it's being filed as a wellness claim.
[AGENT][NEUTRAL] Because it's just that wellness claim form where you, where you would fill in the information and asked for.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When you click on a wellness claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I think that's what happened. I was under the impression that it was not for wellness, but that it was
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] A a sick claim.
[CUSTOMER][NEUTRAL] Well, that's what we should.
[CUSTOMER][NEUTRAL] OK, I don't know. I mean, with the new system, because in the past, in the old system I would do wellness and then it and it has the option for CAT scan on there and then um.
[AGENT][NEUTRAL] Yeah, if
[CUSTOMER][NEUTRAL] So it's about this time last year and then I
[CUSTOMER][POSITIVE] Was able to attach the uh ELB.
[CUSTOMER][NEUTRAL] For the claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so now for a wellness claim though, you don't have to provide that.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] For a wellness claim, it's its own specific separate thing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You don't have to provide all the detailed information that you do for like a cancer claim.
[CUSTOMER][NEUTRAL] Well, this is a cancer claim. I guess I'm, I'm not, I'm confused. It's a, it's a cancer wellness claim, I guess is what, but it's a CAT scan. I have to have one annually since I've had the cancer and I went in on the [PII], and I'm just trying to file my claim to get my yearly scan.
[AGENT][NEUTRAL] On the OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so your benefit and and the amount, OK, so this time last year you had a different policy number. Let me just look at that policy information to see if I can tell.
[AGENT][NEUTRAL] How that was filed for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Oh boy
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] When did you have your test last year, [PII]?
[CUSTOMER][NEUTRAL] Last year the test was let's see.
[CUSTOMER][NEUTRAL] Was it in
[CUSTOMER][NEUTRAL] April, was it in, hold on.
[CUSTOMER][NEUTRAL] It's in the summer months cause I had my last treatment, probably maybe it was May cause I had my last treatment in my immunotherapy was in April.
[CUSTOMER][NEUTRAL] So, I'm gonna say.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Either May or June.
[AGENT][NEUTRAL] OK, so now.
[AGENT][NEUTRAL] What you submitted last year, well, that was for your year [PII].
[AGENT][POSITIVE] It was submitted last year, but it was an imaging benefit.
[CUSTOMER][NEUTRAL] I, um, I submitted something.
[AGENT][NEUTRAL] OK, so here we go. Let me look at this one. Yeah, that was from March.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't really know, just a second.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It just takes a few, I mean it's taking me a few minutes, Ms. [PII], to look at this information so I can see.
[CUSTOMER][NEUTRAL] Oh no, you're fine, you're fine. You are fine. I can, I, I, I understand it is confusing. I'm trying to find my old claim that I submitted if I can get a date on here.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let's see, it was, OK, mammogram.
[AGENT][NEUTRAL] That was a mammogram.
[CUSTOMER][NEUTRAL] That one I need the other one.
[CUSTOMER][NEUTRAL] OK, where's the one for the CAT scan?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Data service that's OK.
[CUSTOMER][NEUTRAL] It was um [PII]. It's when I had it last year. That was the date of service.
[AGENT][NEUTRAL] Yeah, bear with me a second.
[CUSTOMER][NEUTRAL] And I didn't file it till July.
[CUSTOMER][NEUTRAL] So I, after, after school was out, it is [PII].
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] You had it [PII]. OK, so see, I'm looking at that one now. So that's not a wellness expense.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] That's one where you have to submit your claim form, the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] That's not a screening benefit right there. That amount, that $500 because that benefit paid you $500.
[AGENT][NEUTRAL] And your
[CUSTOMER][NEUTRAL] Right, it's the imaging, that's what it is.
[AGENT][NEUTRAL] Right. So, yes, it's not wellness. OK, though, so that's gonna make a difference. So you're not gonna select wellness for this scan and uploading your information. That's why I didn't give you that option. I was trying to just figure out, because obvious obviously, Ms. [PII], with new things like the new portal, there have been some glitches that we're trying to troubleshoot and IT is trying to, you know,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Fine.
[AGENT][NEUTRAL] Fix those so I was trying to make sure that there was not a glitch in what you were, the reason you were not getting the option to upload, but let's so let's go back.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you're gonna click on your start a claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of course
[AGENT][NEUTRAL] Then once you click that, what do you see next?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see traditional claim or wellness claim.
[AGENT][NEUTRAL] Traditional.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then next,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And now what do you, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says select coverage and policy type.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you'll select.
[CUSTOMER][NEUTRAL] To select my current policy.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. The one that's showing as active that ends in that uh 556, the number you gave me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 56. OK, OK then it says upload files.
[AGENT][NEUTRAL] Mhm. Because it was to show that.
[AGENT][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] OK, claim documents should have one data service for claimant.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I need to
[CUSTOMER][NEUTRAL] Scanner.
[CUSTOMER][POSITIVE] And then I'll be able to upload it.
[AGENT][NEUTRAL] Right, scan it in and just save it to your computer and then yes, that's, that's where you would upload it right there. Mhm.
[CUSTOMER][POSITIVE] Oh my goodness, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Well, I'm, I'm definitely glad I called back cause I've been waiting until eternity.
[AGENT][NEUTRAL] Oh, and then let me look.
[CUSTOMER][NEUTRAL] But I understand it was all being you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, with everything being in.
[AGENT][NEUTRAL] Sure. And I do see too, Ms. [PII] that's in the portal, uh, you do have your direct deposit information in there. So that should, you should still be able to see that in your new portal.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, um, if we are able.
[CUSTOMER][NEUTRAL] I, I, yes, we, I did check that, yes ma'am.
[AGENT][NEUTRAL] OK, so once we are, uh, once the claim has been reviewed, if benefits are approved, then they still should go to your direct deposit and then that would take like 2 to 3 days, typically 2 to 3 business days from the date we process it to when you actually receive it in your account, and that kind of depends on your financial institution also.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEGATIVE] The one that I did today, that'll just get thrown out.
[CUSTOMER][NEUTRAL] Basically.
[AGENT][NEUTRAL] No, it's still gonna be in there. Well, I mean, that will, it, they'll, they'll still review any information that's been uploaded.
[CUSTOMER][NEUTRAL] OK, but they, I guess.
[AGENT][NEUTRAL] So if they see that it is, you know, doesn't apply or we're missing something for that type of claim, you know, then it would just be reviewed accordingly and denied with whatever the remark will be once they review that information.
[CUSTOMER][NEUTRAL] Yeah, cause I guess, I guess what I'm trying to say is that um.
[CUSTOMER][NEUTRAL] Would there be notation because I'm scanning this now so let's see here.
[AGENT][NEUTRAL] Uh-huh, OK.
[CUSTOMER][POSITIVE] Oh boy, this is so much.
[CUSTOMER][NEUTRAL] OK, so we're gonna say this.
[AGENT][NEUTRAL] OK, let's.
[CUSTOMER][NEUTRAL] Save as.
[CUSTOMER][NEUTRAL] Uh, [PII] something years.
[AGENT][NEUTRAL] And you said earlier you did upload it under wellness?
[CUSTOMER][NEUTRAL] Yes, I did in er, yeah, [PII].
[AGENT][NEUTRAL] OK, so I'm gonna make a note. Um hm.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I'm just looking in May.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Safe.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So now, oh crap.
[CUSTOMER][NEUTRAL] Excuse me, I'm sorry.
[AGENT][POSITIVE] you're good.
[CUSTOMER][NEUTRAL] Additional
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, next.
[CUSTOMER][NEUTRAL] And so see I um.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] OK, so click here to browse, OK.
[CUSTOMER][NEUTRAL] Probably need to close that browser.
[AGENT][NEUTRAL] Yeah, we'll just, I'm gonna stay on the line until you get that updated. I mean uploaded rather, Ms. [PII], and that way I'll be able to tell you if I can see it is uploaded because I've also made a note regarding the information that was already submitted that that should not have been uploaded as a wellness claim, it's a traditional claim. And then I'm gonna reference this new upload.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Number that I can see.
[AGENT][NEUTRAL] Is it being received?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see here this PC.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Hm scanning is what I need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, where is the document? OK, we got here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see uh.
[CUSTOMER][NEUTRAL] 26.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is gonna be where you I save it.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] [PII] game [PII].
[CUSTOMER][NEUTRAL] My phone.
[CUSTOMER][NEUTRAL] And scan documents, OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, scan
[CUSTOMER][NEUTRAL] Find this.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm I need to see.
[CUSTOMER][NEUTRAL] Who is my house.
[CUSTOMER][POSITIVE] It's really interesting. I
[CUSTOMER][NEUTRAL] I named it and everything, but when I come in here, why is it just showing images?
[CUSTOMER][NEUTRAL] And not
[CUSTOMER][NEUTRAL] The ones with the name.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I could maybe send.
[CUSTOMER][NEUTRAL] Gosh
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Scan documents.
[CUSTOMER][NEUTRAL] Go back here
[CUSTOMER][NEUTRAL] Oh man
[AGENT][NEUTRAL] You sound like me, Miss [PII], when I'm trying to do the same kind of thing that you're doing.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I talked to my computer. Oh, I do some talking to it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] I'm just sitting here thinking about how much I'm relating to you trying to locate.
[AGENT][POSITIVE] Exactly where it was saved to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, let me find it. I know where it is. OK, it's open.
[CUSTOMER][NEUTRAL] OK, it's there. OK.
[CUSTOMER][NEUTRAL] Now hit next.
[CUSTOMER][NEUTRAL] OK, and then I just submit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Go to be it, yeah.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEGATIVE] Error. There was an error processing the request was error persist.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me try it again.
[AGENT][NEUTRAL] And which browser are you using?
[AGENT][NEUTRAL] Ms. Say.
[CUSTOMER][NEUTRAL] Chrome, Chrome, Chrome, Chrome.
[AGENT][NEUTRAL] Chrome, OK. OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And it comes up as
[CUSTOMER][NEUTRAL] Showing like BMP.
[CUSTOMER][NEUTRAL] I thought it was a day pay. What, what type of documents do you guys accept?
[CUSTOMER][NEUTRAL] Is that a problem?
[CUSTOMER][NEUTRAL] So it has to be a PDF or?
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Well, on the knee portal.
[AGENT][NEUTRAL] OK, hold on just a second because I don't see where it tells us on our on the previous one.
[AGENT][NEUTRAL] Um, the user guide, it did tell you.
[AGENT][NEUTRAL] What types of files were, and I don't think they changed, but give me a second to see if I can still pull that user guide information up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I keep getting this he.
[CUSTOMER][NEGATIVE] One or more files corrupted this. It was a part of it.
[AGENT][NEUTRAL] OK, so it's, it's something, yeah, something about one of the files it doesn't sound like. Are there different types of files or are they all the same type of file?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] And it's just, it's just one paper error processing the request, one error more is corrupt and then go with the others. They gave me 3 errors.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] And they, it doesn't stay up there long enough.
[CUSTOMER][NEUTRAL] You're already submitting a form.
[CUSTOMER][NEUTRAL] Option 4, if you have a problem call and talk to option 4.
[AGENT][NEUTRAL] Yeah. Well, you're doing that right now, so we don't need to do that. OK. So this is all right, so the previous files that it would set were a PDF.
[CUSTOMER][NEUTRAL] OK. OK. OK. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A TIFF.
[AGENT][NEUTRAL] A PNG
[AGENT][NEUTRAL] A JPG.
[AGENT][NEUTRAL] JPEG, adopt and adopt it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what type of file were you trying to submit?
[CUSTOMER][NEUTRAL] Well, I thought it was a, a one of the JPEGs or something cause that's what I normally um.
[CUSTOMER][NEUTRAL] It just uses selectit itself so let me go back here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, where is my.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] Let me go back so I can find it. Let's see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, scan the documents.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I need to acquire some patience here.
[AGENT][POSITIVE] Oh, you're good.
[CUSTOMER][NEGATIVE] Computer is old, slow and so it's just I'm like.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just asking. I've, I've asked, um, in our
[AGENT][NEUTRAL] Some of my team members if.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If it's still the same with the new portal because I don't, I I haven't been able to see where it's different, where that part changed.
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] I'm trying to let it finish pulling up all these documents, then I'm gonna look for that one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] See what it says is, if I can see it.
[CUSTOMER][POSITIVE] So I'm trying to be patient and let it do everything it needs to do.
[CUSTOMER][NEUTRAL] Before I start liking.
[AGENT][POSITIVE] Yeah, don't start clicking, but I like to do that too. I click and and I'm like, well wait, so you just gotta, yeah, it's.
[CUSTOMER][NEUTRAL] Mhm, yeah, it's like what they did yeah.
[AGENT][NEUTRAL] It's teaching, it's working on our patients. You had that right a while ago. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it doesn't seem like it puts things in order. So it's like you really are looking, trying to figure it out.
[AGENT][POSITIVE] Oh, I'm so sorry, Ms. [PII]. I could not put you on mute quick enough.
[AGENT][POSITIVE] I apologize about that.
[CUSTOMER][POSITIVE] Oh, that's OK, bless you.
[AGENT][POSITIVE] Thank you
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] 225.
[CUSTOMER][NEUTRAL] Mm oh OK.
[CUSTOMER][NEUTRAL] Now what is it? OK, this right. What is this?
[CUSTOMER][NEUTRAL] It's not a um
[AGENT][NEUTRAL] And yes, I've been told that everything, so that information from before, as far as those file types that I just went over with you and the maximum combined size can exceed 20 megabytes, that's still.
[CUSTOMER][NEUTRAL] Kind of
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] The same for the new portal, so it didn't change the type of files.
[CUSTOMER][NEUTRAL] OK, cause this.
[CUSTOMER][NEUTRAL] So let me see cause the file once I find it, it looks kinda crazy.
[CUSTOMER][NEUTRAL] I need to see what, if I can tell what it um.
[CUSTOMER][POSITIVE] How it's saved.
[CUSTOMER][NEUTRAL] This this doesn't look like some of the things that's in here that I've done previously is what I'm trying to say.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK, I've clicked on it, so now let me see.
[CUSTOMER][NEUTRAL] When it comes up, if I can change the file type if I need to delete it and scan it again.
[AGENT][NEUTRAL] Now you would not, uh you're are you talking about changing the format on your, on your computer cause I know you can't do that once you upload it. OK, OK. Yeah, once it's uploaded, it's just there.
[CUSTOMER][NEUTRAL] Mhm, yes, yes, right, yeah, yeah, because it, well, but it didn't upload remember it was error, so I'm trying to get it to upload.
[AGENT][POSITIVE] Oh yeah. OK. I got you. OK.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm trying, right, so what it would take it. That's what I'm trying to do.
[CUSTOMER][NEUTRAL] This well, no, no gas. I'm gonna have to, I bought a new computer last summer, but I hadn't had a chance to.
[CUSTOMER][NEUTRAL] Work with it, so I'm gonna have to, that's gonna have to get done within the next week or so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Not enough time in the day out last week, I just didn't do, I rested. It was my first week off.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All from school.
[CUSTOMER][NEUTRAL] This week I started. Mhm, yes.
[CUSTOMER][NEUTRAL] So this week, I was trying to start organizing and getting stuff in order and
[CUSTOMER][NEUTRAL] And this is my Friday.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Well, at least.
[CUSTOMER][NEUTRAL] And I and took my car to the shop this morning.
[AGENT][POSITIVE] Oh goodness. So you have had one of those days, as I call them.
[CUSTOMER][NEUTRAL] Yes, I have.
[CUSTOMER][NEGATIVE] And they brought me home, and when they call I just someone to come pick me up and they said, well, not right now. If you try and get a manager to wait here. I'm like, well, we, I thought I gotta finish this claim stuff cause they called right before I call back.
[CUSTOMER][NEUTRAL] I'm like God.
[CUSTOMER][NEUTRAL] I need to call my sister and see if she's had an appointment today or if she's at home. I don't know.
[CUSTOMER][NEUTRAL] You know what I'm gonna do.
[CUSTOMER][NEUTRAL] I can't, I don't know.
[CUSTOMER][POSITIVE] This is funny looking.
[CUSTOMER][NEGATIVE] That's probably why it's rejected it.
[CUSTOMER][NEUTRAL] I'm gonna see if I can.
[AGENT][NEUTRAL] It sounds like it's, yeah, probably not. It's something about the format.
[AGENT][NEUTRAL] On the file.
[CUSTOMER][NEUTRAL] Yeah, cause this, uh.
[CUSTOMER][NEUTRAL] OK, because it's not um.
[CUSTOMER][NEUTRAL] It says the item type is a BMP file and I don't know what that is.
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] So that's not one of the acceptable formats.
[CUSTOMER][NEUTRAL] Yeah, and then it shows that.
[CUSTOMER][NEUTRAL] And see.
[CUSTOMER][NEUTRAL] And it normally does a JPEG or something.
[CUSTOMER][NEUTRAL] I don't know what's going on with that.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Let me see if I can.
[CUSTOMER][NEUTRAL] Scan this again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ok, it's not just log in here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me try this once again.
[CUSTOMER][NEUTRAL] Oh wait a minute, hold on, so see.
[CUSTOMER][NEGATIVE] OK, this oh crap.
[CUSTOMER][NEUTRAL] Hold up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] box.
[CUSTOMER][NEUTRAL] OK, we gonna delete this.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, this here.
[CUSTOMER][NEUTRAL] Let me see if I can see what this is.
[CUSTOMER][POSITIVE] This is the one I need, I think.
[CUSTOMER][NEUTRAL] OK, remove edit the photos.
[CUSTOMER][NEUTRAL] Property
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I was trying to see.
[CUSTOMER][NEGATIVE] What is this BMP because that's not.
[CUSTOMER][NEUTRAL] Something that
[CUSTOMER][NEUTRAL] It didn't allow me to select, but normally it's a JPEG or
[CUSTOMER][NEUTRAL] Or something.
[CUSTOMER][NEUTRAL] And I see that it looks like the file was moved or renamed.
[CUSTOMER][NEUTRAL] OK, this.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] I'm so sorry. I'm so sorry. This is
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, let's, I'm gonna try this again.
[CUSTOMER][NEUTRAL] So I don't know. I just see what I'm doing here.
[CUSTOMER][NEUTRAL] Desktop.
[AGENT][NEUTRAL] And the document you scanned in was like a Word document?
[CUSTOMER][NEUTRAL] Now, uh, [PII], uh, it was the, um, it was a, um,
[CUSTOMER][NEUTRAL] Uh, uh, ELB.
[AGENT][NEUTRAL] OK, I don't know what it was and you just scan that in and saved it. Uh, you may have to right click on that image and tell it to save as PDF.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm, I did.
[CUSTOMER][NEUTRAL] OK, or something, OK.
[CUSTOMER][NEUTRAL] It was, uh, yeah, it was a um
[AGENT][NEUTRAL] Change how it's.
[AGENT][NEUTRAL] And change how.
[CUSTOMER][NEUTRAL] How I say
[CUSTOMER][NEUTRAL] That's what I was trying to see, but I'm gonna try it from this list here.
[CUSTOMER][NEUTRAL] 2025. What is it? OK, right here. OK, so we're gonna right click.
[CUSTOMER][NEUTRAL] Rename
[CUSTOMER][NEUTRAL] View, delete, send to save ads. Let's do that.
[CUSTOMER][NEUTRAL] So is.
[AGENT][NEUTRAL] Yeah, try your save as and then see what options.
[AGENT][NEUTRAL] It'll give you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] File type.
[CUSTOMER][NEUTRAL] How can I change the file type?
[CUSTOMER][NEUTRAL] Right quick.
[CUSTOMER][NEUTRAL] I need to hold the print zone.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] It's not allowing me to
[CUSTOMER][NEGATIVE] Huh, change the file type doesn't look like.
[AGENT][NEUTRAL] You may have to just re-image your, I was gonna say, or
[CUSTOMER][NEUTRAL] And rename you.
[CUSTOMER][NEUTRAL] Redo it.
[AGENT][NEGATIVE] When you say, when you're telling it to save, save ass.
[AGENT][NEUTRAL] It should give you the little box below to like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, mhm, right.
[AGENT][NEUTRAL] As to how you want to save it, and that's where you would.
[CUSTOMER][NEUTRAL] Yes. Right.
[AGENT][NEUTRAL] If you're not getting anything on right click, you might try there. Otherwise, you may have to just try and re-scan it, Ms [PII].
[CUSTOMER][NEUTRAL] Yeah, that's what I'm gonna try to do. Winds cannot scan your scan profile, so let me go back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is the scanner. This is the forward. All right, here is where I need to change it. OK, so is it J, I got a JPG or PNG, which, which one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the first one.
[CUSTOMER][NEUTRAL] JPG file.
[AGENT][NEUTRAL] Yes, it will take that. That's one of the acceptable files.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Then I'll scan it, then I'll go back and delete that other thing.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I'm gonna need, I hope I have a, a Coke, um, in the refrigerator. I need this my, when I say a strong drink, it's a Coke for me.
[AGENT][NEUTRAL] No, neither. Yeah.
[AGENT][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna rename use what was it for 18.
[CUSTOMER][NEUTRAL] OK, scan.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] A problem preventing winners from saving the savings that you were skin.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] I used to see.
[CUSTOMER][NEUTRAL] OK, there it is.
[CUSTOMER][NEUTRAL] But I need to rename it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 104 1825 um probably can't put this in here.
[CUSTOMER][NEUTRAL] CAT scan.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna go with
[CUSTOMER][NEUTRAL] OK, who is it save it saved and scan, OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna try this again.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Start your plan, just you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is the people with the car please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm here.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, thank you. Now they're sending somebody to pick me up, so let me see if I can get this Lord [PII] in my in your name. OK, OK.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Looks good.
[CUSTOMER][NEUTRAL] Let's get it open.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Next step.
[CUSTOMER][NEUTRAL] And then we're gonna say submit.
[AGENT][POSITIVE] And provided that everything goes well, you should get a successful.
[AGENT][NEUTRAL] Notification.
[AGENT][NEUTRAL] It should tell you that your claim.
[CUSTOMER][NEUTRAL] Amen.
[AGENT][POSITIVE] Was successfully uploaded.
[AGENT][POSITIVE] Are successfully submitted I think is how it now is worded.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, it's still thinking and submitting.
[AGENT][NEUTRAL] Yeah, and it's gonna take it, it, it will, will take it a minute to do that.
[CUSTOMER][POSITIVE] OK, I successfully submitted. I'm sorry. I'm, I'm that excited.
[AGENT][NEUTRAL] Look at here. Yay, OK. Yeah, I know you did. So hold on just a second and let me um
[AGENT][NEUTRAL] You've earned that coke, Miss [PII], and look at there. I just see another upload.
[AGENT][NEUTRAL] So you have
[CUSTOMER][NEUTRAL] Crazy.
[AGENT][NEUTRAL] Two things now in line for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, and you've noted that that well this was in the wrong area, so this, this automatically attached to the, the other one.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, because you said that what was uploaded earlier was actually what type of, I mean, what was that?
[CUSTOMER][NEGATIVE] It was just well nothing was uploaded. It was just an error. I was trying to file the same claim.
[AGENT][NEUTRAL] Did you uploaded.
[AGENT][NEUTRAL] OK, so I just.
[AGENT][NEUTRAL] OK, so I just put the what was received earlier today via the OSC.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] Should not have been uploaded as wellness. This should be part of the traditional claim, which has now been uploaded under a specific number that only I can see. It wouldn't do you any good. You should have a, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, so that when they do, you know, anyone else would be able to see our note.
[CUSTOMER][NEUTRAL] Mhm. Yes. OK. OK. Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh gracious. I may get um a burger too. I may get a burger when I before I come back home.
[AGENT][NEUTRAL] I don't blame you, Ms. [PII]. I think that you should, but I'm just glad that you were able to um get the, you know, get it uploaded and everything and that we can see that it was submitted.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, ma'am. So likewise, so I got everything. So now when I come back, I can relax and
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Get started on what I need. Other things I need to do because I need to do this. So I, so I'll get it probably within a week or so I'll get that text telling me you've received like I guess that's the way, that's the way it used to be.
[AGENT][POSITIVE] That's right. That's right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Once it's been reviewed, yes, ma'am, you should still receive a text notification once it's been reviewed. And on the cancer claims, they do, they're a little longer on the time frame, you know, as far as reviewing this type of claim.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But yes, ma'am, you should get a text alert now with the old system, you would get the text alert before you could actually see your explanation of benefits in your portal because it had to go through our overnight processing, OK, before you could see the, so you would just have to call us to get the status once you got that text and as far as I know it's the same with this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You'll get the notification, but if you try to log into your portal, you probably won't see it then. So you could call us and we could verbally give you the status and then after the overnight processing you should be able to see it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, but you can see, you see I uploaded and I got the confirmation.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And I see that you do have 2 things that you submitted today.
[CUSTOMER][POSITIVE] OK, thank you, thank you, thank you.
[CUSTOMER][POSITIVE] OK, so that's wonderful. And then one of the, both of those were, yeah, because that was all on one because you said you had to go back in and do your documents separate, so yeah, OK, so that was just 2. OK, but [PII], you, you go get you a coke too if I was there, I would take to get a coke and burger.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] one.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I certainly think I just might take you up on that suggestion.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][POSITIVE] OK. OK. I do thank you for your patience.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] Oh wonderful service, OK.
[AGENT][POSITIVE] Oh, well, it was my pleasure in helping you and speaking to you today, Ms. [PII], and if you have any other questions, just give us a call back and we will certainly try to help you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All right. Well, thank you again for calling Afield. Yes, ma'am. I hope you have a wonderful weekend too.
[CUSTOMER][POSITIVE] You have a good weekend.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.