AccountId: 011433970860
ContactId: a70a733c-24fb-4f36-b187-dba64d890a98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1763349 ms
Total Talk Time (AGENT): 590327 ms
Total Talk Time (CUSTOMER): 851822 ms
Interruptions: 13
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a70a733c-24fb-4f36-b187-dba64d890a98_20250609T13:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, so this is [PII], and I was calling because I filed a claim in the online service center and I don't even know if it's accepted the claim or not. It just gives you, uh, tell you to fill the information out, doesn't give you anything to submit. It just, uh, stop it, you know, view your profile.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I wanna see if it's if the information that I put in twice uh was received.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm, OK. I can check and see. Um, may I have the policy number?
[CUSTOMER][NEUTRAL] I do not have it.
[AGENT][NEUTRAL] No, OK, that's fine. I can pull it up and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and for security, I need to verify the date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] And you what you need now my mailing address.
[AGENT][NEUTRAL] Uh, the date of birth, mailing address and email.
[CUSTOMER][NEUTRAL] Once that
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Mm OK. And this is for the cancer policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm, yeah. Nothing has come in.
[AGENT][NEUTRAL] So you're not getting like a
[CUSTOMER][NEUTRAL] How long does it?
[AGENT][NEUTRAL] It should be here and when you do it online, it goes automatically. Are you getting any confirmation numbers or anything or no? It's just kicking you out?
[CUSTOMER][NEGATIVE] No, it's just kicking me out.
[AGENT][NEUTRAL] Oh boy, OK, uh.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. And um are you on a computer or is it a um tablet or the phone?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] On the computer.
[AGENT][NEUTRAL] Computer, what browser are you using?
[CUSTOMER][NEUTRAL] Um, I think it's um.
[CUSTOMER][NEUTRAL] Explorer.
[AGENT][NEUTRAL] OK. Do you have a Chrome?
[CUSTOMER][NEUTRAL] Microsoft.
[AGENT][NEUTRAL] Is edge
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, well, I should be working in edge, um, hmm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want to try again while you got me on the line?
[CUSTOMER][NEGATIVE] I can't, I doubt it work up so what I did was.
[AGENT][NEUTRAL] As you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh-huh. I went to start your time.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Click on there.
[CUSTOMER][POSITIVE] I found the wellness benefit.
[CUSTOMER][NEUTRAL] Click on wellness or uh uh here and then hit the next button.
[CUSTOMER][NEUTRAL] OK, it actually deposit. Uh, my phone has already been set up, so, um, I don't know if I need to hit it again, but the information is in there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know I already put it in on employment never right I just said. What's that but in service for it.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, so the contact number.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, so let's work.
[CUSTOMER][NEUTRAL] And I me.
[CUSTOMER][NEUTRAL] OK, mean payout method. I see direct deposit.
[CUSTOMER][NEUTRAL] Next step.
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] OK, now it's getting a place for it signed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] The sickness. Oh, I didn't get this stuff.
[AGENT][NEUTRAL] Yeah, signing and knowledge.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You like on test.
[AGENT][NEUTRAL] Yeah, it's just, it's just let me in the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It happens. It happens a lot.
[CUSTOMER][NEUTRAL] I mean.
[CUSTOMER][NEGATIVE] I can't sign up.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] So it did take me on to submitting that claim. I don't know. Uh, let's see if it's gonna give me any acknowledgement because they didn't do that in the beginning. I follow those actually. OK, now I do have a claim for [PII] that I did not file. So and it's for a mammogram. So I filed that as well and it didn't text, so I go back and enter that too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, just, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But uh my question was, so.
[AGENT][NEUTRAL] Uh-huh, up here.
[CUSTOMER][POSITIVE] You don't have to uh submit any type of uh documents you are gonna get them.
[AGENT][POSITIVE] Yeah, no more documents needed for those, for the wellness. It's just fill that out and send it in and we'll go ahead and verify that with the doctor and pay it out. Yeah, it's that simple now.
[CUSTOMER][POSITIVE] That's true. It is. I like that. OK, you should stop going around when I'm trying to submit.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] It it is here. I can see it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Good, so I'm gonna go back and put in the one that did in [PII].
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] But I have to get one don't be too much.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] There was an error processing questions just er sist is away.
[CUSTOMER][NEUTRAL] With similar many that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, when that happens, sometimes it means that it's just time out. I don't know if they have fixed that on this new system, but yeah, you just need to go back in again.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And submit just hit the submit that the point information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's probably gonna turn out to be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] The thing.
[AGENT][POSITIVE] Yes, I see it now. Yes, I got the two of them.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK. OK. So what else do I need to do?
[AGENT][NEUTRAL] That's all.
[CUSTOMER][NEUTRAL] Is it for me?
[AGENT][NEUTRAL] That, that's
[CUSTOMER][NEGATIVE] They didn't give me a confirmation.
[AGENT][NEUTRAL] Oh, it did not give you the confirmation number. When you go into my profile and you go to claims, do you see it under um submitted?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Click on my policy and claims.
[CUSTOMER][NEGATIVE] Network response is not OK if this error just please contact customer service.
[AGENT][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] Network.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I know, I try to use mine and I was like, oh my goodness, the internet, I don't know.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] Yeah, uh, they say how, yeah, this, this, this, this thing don't work.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Period. I hope somebody else said. I hope we don't have an issue doing this because this right here is not what it is.
[AGENT][POSITIVE] Yeah, I know. We're gonna get a lot of coffee if it starts doing this for everybody.
[CUSTOMER][NEUTRAL] It's a man.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh boy. Um, yeah.
[CUSTOMER][NEUTRAL] Exactly, I don't, I don't know, maybe because I'm on uh their computer.
[CUSTOMER][NEUTRAL] Uh, cause I have a policy, you know, I work here.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, uh-huh, yeah.
[CUSTOMER][NEGATIVE] So I don't, I don't, maybe that's what it is, but I don't know. Do you have my money because, uh, I'm not gonna be able to do it again because I did it full time.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK. Yeah, I don't, I, I don't think that's gonna be a problem, but yeah, I'm not sure why he's doing that, but hopefully it's it's just um maybe just because uh you're using edge and uh Chrome is a little bit faster, but I'm not sure. It could be it. Yeah, I do see um the two submissions you made, so they are already in line to be processed. You don't have to do anything else.
[CUSTOMER][NEUTRAL] OK, what are the data service so I can make sure it's just uh a duplicate and you got one for [PII] and 20.
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] OK, let me look at documents.
[CUSTOMER][NEUTRAL] Well, actually it's 2025. I skipped 2024.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Let's see confirmation.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I should have found one for [PII]. She found one for [PII]. You may not be able to see the records.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, OK, so it's not letting me maybe because it's the electronic submission.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me try this one more time.
[AGENT][NEUTRAL] Confirmation I see. Oh, let me try number just in case.
[AGENT][NEUTRAL] 025.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] hold on um.
[CUSTOMER][NEUTRAL] I don't even use ro. Yes, I should though.
[AGENT][NEUTRAL] Yeah, let me just try it again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It doesn't let me view it.
[AGENT][NEGATIVE] Yeah, we've been having problems with this system. I
[AGENT][NEUTRAL] I just don't know. It's supposed to be better, uh.
[AGENT][NEUTRAL] I don't see that, but OK.
[CUSTOMER][NEGATIVE] Yeah, you know what they, uh, this, that's the thing I hear all the time. Oh, this is gonna be better. This is, no, it's not, it's not better. It's not good, and I've never tried it.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mm mm mm mm.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] You know, I'm glad that I have it because I wouldn't really that tired and then, you know, uh, using the information it using my email address. I would think you use social security number if you really want to tie in uh policy information. That is not even personal information uh email address.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then they got my old one on file so it's if I didn't have a policy. Well, mm I don't that's that part.
[AGENT][NEGATIVE] Yeah, I know, uh, it is. We're getting a lot of calls. Why we have to create the account all over again and why it's just, yeah.
[CUSTOMER][NEUTRAL] That is.
[AGENT][NEUTRAL] It's been a week since it started. It's been a week.
[CUSTOMER][NEUTRAL] Then it's telling me that.
[CUSTOMER][NEUTRAL] I yeah.
[AGENT][NEUTRAL] OK. All right, so.
[CUSTOMER][NEUTRAL] I mean, you only.
[AGENT][NEUTRAL] Yeah, it took a little bit to open, but I did see one for um [PII] and that's the mammogram.
[AGENT][NEUTRAL] And then let me see the other one.
[AGENT][NEGATIVE] I had to use the mail number. It didn't let me use the confirmation number for some reason.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh man I was using a name of that DVRA. Let me use my own it's not set for a password to see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] and why.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The first one you submitted for some reason is just not wanting to open. Let me try one more time. The only one that I was able to open was the 1 [PII], um.
[AGENT][NEUTRAL] Let me see one more time.
[AGENT][NEUTRAL] 267.
[AGENT][NEUTRAL] Yeah, that this the first one is just not wanting to open, so I don't know if you wanted to submit it again for the first one because if I'm not able to open it and that means that there's nothing there.
[CUSTOMER][POSITIVE] Definite
[CUSTOMER][NEUTRAL] OK, well let me try to open it now and what I'm having a problem with is I just set, set up this account in my email address, uh, and to update it and change it to the one that I want to use. Now it's already sent me a a few verification codes for that email address.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But my problem is now it don't wanna, they don't wanna use it, so I'm gonna go back again and go on a [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my family.
[AGENT][NEUTRAL] OK. Did you change the email to the [PII] or is it a different email?
[CUSTOMER][NEUTRAL] that's it.
[AGENT][NEUTRAL] I see. OK, so it changes on our side.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see, uh, maybe.
[CUSTOMER][NEUTRAL] OK, one moment. Let me, let me write this down. Uh, uh, maybe I use something else.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] OK, so send me a verification code.
[CUSTOMER][NEUTRAL] To that well.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That's why I hate to fly a plane. I hate, I hate to fly a plane. I really do.
[AGENT][NEUTRAL] Yeah, especially when they're this complex that you have to do so much to get it.
[CUSTOMER][NEUTRAL] This out on benefits.
[CUSTOMER][NEUTRAL] Right, right, and like I just got it.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then the verification code is so small.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It takes a magnifying glass to see it, and you cannot.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] You can't make it big. You just have to use it. I think this is right. I hope that it is, it's called. You can barely see it. Oh, do that.
[AGENT][NEUTRAL] Oh really?
[AGENT][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] Yeah, I, I try to go into my account and I was not able to open the uh claims that I submitted, so I was like, OK, if I cannot see my own claims, I wonder how the people are looking at their claims.
[CUSTOMER][NEGATIVE] Right, right, I think y'all need to report this to uh to whoever it is that's over this because I um because this is not working.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, it's not friendly. Yeah, I've had a lot of people saying this is so not friendly, like, oh boy.
[CUSTOMER][NEUTRAL] No one you get a lot of time.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Well, right, it's definitely not user friendly. Oh my goodness.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, and they're liars.
[CUSTOMER][NEUTRAL] Are you traveling?
[AGENT][NEUTRAL] We're taking a lot longer in the past.
[CUSTOMER][NEUTRAL] Did you ever get uh.
[CUSTOMER][NEUTRAL] Why did you ever get through it?
[AGENT][NEUTRAL] We sure.
[CUSTOMER][NEUTRAL] The to file your claim, did you ever take it?
[AGENT][NEGATIVE] Um, I wasn't, I was trying to view EOBs in my account and I was not able to, and, um, so yeah, they went ahead and fixed that, but yeah, it took a while for them to fix it, so I don't know if um I hope we're not having any more troubles, but yeah, I wasn't able to see mine. I was like, imagine the other people that are calling, they're not able to see theirs, and that's why they're calling so frustrated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] Yeah. No, the calls are taking way longer and it's because, I mean, everybody's having troubles with this all I see it's just, it's just, it's been like this for a week.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] And uh and I guess it uh fit everything.
[AGENT][POSITIVE] Mm, yeah, they're fixing us. We, we get all the errors, but you, we're getting all the.
[CUSTOMER][NEUTRAL] At some point.
[CUSTOMER][NEGATIVE] And see, I never, like I say, I never, I, I, my file my claims be late because I really, I like I said, I don't like filing claims because it's so time consuming, you know, you have policy you don't even feel like dealing with them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Facility contact number is [PII].
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] I'm googling it just said forget about it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I, um, just bear with me. I, we're done in a minute. So it's quick, you know what, yeah, it'll take your information back. It's taking your information from you for your claim, your direct deposit, all of that, uh, pretty fast.
[AGENT][NEUTRAL] Sure. Yes, OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And you know what, the first thing I didn't do, uh, wait a minute, uh, let me slip I well this benefit.
[CUSTOMER][NEUTRAL] My friend, my direct deposit did not highlight in dark blue.
[CUSTOMER][NEGATIVE] OK, now give me someone that was, that's what will prevent that don't not a day. That's probably why it's taking so long. My signature don't look right.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh, like I I'm in kindergarten.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And 2, OK.
[CUSTOMER][POSITIVE] And now I'm saying that's what that was, that was my error and that's why I didn't take and it, you know, it allowed me to go to the next step.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But once it said you on profile, it actually it didn't my method of payment when I clicked on direct deposit, it didn't highlight in dark blue, and that's what that's what prevented it from giving me that last step. Now why is going around after I submit it? Now that's another issue.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, it, I mean, it usually takes a minute because we have noticed that it takes a minute, a little bit longer than the other ones submit stuff, so it kind of like thinks about it before I submit it. So yeah, it is taking like a minute to, to, to submit everything for some reason.
[CUSTOMER][NEUTRAL] Why they got my mone like that?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But it should be faster, so, yeah.
[CUSTOMER][NEUTRAL] Yeah, I, I'm, I'm just.
[CUSTOMER][NEUTRAL] Right, yes, I'm, I'm, I'm giving you information in case they wanna fix some of the issue and that one, that one part and maybe everybody else is, um, is not have they they may not be having a problem, but I know that we're not seeing that dark blue payment method.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] It's what prevented me. I've already set it up, uh, to pay direct deposit, gave my account information. Do you see it now because it didn't want a looping around and everything.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] You know what you're gonna do. It's not gonna submit on your end until you give me I'm guarantee that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Probably. Mhm.
[CUSTOMER][NEUTRAL] You don't see it.
[AGENT][NEUTRAL] I do. Yes, I do. Let me see. 269, let me, I do, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You see it now?
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] What date did I put on there?
[AGENT][NEUTRAL] It's weird that it's not giving you the confirmation number. That's really weird, unless they're not giving confirmation numbers any longer and it just goes to your claim history submission, which that part they have not really said that it changed. So, um, yeah, I'm not I'm not sure how it's looking right now and
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Uh, what data service did I give you on that?
[AGENT][NEUTRAL] OK, I'm trying to pull the image, um.
[AGENT][NEUTRAL] Did it, have they, have they given you um any confirmation numbers or anything like that? Did it say submitted or anything like that or no?
[CUSTOMER][NEUTRAL] No, I could cancel this. I need to make sure that I put in.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, uh, don't cancel it just yet. Let's, let's wait just a minute and see if that will help to come in because the the the last one you submitted before this one, I was able to open it, but the one prior I was not able to open it. Now this one I'm having troubles opening it, but if you say that it didn't finish submitting, that's probably why I cannot see it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So let let me try one more time.
[CUSTOMER][NEGATIVE] Well, I canceled it.
[AGENT][NEUTRAL] Oh you did?
[CUSTOMER][NEGATIVE] I canceled it before, uh-huh, but I'm not finished if you could see it. I stopped, but I did not put in the right uh service that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You do not, OK.
[CUSTOMER][NEUTRAL] I think I couldn't, I don't know.
[AGENT][NEUTRAL] OK. Yeah, I'm not able to open it.
[AGENT][NEUTRAL] I don't see anything under that um confirmation or mail number.
[AGENT][NEUTRAL] Yeah, I'm pulling up.
[CUSTOMER][NEUTRAL] OK, you don't take long. Like I said, you don't take long to put in, uh, you know what I think I put in for the service date.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] My date of birth.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's what I did. That's what I know. That's what I did. I know exactly because I'm like, oh it's all put me in the Thursday cause I know I don't know about hard.
[AGENT][POSITIVE] Oh boy
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But I know my birthday by heart. I saw those numbers and that's probably, that's why I find out who is this and why are they on the phone on the computer trying to make something they said they're going on [PII] is my service that. So if you see that, you may go ahead on it you need it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, they probably.
[CUSTOMER][POSITIVE] But this is exactly what I put in there.
[CUSTOMER][NEUTRAL] Yeah, uh, you can't expect was fine.
[AGENT][NEUTRAL] Yeah, the system was probably trying to wrap the hood around that like, um, this is a really old.
[CUSTOMER][NEGATIVE] Right, like who is this person? I, my God, let her not tell nobody that she worked for APA.
[AGENT][POSITIVE] No, don't worry, that's just for.
[CUSTOMER][NEUTRAL] Mhm you gonna just keep that to our yeah.
[AGENT][NEGATIVE] Oh yes, unless they're recording this call and they take this one for QA and it's gonna be like, oh no.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I know you
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right, right. But this is an example of what you don't wanna do.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So direct deposit and my next step. I bet you take it this time because um
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Acknowledge and submit. They won't take it this time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Absolutely
[AGENT][POSITIVE] Hopefully we get it to work.
[CUSTOMER][NEUTRAL] Clear is a.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see.
[CUSTOMER][NEGATIVE] 5 out of 10, it's gone, it's gone.
[AGENT][NEUTRAL] OK, all right, let me, let me check this one.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Guarantee it's gonna come out first.
[AGENT][NEGATIVE] Hopefully you will not.
[CUSTOMER][POSITIVE] It was OK. Yeah. Oh my gosh.
[AGENT][NEUTRAL] Yeah, I think, yes, I see this one.
[CUSTOMER][NEUTRAL] It did it. I'm like my grand uh daughter. I did it. OK, so it's also see.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 99,270 is my confirmation.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yes, OK, and this one has a date of [PII]. OK.
[CUSTOMER][NEUTRAL] That's it. OK, so that, that it were. Oh my God, I hope it get a little bit better. Uh, I hope no one else is putting in their their date of birth like I just did.
[AGENT][NEUTRAL] All right, so yes, I can see that.
[AGENT][POSITIVE] I hope so too.
[AGENT][NEUTRAL] Oh my God
[CUSTOMER][POSITIVE] But I definitely
[CUSTOMER][POSITIVE] I appreciate your help and your patience.
[AGENT][NEUTRAL] You're welcome, Ms [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's it, thank you for staying on the line and walking me through this process.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Have a good day. You too, bye-bye.
[CUSTOMER][POSITIVE] Alright you have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.