AccountId: 011433970860
ContactId: b5416721-a9aa-450d-b5b5-41af27ba1392
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1088380 ms
Total Talk Time (AGENT): 248453 ms
Total Talk Time (CUSTOMER): 438194 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/b5416721-a9aa-450d-b5b5-41af27ba1392_20250505T19:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I'm having issues in trying to file a claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I go to my, I go to my, uh, APL.
[CUSTOMER][NEUTRAL] I've logged on and logged on.
[CUSTOMER][NEUTRAL] And then I go with uh.
[CUSTOMER][NEUTRAL] I go to uh my coverage.
[CUSTOMER][NEUTRAL] And I go to a group Hospital indemnity.
[CUSTOMER][NEUTRAL] Then I tried to upload the files I guess for claims my claims.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I wanna, I wanna file a claim is what I wanna do.
[AGENT][NEUTRAL] Yes, you see, you see my claims?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you see, um, it should say upload documents or upload files.
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] OK, so when you click that, uh.
[CUSTOMER][NEUTRAL] So I'll upload that.
[CUSTOMER][NEUTRAL] Now it tells you now it tells you select claimant which I do, which is my wife.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then it tells me which and then it gives me a coverage type and I select the group hospital indemnity.
[CUSTOMER][NEUTRAL] Then it says claimant info and [PII] spouse, group number, upload files, select files.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I've scanned my files and I have them on an email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm trying to figure out how I uh.
[CUSTOMER][NEUTRAL] Oh, I get that to there.
[AGENT][NEUTRAL] So you'll have to save the attachments on the emails that you have?
[AGENT][NEGATIVE] Save them to your computer.
[AGENT][NEUTRAL] So go to the email.
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] Alright, go to the email.
[AGENT][NEUTRAL] Uh-huh. And then do you have like the documents attached to your email?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, um, so you should be able to like right click it and put save all attachments.
[CUSTOMER][NEUTRAL] Uh, I'm not computer literate.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Save to account or saved to a file.
[AGENT][NEUTRAL] Um, wait a minute, so this is the copy of the email that you sent to yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so yes, it should.
[CUSTOMER][NEUTRAL] But I'm just, I clicked on the I clicked on the attachments.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And now I've got it comes up as save to an account or share file via.
[AGENT][NEUTRAL] Um, if you click on the share file via, what does it do?
[CUSTOMER][NEUTRAL] It goes to airdrop messages and goes to mail or notes or.
[CUSTOMER][NEUTRAL] Outlook, I can go to Outlook and.
[AGENT][NEUTRAL] Oh, no, OK.
[AGENT][NEUTRAL] Um, is there any way that you can put file save as?
[CUSTOMER][NEUTRAL] There's copy.
[CUSTOMER][NEGATIVE] It says copy and it says mark up.
[AGENT][NEUTRAL] OK, so they're like images.
[CUSTOMER][NEUTRAL] I guess I could copy it.
[AGENT][NEUTRAL] But if you copy
[CUSTOMER][NEUTRAL] It well, I scanned off all the bills is what I did.
[AGENT][NEUTRAL] OK, if you copy it.
[AGENT][NEUTRAL] It's not gonna let you like paste it. It would need to be saved as a file.
[AGENT][NEUTRAL] You can copy it into like maybe a word.
[CUSTOMER][NEUTRAL] OK, well I can say.
[CUSTOMER][NEUTRAL] Says print save to files.
[AGENT][NEUTRAL] OK, yes, save the files.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Saved the files.
[CUSTOMER][NEUTRAL] One time.
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] So, how do I, uh, let's see.
[AGENT][NEUTRAL] Save the files and then um can you save it to your desktop?
[CUSTOMER][NEUTRAL] Tags
[CUSTOMER][NEUTRAL] I'm not on a desktop.
[AGENT][NEUTRAL] Oh, you're doing this on your phone?
[CUSTOMER][NEUTRAL] On my iPad.
[CUSTOMER][NEUTRAL] Let's see how I save you.
[CUSTOMER][NEUTRAL] OK, do I download that?
[AGENT][POSITIVE] You can download it and save it as well.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Saved files and actions.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 5 items
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I click 5 items and I say save.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Did it let you save it?
[CUSTOMER][NEUTRAL] Give me anything.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm not sure where it went.
[CUSTOMER][NEUTRAL] It shows that it's down here, but.
[AGENT][NEUTRAL] So, so it shows that it saved it?
[CUSTOMER][NEGATIVE] No, it doesn't show me where it just, you know, I, I click save and it went to save, but it doesn't show it in my save folder.
[AGENT][NEUTRAL] OK, go back to the uh website.
[CUSTOMER][NEUTRAL] Saving.
[AGENT][NEUTRAL] And try to go to upload files and it should come up for you to.
[AGENT][NEUTRAL] Click the files.
[CUSTOMER][POSITIVE] All right, let's try it.
[CUSTOMER][NEUTRAL] Where's I.
[CUSTOMER][NEUTRAL] Alright, upload file select.
[CUSTOMER][NEUTRAL] Choose files.
[AGENT][NEUTRAL] Do you see them there?
[CUSTOMER][NEUTRAL] Take photo photo.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so then just select them and then um
[AGENT][NEUTRAL] Attach them as long as you see them.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, it's scanned in a PDF.
[CUSTOMER][NEUTRAL] So it's there.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Now,
[AGENT][NEUTRAL] You selected it to upload?
[CUSTOMER][NEUTRAL] So that's the
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, so now you see it on the website?
[CUSTOMER][NEUTRAL] And it uploaded.
[CUSTOMER][NEUTRAL] I see it on the website.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, then, um,
[AGENT][NEUTRAL] I was just
[CUSTOMER][NEUTRAL] Well, I see it. I'd say that, but.
[CUSTOMER][NEUTRAL] It's under uh uh it said upload files I I put upload files and I selected it.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Says either back or submit.
[CUSTOMER][NEUTRAL] I guess I submit, huh?
[AGENT][NEUTRAL] Yes, sir, if you're ready to submit the claim, yes.
[CUSTOMER][NEGATIVE] Now the problem I've got.
[CUSTOMER][NEUTRAL] When it told it it said enter claim details.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's just like the
[CUSTOMER][NEUTRAL] Please print this page.
[CUSTOMER][NEUTRAL] But I didn't, uh, when I tried to enter my name and everything on it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It, it wouldn't let me do that.
[CUSTOMER][NEUTRAL] So how can I be sure you're getting this or whatever?
[AGENT][NEUTRAL] So, to know when a claim has sent, you're gonna get a confirmation number. Once you click submit.
[AGENT][NEUTRAL] You should receive a confirmation number. If you haven't received the confirmation number, it hasn't been sent yet.
[CUSTOMER][NEUTRAL] It says uploaded confirmation number 0SC97689.
[CUSTOMER][NEUTRAL] Cynthia spouse Group Hospital indemnity policy number 2182.
[CUSTOMER][NEUTRAL] It doesn't have date received or claim number on it yet but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, so that should be submitted.
[AGENT][NEUTRAL] Yes, sir, um, you can go ahead and submit that.
[CUSTOMER][NEUTRAL] I already have. That's what I'm reading.
[CUSTOMER][NEGATIVE] It says claims processed in the last 24 months and that's under uploaded. It says status uploaded.
[AGENT][NEUTRAL] And then the OSC, that was your confirmation number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, so as long as you receive your confirmation number, it's submitted correctly.
[CUSTOMER][NEUTRAL] All right, now I also need to submit that on the group critical illness I guess.
[CUSTOMER][NEUTRAL] So I just have to do the same thing again?
[AGENT][NEUTRAL] But this time just pick the critical illness policy versus the hospital indemnity.
[CUSTOMER][NEUTRAL] OK, let's try to do that then.
[CUSTOMER][NEGATIVE] Because I have to go back and get out of here.
[CUSTOMER][NEUTRAL] Alright, let's go back.
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] I'm gonna go to
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] You your file
[CUSTOMER][NEGATIVE] That's the file. I don't want that.
[CUSTOMER][NEUTRAL] I want to go to Claim Farms, right? How did I do that before I went to Kla Farms?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, you want to upload documents?
[CUSTOMER][NEUTRAL] Oh yeah, OK, upload files.
[CUSTOMER][NEUTRAL] Select claim.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] I didn't do that right.
[CUSTOMER][NEUTRAL] Alright, there we go.
[CUSTOMER][NEUTRAL] critical.
[CUSTOMER][NEUTRAL] All right, next.
[CUSTOMER][NEUTRAL] Let upload files.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Submit.
[CUSTOMER][NEUTRAL] Alright, I got another confirmation on that one, so.
[CUSTOMER][NEUTRAL] OSC 97691
[CUSTOMER][NEUTRAL] So I've got both of them.
[CUSTOMER][NEUTRAL] One of them right, the other one says received and the other one says uploading, so.
[CUSTOMER][NEUTRAL] Both of them are submitted.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I should be OK until y'all get back in touch with me and see if I left it. I put the uh itemized.
[CUSTOMER][NEUTRAL] Bill for both the uh hospital and the uh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Or like uh.
[CUSTOMER][NEUTRAL] The heart doctor, whatever it is, coronary Institute, it's a coronary, coronary Institute of the South, yes.
[AGENT][NEUTRAL] The critical illness?
[CUSTOMER][NEUTRAL] Uh, I put both all of all of the paperwork on both files.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, so let's do this so that I'm able to note your policy. Um, may I have your policy number and your and a good contact number?
[CUSTOMER][NEUTRAL] The hospital indemnity policy, you ready?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 218
[CUSTOMER][NEUTRAL] 2088
[AGENT][NEUTRAL] OK, and just so that I can note it, I just need you to verify your date of birth and your
[CUSTOMER][NEUTRAL] Now the
[AGENT][NEUTRAL] You're mailing and email.
[CUSTOMER][NEUTRAL] Now the critical, wait a minute that you wanna do 11 at a time, is that what you're doing?
[AGENT][NEUTRAL] I just need one and I can get to both of them. I just need to note it.
[CUSTOMER][NEUTRAL] I was gonna
[CUSTOMER][NEUTRAL] OK. What, what were your questions again?
[AGENT][NEUTRAL] Um, I just need you to verify your date of birth and your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] is my date of birth.
[CUSTOMER][NEUTRAL] Now that's mine. You need my wife's or mine?
[AGENT][NEUTRAL] Um, no, yours is fine. I just needed to, I just need to note the policy.
[CUSTOMER][NEUTRAL] My wife is
[CUSTOMER][NEUTRAL] OK, now
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what my email address you said?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said the policy number was 2182088?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment, I'll see what I did.
[AGENT][NEUTRAL] Alrighty, so I will go ahead and note both of the policies there for you, um, and
[AGENT][NEUTRAL] Just to make sure I do see.
[CUSTOMER][NEGATIVE] It still says uploaded, it says uploaded, but it doesn't say received on the second one, on the group critical illness.
[AGENT][NEUTRAL] Let me check the critical illness. I see the hospital indemnity. Hold on one second.
[CUSTOMER][NEUTRAL] I guess
[CUSTOMER][NEUTRAL] You want that policy number also?
[AGENT][NEUTRAL] Oh, no, sir, I'm OK. I have it here.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] It's just one number different 87 instead of 88.
[CUSTOMER][NEUTRAL] She had a heart attack and
[CUSTOMER][NEUTRAL] Had to be uh in the ambulance and they had to shock her, and then they took her into the, uh, put a stent in, in the right artery.
[CUSTOMER][NEUTRAL] And she's going through uh rehab and all that, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then we have a follow up follow up coming up uh.
[CUSTOMER][NEUTRAL] On the [PII], the final follow up.
[AGENT][POSITIVE] Good, I'm glad she's doing better.
[CUSTOMER][NEUTRAL] I guess on [PII].
[CUSTOMER][NEGATIVE] Yeah, she is. She's getting real grumpy now. She's having to quit smoking.
[AGENT][NEUTRAL] OK, and I do see the um claim here on critical illness as well, so we've received both.
[CUSTOMER][NEUTRAL] It just says uploaded but it doesn't say received on it but I guess you got both of them.
[AGENT][NEUTRAL] Mhm, um, it's
[CUSTOMER][NEUTRAL] All right, so you've got both of the claims and.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] I said, so you've got them both. It's just a matter of y'all saying received on the critical illness.
[AGENT][NEUTRAL] Yeah, I don't know how long it's going to take to see receive, but we do, I did check both and we do have them both here.
[CUSTOMER][NEUTRAL] OK, so they're both file.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I, I, I included an itemized bill from each.
[CUSTOMER][NEUTRAL] And then uh
[CUSTOMER][NEUTRAL] I, I don't know about the uh.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Report from the attending physician.
[CUSTOMER][NEUTRAL] I guess that's included in the little report they gave me from the uh.
[CUSTOMER][NEUTRAL] From the uh cardiovascular Institute of the South.
[CUSTOMER][NEUTRAL] I presume that's what it is, so if it's not, then I'll get back and get what I need.
[CUSTOMER][POSITIVE] All right, well, that's good.
[AGENT][NEUTRAL] Alright, so I've notated both policies for you. Now, once they process the claim, if there is anything like additional that's needed or um that they need to request, they will um let you know.
[CUSTOMER][NEUTRAL] I presume.
[CUSTOMER][POSITIVE] Very good.
[CUSTOMER][NEUTRAL] Thank you, [PII]. No, was it [PII]?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Yes, sir, it's [PII].
[CUSTOMER][POSITIVE] Thank you very much. All righty, I appreciate it.
[AGENT][POSITIVE] You're welcome. You're very welcome. Thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, ma'am. Uh, I, if they can uh help me cover some of the expenses, we'll be great.
[AGENT][NEUTRAL] Alright, well,
[AGENT][POSITIVE] Alright, well, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.