AccountId: 011433970860
ContactId: b634d642-0505-4739-85b9-739ef2baed9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1510260 ms
Total Talk Time (AGENT): 145802 ms
Total Talk Time (CUSTOMER): 442303 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/b634d642-0505-4739-85b9-739ef2baed9e_20250218T20:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My policy number is.
[CUSTOMER][NEUTRAL] Something I don't know. Just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When?
[CUSTOMER][POSITIVE] I thank you.
[AGENT][NEUTRAL] You say your last name is [PII]?
[CUSTOMER][NEUTRAL] 225256. Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9668
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify your date of birth, mail address and email address, please.
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My address is [PII] and my email address is either [PII] or [PII].
[AGENT][NEUTRAL] OK. And Miss uh [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] Um, I have tried on several occasions to upload my documents and fax it's not an option for me, and there is not an email address listed on my disability claim forms, so I'm wondering what the alternate is for that.
[AGENT][NEUTRAL] Uh, well, claims cannot be emailed. They have to be mailed, faxed or sent to the online service center and I show that you have an account and I can give you your uh username and you can reset your password.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No password is not the issue. It moves me on to the next settings so I can navigate through the screen so I can see everything available, but when I hit upload documents and I hit submit the problem comes right after that. It says error.
[CUSTOMER][NEGATIVE] It won't let me submit documents, so.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Do you see anything sent today? After 10 minutes?
[AGENT][NEUTRAL] Well, I
[AGENT][NEUTRAL] I don't.
[AGENT][NEUTRAL] No, ma'am. Uh, the only other option as far as submit a claim is via mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. Mm.
[CUSTOMER][NEUTRAL] OK, contact customer service looks like technical difficulties, OK, um.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I don't see anything else on your uploaded and upload file.
[CUSTOMER][NEGATIVE] Don't worry, that's an inconvenience.
[CUSTOMER][NEUTRAL] Drop that box pops up that says applicant click on that.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you say you tried to submit it through the online service center?
[CUSTOMER][NEUTRAL] And visibility.
[CUSTOMER][NEGATIVE] Yeah, yeah, I'm trying repetitively and it says to technical difficulties.
[CUSTOMER][NEUTRAL] And detailed requirements for claim submission select files to upload.
[CUSTOMER][NEUTRAL] And I am selecting.
[CUSTOMER][NEUTRAL] 56 documents.
[AGENT][NEUTRAL] Are you trying to upload the documents on a laptop or computer?
[CUSTOMER][NEUTRAL] On my phone.
[AGENT][NEUTRAL] I think that could be an issue. Let me double check. Give me one moment.
[AGENT][NEUTRAL] Yeah, you have to use um a laptop.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Desktop, the desktop, well, hold on, I don't have the documents on my.
[AGENT][NEUTRAL] For a desktop or a laptop, uh, but it can be due on the phone, through the phone.
[CUSTOMER][NEUTRAL] OK, hold on just a moment. Let me see if I can save this to my Google Drive or something because all the documents are saved to my phone. I don't have it on the computer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And figure out how to do that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] They let it upload me to my Google Drive. OK, just a second, get to the computer now and you can tell me where to go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, what site do I go to?
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am in.
[CUSTOMER][NEUTRAL] The upload files claim it [PII].
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] Like files.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, there they are.
[CUSTOMER][NEUTRAL] I need to put them all in a folder or something, hm.
[CUSTOMER][NEUTRAL] Just a second, I'm trying to figure out how to get him.
[CUSTOMER][NEUTRAL] All together because everything's scattered.
[CUSTOMER][NEUTRAL] I have no idea how to do that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Organized
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, well, I'm trying to figure out how to put everything all together. I got, I got all of them on my Google Drive here. I'm trying to see how to compile. I don't don't know how to put them all together to be able to upload it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I'm trying to figure out.
[CUSTOMER][NEUTRAL] Make a copy you download your name.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, I'm a little bit lost right now.
[CUSTOMER][NEUTRAL] Well, let me feel like more than one at one time, so.
[CUSTOMER][NEGATIVE] I'm kind of computer stupid right now.
[AGENT][NEUTRAL] No, you're fine. sometimes if it's uh depending on the size as well, uh, which b browser are you using?
[CUSTOMER][NEUTRAL] I have no idea so [PII]'s desktop um.
[CUSTOMER][NEUTRAL] I'm in my Google Drive right now under Google, so I'm assuming it's using Chrome to pull up the stuff, but as far as whatever.
[CUSTOMER][NEUTRAL] So, um, operating system is on the thing itself, I have no idea.
[AGENT][NEUTRAL] OK, because if it's a certain size, it could.
[AGENT][NEGATIVE] Make it too big to upload.
[AGENT][NEUTRAL] See.
[AGENT][NEGATIVE] OK, it looks like file size cannot exceed over 25, 20 megabytes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Maybe this Gemini thing will help.
[CUSTOMER][POSITIVE] OK, that's pretty good.
[CUSTOMER][NEUTRAL] My [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and let me create the folder and I'm trying to find the files to put in the folder so everything will be.
[CUSTOMER][NEUTRAL] Together.
[CUSTOMER][NEGATIVE] Oh, your patience. I'm kind of computer stupid today.
[AGENT][NEUTRAL] Oh, no, you're fine.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It happens that way.
[CUSTOMER][NEUTRAL] If my daughter was here
[CUSTOMER][NEUTRAL] My daughter was here, she would have click, click, click in like 10 seconds.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The momma, you're getting old.
[AGENT][NEUTRAL] Yeah, it's probably like my son.
[CUSTOMER][NEUTRAL] Yeah, she says I'm too old to do stuff.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Organize, move to.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] UL stuff.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Jeez.
[CUSTOMER][NEGATIVE] Complicated.
[CUSTOMER][NEUTRAL] Alright, APO stuff.
[CUSTOMER][NEGATIVE] And we cannot drag and drop that sucks.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][POSITIVE] Dragging and dropping. OK, OK, OK, we're getting somewhere.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] I think you get paid for time.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Seeing how they do the quality control listening in to see how you do or whatever to like yeah crazy nut.
[AGENT][NEUTRAL] No, they wouldn't say that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] She needs a raise for her patience, by the way guys up.
[CUSTOMER][NEUTRAL] Hey, at least I'm a pleasant customer or whatever. At least I'm not one of those that's fussing and yelling at you because you're not doing something that's possible for you to do for them.
[AGENT][POSITIVE] I appreciate you not screaming and yelling at me.
[CUSTOMER][POSITIVE] I think I worked for a company called Light a while back helping retirees with their spending accounts and when I tell you I got some interesting calls woo.
[AGENT][NEUTRAL] Oh, I bet.
[CUSTOMER][NEUTRAL] I just wanted to
[CUSTOMER][NEGATIVE] The other one we heard some was pissed off because I couldn't make them get reimbursed for something they never even submitted the receipts for and all that fun stuff so yeah OK alright.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah now let's see select file.
[CUSTOMER][NEUTRAL] To order available.
[CUSTOMER][NEUTRAL] This is APL stuff.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I go.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Who dress don't know what.
[CUSTOMER][NEUTRAL] Oh Lord, OK, I thought I was done, I guess not.
[CUSTOMER][NEUTRAL] This PC.
[CUSTOMER][NEGATIVE] Oh, come on.
[CUSTOMER][NEGATIVE] Where the heck is the folder? Oh gosh.
[AGENT][NEUTRAL] Just breathe, breathe.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Understood why.
[CUSTOMER][NEGATIVE] Dumbledo thing.
[CUSTOMER][NEUTRAL] It so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Whoa, OK, let me insert the disk.
[CUSTOMER][NEUTRAL] OK, so I got it out of the Google Drive. I got it compiled all into one folder, all 6 documents, and it says a folder is created called APO stuff that I just made.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And now,
[CUSTOMER][NEUTRAL] I'm trying to get it
[CUSTOMER][NEUTRAL] Is it share
[CUSTOMER][NEGATIVE] No organized.
[CUSTOMER][NEUTRAL] For information, rename download open with.
[CUSTOMER][NEUTRAL] New folder. I don't need none of that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh, that's my brother.
[AGENT][NEUTRAL] I always wonder who's walking in here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Let me get you.
[CUSTOMER][POSITIVE] It's good it's busy also.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's harder than pulling teeth from an infant.
[CUSTOMER][NEUTRAL] Help me, Lord.
[AGENT][NEUTRAL] Is it still giving you trouble?
[CUSTOMER][NEUTRAL] Yeah, it's, it's um.
[CUSTOMER][NEGATIVE] Wherever I'm sending it to it's not showing.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Desktop here we go APL stuff.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And why they don't look like one thing.
[CUSTOMER][NEUTRAL] OK, and that's gonna show in the document.
[CUSTOMER][NEGATIVE] It ain't. I just throw the whole computer away.
[AGENT][NEGATIVE] Don't do that.
[AGENT][NEUTRAL] You probably need it for something else.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So I'm clicking I don't know why it's not going to um so when I click on select the file then I go over to the side where it says this piece um excuse me, not this PC it's in documents.
[CUSTOMER][NEUTRAL] I click on documents. It has the folder available right there it says APL stuff.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's giving me the option to click on it, open blah blah blah.
[CUSTOMER][NEUTRAL] Copy, rename, all this other stuff.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK, we do and it's not letting you submit.
[CUSTOMER][NEUTRAL] I said something went wrong. OK, so I'm gonna click on um select files.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And go over
[CUSTOMER][NEUTRAL] Box where it has a list of like PC drop down, USB all the options for the files and stuff are located. I click on documents it says APL stuff.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I click on it.
[CUSTOMER][NEUTRAL] OK, there's OK that did upload, but I'm not sure.
[CUSTOMER][NEUTRAL] once I submit it, will you have to see on your end?
[AGENT][NEUTRAL] Um, probably, I'm not sure how long it takes to show, but you should receive a confirmation number, start with an OSC.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says submitting. I'm just hoping everything in the all fix is in the folder, I hope.
[CUSTOMER][NEUTRAL] Here we go, I do have a confirmation number.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Confirmation that's the closest part.
[CUSTOMER][NEUTRAL] The file.
[AGENT][NEUTRAL] Is it OSC 93718 looks like it's coming through, so it may take a while for me to see.
[CUSTOMER][NEUTRAL] It always
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] There's only 1. There's only 1 document in there. There should be 6. Jesus, what did I do wrong? OK.
[CUSTOMER][NEUTRAL] It's just on board.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so this is the first one.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me just see.
[CUSTOMER][NEUTRAL] And when you come through at least.
[CUSTOMER][NEUTRAL] APL.
[AGENT][NEUTRAL] Oh, that's, let me see.
[CUSTOMER][NEUTRAL] OK, there's the other one.
[AGENT][NEUTRAL] OK. So the first one, it did come through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, hold on just a moment.
[AGENT][NEUTRAL] Mhm.