AccountId: 011433970860
ContactId: ba5b8bc4-08a9-4ded-be17-437e7e624c52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 895239 ms
Total Talk Time (AGENT): 393427 ms
Total Talk Time (CUSTOMER): 355432 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/ba5b8bc4-08a9-4ded-be17-437e7e624c52_20250128T19:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I'm having a problem with the website.
[CUSTOMER][NEGATIVE] Um, I entered the wrong mobile phone number and now everything I attempt to do fails and I presume it's because they're trying to send me a code and I'm not getting it.
[AGENT][NEUTRAL] OK, let's see what we can do, Mr. [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK do you have the policy number Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, could you repeat that?
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 2490137.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I need um the date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] Sure. Birth dates uh [PII].
[CUSTOMER][NEUTRAL] Mail address is [PII], and email address is [PII].
[AGENT][POSITIVE] OK perfect thank you let me go to the website and see what's going on, OK.
[CUSTOMER][NEUTRAL] The context
[CUSTOMER][NEUTRAL] I've been trying to upload a claim.
[CUSTOMER][NEGATIVE] And it just time out after after 10 minutes it just logs me off and then I never gets uploaded.
[CUSTOMER][NEUTRAL] I'm hoping that if we fix this self.
[AGENT][NEUTRAL] Is it a large file?
[CUSTOMER][NEGATIVE] No, it's under the 20 megabytes. It's only like 8 megabytes.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] site says it has to be under 20. It's like, well, it's smaller than 20.
[AGENT][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] Alright, and you said you changed the phone number so you can change the password and get a code or something like that you were telling me in the beginning.
[CUSTOMER][NEUTRAL] Well, the, uh, the contact information doesn't allow me to edit the information, so I'm calling to ask if there will edit it for me.
[AGENT][NEUTRAL] OK. What um, what it needs to be changed to?
[CUSTOMER][NEUTRAL] Cell phone number needs to be changed to the one I just gave you [PII].
[AGENT][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, somehow I've put in [PII].
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Looking at the finger, I think.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] When we're done with this, I have another, another question.
[AGENT][NEUTRAL] OK, so I went ahead and updated that information, um.
[AGENT][NEUTRAL] Let me make sure I did take it.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess I'll eventually I'll, I'll see it, uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see OK.
[CUSTOMER][NEUTRAL] I was gonna ask you another question, but.
[CUSTOMER][NEUTRAL] We just went blank.
[CUSTOMER][NEUTRAL] Oh, well, let me log out and log back in again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna try to change this again for some reason it didn't take it.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] check it here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] All right, so under payment preferences I put in the routing number for my credit union, which is Mary West.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it filled in the bank name as Pacific IBM Employees Credit Union.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which I don't know, may, maybe all of these years, they were secretly IBM, but
[CUSTOMER][NEUTRAL] That's, that's not the name of my bank or as I.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, yeah, more than like when that happens it means that uh the, the information, the routing number is pulling that name and that's why it's automatically getting into the system. um, so when that happens, um, we need to do it manually. So, um, you will have to send us like a copy of the voided check.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let us put in the information manually in the system, OK? So, um, we do have a, uh, form that you can fill out and send a copy of the check on through the claims and forms through our website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you just fill that out.
[CUSTOMER][NEUTRAL] That seems like a lot of work, just that seems like a lot of work for me to do just to make a change that I don't care. I'm I'm just letting you know that the bank name is wrong, the routing number is correct.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Um, I don't care. I'm not gonna go through all that trouble to change something.
[CUSTOMER][NEGATIVE] I don't care about. I just thought I'd let you know that the bank name is wrong.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, that's just for your protection because if we do a direct deposit and it goes to the wrong place, then it's the information you're putting in. So if it doesn't match, the best thing is to send it in so we can update our system and we can go ahead and do it manually um yeah and if you want to do it, OK, um, but yeah, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Which I see that you're already set up for direct deposit, so I don't, um, are you trying to change it again or?
[CUSTOMER][NEUTRAL] No, no
[CUSTOMER][POSITIVE] No, I just noticed that when I, when I put in my routing number, which is correct, I checked it many times, uh, it's filled in the bank name for me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Which is incorrect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But there's no way I can change it.
[AGENT][NEUTRAL] Yeah, that's what the routing number is um pulling from the system which is um automatically set up.
[AGENT][NEUTRAL] Oh yeah, the only way to change it is to have it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So talk to your IT, your, your IT guys on the back end, uh, need to fix their lookup tables for routing numbers because.
[CUSTOMER][NEUTRAL] Obvious
[AGENT][NEUTRAL] Oh, that's general. That's yeah that's if the bank had a different name and they still have that routing number managing or working with that routing number if it was an old change they made, it's something that is not really our system is connecting with that routing number in that bank and it's just saying that that's the name that is coming up. So yes, that's some that's why we cannot change it in the system. We can only change it manually. We can just erase everything if we have it manually.
[CUSTOMER][NEGATIVE] Holding the wrong name.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] And we need your authorization which that's why we have a form for the authorization to put that information that you're sending it to us.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][NEGATIVE] I literally have hundreds of companies that use the routing number that I have and it always goes into my bank, so I'm not worried about the fact that your system is showing the wrong bank name. I don't care.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] OK, that's what I have.
[CUSTOMER][POSITIVE] Cool. So let me go back to the.
[CUSTOMER][NEUTRAL] Policy, uh it's still showing the old cell phone number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I did change it on both sides. I changed it on the um system side. I changed it on the, and it did change in my end. Do you want to just refresh again because I do see a change here in my system and both of them on the um online service center and the account itself.
[CUSTOMER][NEUTRAL] Yes, yes, I see the change has come through. Thank you very much. Um, I'm gonna try to upload the thing. Could I, could I, it's OK if I keep you online while I do that because.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Mhm. Sure, go ahead.
[CUSTOMER][NEUTRAL] Uh, maybe you can help me figure out why it's failing. So I go to the my claims and I click upload files. It's for me, so it's like me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It shows the group.
[CUSTOMER][NEUTRAL] Hospital indemnity as the coverage type.
[CUSTOMER][NEUTRAL] Next, I select the file, which is 8.9 megabytes in size.
[CUSTOMER][NEUTRAL] Click submit
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Button changes to submitting.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And past experiences any
[CUSTOMER][NEUTRAL] Indication, it's just gonna time out in 10 minutes.
[CUSTOMER][NEUTRAL] Is there some other way that I can.
[CUSTOMER][NEUTRAL] With these files
[AGENT][NEUTRAL] Uh, the only two ways, uh, the only other ways that you can send in a claim is by fax or mail. So those are the three options we have to submit claims.
[CUSTOMER][NEUTRAL] OK, well give me your fax number. I'll see if I can do it there.
[AGENT][NEUTRAL] Mhm. Sure. Yes, Mr. [PII]. Uh, the fax number is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] Look
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 5423.
[CUSTOMER][NEUTRAL] OK dokey, if this doesn't work, I'll try sending it there and I guess if that doesn't work I'll just call, call you again.
[AGENT][NEUTRAL] Yeah, if it doesn't work, call us again and, and just like if you can keep track of the time that you send it so we can probably do a search and see if it's coming through or what's going on. But um yeah, usually it doesn't do that and I haven't heard any problems with the system today, but I can check to make sure that we're not having problems. Um, but yeah, if, if it doesn't go through this time. Mhm.
[CUSTOMER][POSITIVE] Right. Well, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, if you see that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it hasn't finished submitting and most most websites that I've been a file the size, it takes like 5 seconds, so something something messing up on the back end, I think.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I can go ahead and send the report and see if it comes back indicating there's any problem and you said it's 8 megabytes.
[AGENT][POSITIVE] And you just try it right now, correct, so I can put the time.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK. So it's about how many pages in total?
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yes, it's the original 4 pages, because it's the original page pages of the form plus the itemized.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Itemized bill.
[AGENT][NEUTRAL] And what browser are you using?
[CUSTOMER][NEUTRAL] Sorry, what?
[AGENT][NEUTRAL] The browser you're using?
[CUSTOMER][NEGATIVE] The Battlestar that I'm using, I, I don't get that very.
[AGENT][NEUTRAL] Browser, the browser, browser you're using.
[CUSTOMER][NEUTRAL] Oh, browser, oh, OK. Chrome Chrome.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Oh, OK, yeah, yeah, phone is pretty good. OK, so, um, and you're in the laptop, desktop or phone?
[CUSTOMER][NEUTRAL] Oh, the, it's my desktop computer.
[AGENT][NEUTRAL] Desktop OK.
[AGENT][NEUTRAL] I just need to send out all this so they know that it's not um something that you're doing differently so you know everything you're giving me is correct. Crommes is fine, desktop is fine, it's not a phone, yeah.
[CUSTOMER][NEUTRAL] Ah, OK.
[AGENT][NEUTRAL] Uh, the size is perfect, so yeah, they need to check and see why it's not going through. So I'll go ahead and send the uh request for a report and see if something is wrong with our system and um.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] I'm gonna go ahead and try to put your callback number to see if there's any problems, they can probably call you back and let you know. um.
[CUSTOMER][POSITIVE] Oh, that would be great, yeah.
[AGENT][NEUTRAL] Yeah, because it should, if it's that small, yeah, go ahead.
[CUSTOMER][NEUTRAL] And if you're collecting uh.
[CUSTOMER][NEUTRAL] If you're collecting system information for the tech folks, uh, I have the latest version of the Chrome browser. It was just updated.
[CUSTOMER][NEUTRAL] Recently, like a week ago, and I have the latest version of Mac OS, so it was just updated like, gosh, like 2 days ago. So I'm using the latest versions of all software.
[AGENT][NEUTRAL] And you said it's a Mac?
[CUSTOMER][NEUTRAL] Yeah, that
[AGENT][NEUTRAL] Oh, OK, that could be, that could be it. OK. All right, I'll let them know.
[CUSTOMER][POSITIVE] All right, cool. Thank you.
[AGENT][POSITIVE] OK. All right. You're welcome and I do apologize for any inconvenience. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, no, thank you for your help. I appreciate it.
[AGENT][NEGATIVE] Yeah, and it, it doesn't look like it, it did go through because usually when it goes through, it comes here automatically and we've been talking for a minute now and it's not, yeah, it hasn't gone through. It should have been already gone. Um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah. Do I have to put anything special on the fax or I mean, I just send the, the, the form that I filled out.
[AGENT][NEUTRAL] Come through, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the uh item I just send it to the fax them, oh yeah, it just logged me out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah, it took too long. Usually within a minute, I, I'm I I'm able to see it here, so yeah, I, I knew I wasn't gonna go through, um, but now on the fax, you just need to send the claim form and on the item I see and that's all you need to send the claim form will have all the information we need like your personal information, the policy number and everything. So, um, we'll go ahead and use that to put it in the system.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. OK. Thank you a lot for your help, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. You as well. Thank you for calling APR. Bye bye.
[CUSTOMER][POSITIVE] Appreciate it. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Right, bye-bye.