AccountId: 011433970860
ContactId: bc5a16d4-0e11-4a61-8005-64ee79963722
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480529 ms
Total Talk Time (AGENT): 231108 ms
Total Talk Time (CUSTOMER): 176710 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/bc5a16d4-0e11-4a61-8005-64ee79963722_20250424T16:10_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah this is [PII] and I'm trying to email some uh papers over to you guys for a claim.
[CUSTOMER][NEGATIVE] And it says total file size cannot exceed 20 megabytes.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So I do, is there another way that I can send this over to you guys because it's 135 megabytes. There there's like 24 pages that I have that they want.
[AGENT][NEUTRAL] OK. Um, are you trying to send this through the online service center, like upload it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there any, is there any way you can send it in small batches? We can still put it together here.
[CUSTOMER][NEUTRAL] Um, I'll just have to re-scan and, you know, like maybe 5 pages at a time.
[CUSTOMER][NEUTRAL] I don't know how many is 20 megabytes, but.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. How many pages you're trying to send on that 135?
[CUSTOMER][NEUTRAL] Um, probably 25 pages.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Something really quick and let me have a call back number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I didn't know if I can send them.
[CUSTOMER][NEUTRAL] You know, to a person's email or they have to go in this way because I basically have the file um on my, you know, in a PDF form I guess on the computer because I scanned them with my phone and then I down I downloaded them onto my laptop.
[CUSTOMER][NEUTRAL] And then I just attached that file.
[AGENT][NEUTRAL] Mhm. Yeah, um.
[CUSTOMER][NEUTRAL] To the group hospital indemnity plan.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Um, unfortunately, Mr. [PII], no, we cannot take any claims by email for security.
[AGENT][NEUTRAL] Um, so it has to be either faxed, mail, or uploaded. Um, based on the document amount and the megabytes and all that information, it looks like it may be 4 pages per batch.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh wow, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. I'll start all over. Thank you.
[AGENT][NEUTRAL] Uh, so sorry. Is there anything else I'm gonna help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] If I'm scanning them with my phone, I didn't even know you can use your phone like under notes you can scan instead of taking a picture of each page.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there another way that I can do this using my phone because my printer, it won't scan that way.
[CUSTOMER][NEUTRAL] Because I have to take a picture of them then I send them to my email then I bring them back from my email and download them into my computer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, is there another way I can do that?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, it sounds like you're doing it. It sounds like you're doing it the correct way unless you have on your phone a way to convert documents to PDF.
[CUSTOMER][NEUTRAL] Or is that how everybody does it?
[AGENT][NEUTRAL] Do you have like [PII] on your phone or anything like that that will convert that document to the PDF?
[CUSTOMER][NEUTRAL] Well, that's what he.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] like that
[CUSTOMER][NEUTRAL] I don't think so, no.
[AGENT][NEUTRAL] No, OK, yeah, because that will be the perfect way of sending it because the PDF is just gonna shrink it down to the size that it needs to be because whenever you're trying to do pictures, even if it's a scan in like a picture, it is a large file. So more than likely that's what's making that file be so, so large because because it's scanning those as pictures.
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] Mm, mm, got you. OK.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Yeah, or unless you can get um I don't know, the files for somebody to send them to you like in a form of PDF to your email address.
[AGENT][NEUTRAL] That'll be another option.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] I think I'll just delete them and then start all over.
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Yeah, unless you can fax it, you don't have a fax.
[CUSTOMER][NEUTRAL] It says scan document or scan text. I wonder what the difference is.
[AGENT][NEUTRAL] The text is just the information and not the document, not the picture itself, it's just gonna be the information of the document. So basically it's like you, when you copy and paste.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Like copy the, the letters and paste, that that's what it's doing. It's just copying and paste. So that may be a little bit smaller than just a picture if you want to try that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can do that and that probably will make a little less than 135 megabytes.
[CUSTOMER][NEUTRAL] Do I, when I send these across.
[CUSTOMER][NEUTRAL] Do I have to.
[CUSTOMER][NEUTRAL] As long as it's got my name on it I guess you guys will get it.
[AGENT][NEUTRAL] If you are uploading this to the online service center to your account, it should go directly to your account.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, um, let me have your policy number. Let me check something really quick because uh I wanna make sure that um you're not gonna be needing nothing else and then you're gonna go through all this trouble again. Do you have your policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, 244-793-5.
[AGENT][NEUTRAL] OK. Um, for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so this is a brand new claim that you're trying to send. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Got you. OK, uh, on that paper that you have that you're trying to upload, do you have the claim form?
[CUSTOMER][NEUTRAL] Mm yes, that's the first pages that I have to it, yes.
[AGENT][NEUTRAL] OK, so you do have the claim form.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and then the rest is just itemized meals, correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. So yeah, it sounds like you do have everything we're gonna need.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And so when you did the claim form, you just took a picture of the claim form?
[CUSTOMER][NEUTRAL] I scanned it as well, yeah.
[AGENT][NEUTRAL] Oh, OK. Got you.
[AGENT][NEUTRAL] OK. Yeah, yeah, sounds like it, that's all you're gonna need, but yeah, if you can just go ahead and try to do the text, save the text and see if that will make it smaller. If, if not, um, you can either find a way to fax it, mail it, or just upload it in batches of 4 pages, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else, Mr. [PII]? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's