AccountId: 011433970860
ContactId: c36984dd-636a-48b5-acb7-f510ac62ad26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 602640 ms
Total Talk Time (AGENT): 330997 ms
Total Talk Time (CUSTOMER): 300688 ms
Interruptions: 6
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/c36984dd-636a-48b5-acb7-f510ac62ad26_20250108T20:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], my name is [PII] and I'm trying to upload a um some documents for y'all.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I had sent one in and, and it goes to that one, but I don't quite understand because whenever they filed it.
[CUSTOMER][NEGATIVE] I don't know if it's the right claim number because both of them say lapsed and they put it on a lapsed one and then I have one that's active. So yeah, I'm just totally confused and it's not letting me download it, so I don't know what the problem is.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, OK, we'll take a look at your policies we're just needing, yeah, we're just needing to make sure that the claim was put to the correct policy, correct?
[CUSTOMER][NEUTRAL] So, can you look at
[CUSTOMER][NEUTRAL] Right, right, yes.
[AGENT][NEUTRAL] OK, alright, we'll take a look at that, [PII]. um, first, if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And do you have uh the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I have all three. Do you want the laps ones or you want the active one?
[AGENT][POSITIVE] Um, honestly, you could just give me one of them and I'll be able to view them all.
[CUSTOMER][NEUTRAL] OK, 256-2940.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright [PII], just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] OK, hopefully, it's the new one. [PII] at, well, no, let me start here. [PII]. That's my new one.
[AGENT][NEUTRAL] OK, I have it as 9101.
[CUSTOMER][NEUTRAL] Now, if it's a different one.
[CUSTOMER][NEUTRAL] 910, yes, what did I say?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, it's not, no, I'm sorry, that's my son's birthday. [PII]'s correct. Sorry.
[AGENT][POSITIVE] It's OK. OK, so that is right. OK, awesome, no, no worries, that's fine. I just wanted to make sure we had it right. OK, I appreciate you verifying all that information. So let's see here.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And so, um, you said there were a couple of claims that were filed?
[CUSTOMER][NEUTRAL] Well, I sent in, OK, when I talked to you guys, it said I had to have.
[CUSTOMER][NEUTRAL] The appointments, the hospital bills, and then I had to call Medicare and get the bills from them. So I have finally, after months of getting the runaround, finally got them. So I'm trying to send that to you also. Now, when I sent the last one, it, I think they put it on one of the laps.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Policies, and I don't know why they did that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The only reason I could think that they would is if that's when.
[AGENT][NEUTRAL] The date of service was. So for example, your new, your active policy, its effective date was [PII]. So if you had policies that they might be lapsed now, but if they were still active during the time that you received treatment, that would be the correct policy to put that claim under. So let's take a look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so now I need to send those Medicare papers to that one instead of the new one.
[AGENT][NEUTRAL] Uh, depending on when they were, and I can, I can check that for you. Let's see.
[CUSTOMER][NEUTRAL] Yeah, so that's gonna be the problem because some of it's probably gonna be in the last one and some of it's probably gonna be on the new one.
[AGENT][NEUTRAL] That's fine, that's perfectly fine, um, OK, so you've got your oldest policy was, uh, [PII] was when it was effective and so that was, uh, [PII], and that's the policy number ending in 2373 so that's gonna be the oldest one.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] The all of the, I think it started in [PII].
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] All of this started in [PII].
[AGENT][NEUTRAL] The treatment and such, OK, so then that would be the policy ending in 4276. So that one was effective [PII]. And then of course your active policy picks up from there.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I need to send everything to that one then.
[AGENT][NEUTRAL] Yeah, that's the one that it was active during that time.
[CUSTOMER][NEUTRAL] OK, send it to that one and maybe that's why.
[CUSTOMER][NEGATIVE] Yeah, maybe that's why it's not downloading. I don't know because I didn't have any problems downloading the 195 pages.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] On the first one I sent y'all, but this one's like 95 pages.
[AGENT][NEUTRAL] Let me take a look.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Were these claims for you, [PII], or were they for [PII]?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's for my husband, [PII].
[AGENT][NEUTRAL] [PII], OK. So I have
[AGENT][NEUTRAL] Well, let's see, I took a look at the.
[AGENT][NEUTRAL] The policy ending in 4276, we received one claim with that was filed um.
[AGENT][NEUTRAL] August or let's do [PII], my goodness, I can't speak today [PII] and that's the only claim we've received from.
[CUSTOMER][NEUTRAL] Yes. Uh-huh.
[AGENT][NEUTRAL] This policy.
[CUSTOMER][NEUTRAL] OK, I sent when I sent that first one I sent all of it.
[CUSTOMER][NEUTRAL] I sent like 195 pages.
[AGENT][NEUTRAL] When were they sent? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, so I don't know, please don't tell me I have to send them again.
[AGENT][NEUTRAL] No, you're OK. OK, so I do see.
[CUSTOMER][NEUTRAL] I mean,
[AGENT][NEUTRAL] [PII], um, I see two pieces of claim information, um, for [PII] that was uploaded to your new policy, um, it's still in processing and it's most likely due to the holidays.
[CUSTOMER][NEUTRAL] Yes, because they're needing this paperwork that I have. Yeah, they need the paperwork that I have. That's what they're waiting on I think.
[AGENT][NEUTRAL] Well, there's that, um.
[AGENT][NEUTRAL] Right, OK, um, but either way it should be fine, um, I have had, obviously you know you're not the first person to have these kinds of policies and you know some are older than others and uh sometimes we might be able to just move them over to the correct policy for you so I don't think you should worry about um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Having to resubmit anything.
[AGENT][NEUTRAL] So we'll take a look at these once we get all of the, mhm.
[CUSTOMER][NEUTRAL] OK, well, I noticed it said, I think you sent me a letter and it said there's a $500 or something and then something else that they knew would.
[CUSTOMER][NEUTRAL] I was gonna, the claim would go through, but I felt like, like I said, 195 pages of stuff because he's gonna, he, he would had cancer and went through chemo. And so I'm sending all of it to you now because I finally got it all.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And so I don't know if you're gonna have to split them up. I don't really know.
[AGENT][NEUTRAL] Mm, not necessarily it would really most of the time it depends on how it was uploaded so if you uploaded a lot at once, um, and of course I know you know the browser might make you, um, break it up because it can only take so much at once and that's usually how it would go, um, is by claim number that way so I see two pieces, but there could be a ton of information in both of those.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Give me just a moment here, let's see.
[AGENT][NEUTRAL] Well, I don't see that one.
[CUSTOMER][NEUTRAL] Can you tell if it's like, you know, like the first batch I sent you, which was 185, was a um
[CUSTOMER][NEGATIVE] The doctor's visits. And then I had to go back and get the, the bills. So I sent that. And now I'm sending where Medicare paid everything.
[CUSTOMER][NEUTRAL] They said they had to have that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And that was the biggest runaround I have ever had to deal with.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] They told me that, no, they didn't do that. Social Security did. Do you, have you ever worked with Social Security?
[AGENT][NEGATIVE] Oh no. Oh my gosh.
[CUSTOMER][NEGATIVE] So it took me like 2 weeks just to get an appointment. And then they said, no, they told you a lie, you have to go back. So I called back, oh yeah, we can do that. I was so mad. So like, like I have enough to deal with. Yeah. So, but, so I'm gonna try and send it again, and this is only 95 pages. And the last one I sent you it uploaded and it was more pages than that. So I don't know why it's giving me problems to upload.
[AGENT][POSITIVE] Oh my gosh. Wow. Oh, I don't blame you at all.
[AGENT][POSITIVE] No kidding.
[CUSTOMER][NEUTRAL] Have you had any issues with the loading?
[AGENT][NEUTRAL] It only times that I've seen uh errors um and of course this is gonna sound silly but are you, uh, using a desktop or a laptop computer to do this?
[CUSTOMER][NEUTRAL] Mm, a desktop.
[AGENT][POSITIVE] OK perfect um.
[CUSTOMER][NEUTRAL] It's a regular computer.
[AGENT][NEUTRAL] That's fine. The reason I ask is that um it doesn't have support for mobile devices. I know some people would try to use their phones or a tablet, um, so that would be the one, the only other one I could think and now what browser are you using?
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah, I know, mm.
[CUSTOMER][NEUTRAL] You know, I work at a bank. I have no idea.
[AGENT][NEUTRAL] That's OK. um, I will tell you, um, it's got the best support for Google Chrome, but it does have support for uh Microsoft Edge and Safari if you're using an Apple computer, um, it does not have support for browsers like Firefox or anything like that, so that could be a potential issue as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I think ours is Google.
[AGENT][MIXED] OK, Chrome is the best one, and then the only one I could think of is again like maybe just too much at once it does have a limit on how much can be uploaded at a time and it's file size unfortunately so I think it's, you know, so many megabytes at once.
[CUSTOMER][NEUTRAL] Yeah, I think it's Google.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I'll try it again and if it doesn't, I'll re-scan it and send it in two and maybe that'll work.
[AGENT][NEUTRAL] That's fine, yeah, as, as you know, however you need to send it to us, even if it's broken apart, um, we'll get it all and we'll be able to process it.
[CUSTOMER][NEUTRAL] OK, OK, so do you want me to do it to the one that that I did they put it on the last one, the 242-476N?
[AGENT][NEUTRAL] Um, is that when the dates of service were were during that time frame?
[CUSTOMER][NEUTRAL] Yes, it was [PII]. Well, they're gonna be both, like I say, we just finished chemo, so I'll have more to send you, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's sure, that's perfectly fine, but again, even if one goes to one mistakenly, um, we should be able to help move them to the correct policy.
[CUSTOMER][NEUTRAL] It'll be later, so.
[CUSTOMER][NEUTRAL] OK, OK then.
[AGENT][POSITIVE] So you don't have to worry about that.
[CUSTOMER][POSITIVE] OK, then I'll try and send it again. All right, thank you so much.
[AGENT][POSITIVE] All right, yeah, I'm sorry you had to go through all of that but uh hopefully we're on the upside.
[CUSTOMER][NEUTRAL] Oh, I know. Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Alright, yes ma'am thank you I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Right. Mhm. You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.