AccountId: 011433970860
ContactId: c376fa87-1824-4f14-b777-21ecf15b94c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328420 ms
Total Talk Time (AGENT): 163616 ms
Total Talk Time (CUSTOMER): 132584 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/c376fa87-1824-4f14-b777-21ecf15b94c2_20250314T15:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I'm calling. I was trying to
[CUSTOMER][NEUTRAL] Uh, send a claim yesterday through the online portal.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] But when I would do to upload the files, it just, it would take about 10 or 15 minutes and then it would tell me that there was an error to contact you.
[AGENT][NEUTRAL] Hm, OK. Let's take a look at your policy, see if anything ever came through. Do you have the policy number?
[CUSTOMER][NEUTRAL] The one that I was told to put it under, um, 243-049-0.
[AGENT][NEUTRAL] OK, let me pull this up here. Give me just a moment.
[AGENT][NEUTRAL] And then if I can get your first and last name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much, [PII], and then if you can verify the address and email address we should have on file.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the email, I think it's my work email, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Yeah, I tried to file it 3 different times yesterday and if it's the type of file that I have.
[AGENT][NEUTRAL] Mm, yeah.
[CUSTOMER][NEUTRAL] Or what?
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] If you're we haven't had any reports of the service center being down um if it's still not working, the only other way that you could get it to us would be you can fax it and then you can also send it in the mail. Fax would be the other quickest way to get it to us if you have access to a fax machine.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh gosh, I don't, I, I do the scanning, you know?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Is there a certain file type that it prefers because I'm doing through [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I think let me.
[AGENT][NEUTRAL] I think as long as it's in a PDF it should be fine. Let me see. Yeah.
[CUSTOMER][NEUTRAL] It is, it's a PDF, uh-huh.
[CUSTOMER][NEUTRAL] And I'm trying to do the initial uh cancer diagnosis is what I'm trying to do.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I know there's a limit on the size of the file.
[AGENT][NEGATIVE] But it should just give you an error saying, you know, the file is too large, if it's too large, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] And I had another question on that. All the paperwork that I was needing to send with this claim, um, I had to leave one off because it told me the file was too large. So would I just send the other piece of it with the claim form?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh-huh, yeah, you, yeah.
[CUSTOMER][NEUTRAL] Or would you consider that two separate claims?
[AGENT][NEUTRAL] No, you could just submit it in a second entry, just click upload files again, um, and do it all. It would come through mhm yeah and the and the claims examiner will see that that that's there, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With the same claim form.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah, I have it in, in the PDF form.
[CUSTOMER][NEUTRAL] I don't know if I should maybe send it piece by piece, because I have 3 attachments for that claim form.
[AGENT][NEUTRAL] Right, it just says acceptable file types, PDF, PNG, JPG, a JPEG, a doc or a docs. Maximum combined files cannot exceed 20 megabytes. Please note missing documentation may process your claim.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Maybe try splitting it in half because you said there was one document that wasn't working, so maybe try and do half and then do the other half, just the two submissions and see if maybe a smaller file will process a little quicker.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright. And then I had another question where it says to set up the direct deposit. I'm putting my routing number but it's coming up with a different bank, that's not my bank, and it doesn't let me delete the name of the bank.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So there are times where like the Federal Reserve will not update banking information so as long as you verify the routing and the account number are accurate, don't worry if it's an incorrect bank name it does unfortunately happen just make sure all those numbers are correct and you should be fine.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] No, that's, I was just trying to get it uploaded. Thank you.
[AGENT][POSITIVE] OK. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Um bye bye.