AccountId: 011433970860
ContactId: cb449aad-06de-4f1e-b173-f11e056d4449
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 573700 ms
Total Talk Time (AGENT): 244161 ms
Total Talk Time (CUSTOMER): 254922 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/cb449aad-06de-4f1e-b173-f11e056d4449_20250514T20:06_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Uh, yes, I, um, I'm trying to submit, uh, a claim, but it's, um, I'm trying to do it online, but it's not working for me. It's giving me an error.
[AGENT][NEUTRAL] OK, and, and uh what, what area are you coming up with?
[CUSTOMER][NEUTRAL] Um, it says,
[CUSTOMER][NEGATIVE] Technical difficulties.
[AGENT][NEUTRAL] Oh, OK. OK, let's look at your, at your policy.
[CUSTOMER][NEUTRAL] That it, it, it.
[AGENT][NEUTRAL] Yeah, we, we'll see what's, what's going on. We can actually look at your policy and, and see what is happening. Um, and, uh, what is your policy number?
[CUSTOMER][NEUTRAL] It's 255.
[CUSTOMER][NEUTRAL] 456.
[CUSTOMER][NEUTRAL] 7.
[AGENT][NEUTRAL] Thank you. If I can verify your name, uh date of birth, and a phone number, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I appreciate that. Thank you.
[AGENT][NEUTRAL] So, uh, let's see what we have here.
[AGENT][NEUTRAL] OK, so we'll go back, uh, we'll just go ahead and back out of the, of the screen to the, to the very, very beginning. Now do you, you have a account with us already or have you, is it, are you building one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You do have an account with us already.
[CUSTOMER][NEUTRAL] No, I mean,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, you have an account with us already online.
[AGENT][NEUTRAL] You you've made an account. OK, great. OK, so let's go to sign in.
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] And because you already
[CUSTOMER][NEUTRAL] I'm already, I'm already.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, if you'll just back out all the way to where it says the log in.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Do you want me to log out?
[AGENT][NEUTRAL] Yes, please. Yeah, because you're, you're not, you're having trouble, um, it's, it's not letting you, uh, it's not letting you submit anything, is that correct?
[CUSTOMER][NEUTRAL] Yes. So when I log in, it goes directly, when I log in, it goes directly to my coverage and in the bottom it says my claims.
[AGENT][NEUTRAL] OK, let's go ahead and
[CUSTOMER][NEUTRAL] And it says, uh, like upload files in green.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And when you try to upload the files that's when it's telling you that you have.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] When I go when I go in upload files, I select in um like my name, the applicant.
[CUSTOMER][NEUTRAL] And then I go next.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They have already, I had already selected the coverage, like Netin, select group.
[CUSTOMER][NEUTRAL] With my name with the the number, the applicant number and then it says upload files, select files. So when I go in and I select like the pictures of the invoice.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] If I select like 2 pictures, it lets me go ahead if I select more than 2 pictures of the.
[CUSTOMER][NEUTRAL] Of the letters, it doesn't lend me so if I do like the invoice, I, the picture of an invoice and the picture of the insurance detailed information and I go upload.
[CUSTOMER][NEUTRAL] And it, I see it there, it says, um, it's got a size of 15.85 megabytes, and then I go submit.
[CUSTOMER][NEUTRAL] It starts like spinning, thinking.
[CUSTOMER][NEGATIVE] And then it gives me a message, it says, oops, there was an error. Looks like we are experiencing technical difficulties. If you continue to experience issues, please contact customer service.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Let's, um, let's try loading them in one at a time. Um, what, uh, how many documents do you have to load in? Is it just one or is it, is it more than one?
[CUSTOMER][NEUTRAL] 44.
[AGENT][NEUTRAL] 4, OK, um, let's see what we can do about about loading in one, because if it's, if it's not letting you do that, then that may be the problem is in on our end and uh I, I will try and find out what is going on, but let's try just just loading just one document, um, and it's fine because if if we get them one at a time we can always stick them all together and and for one claim so that won't be a problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you'll just try one of them and.
[CUSTOMER][NEUTRAL] OK. So I
[AGENT][NEGATIVE] And then if that doesn't work well.
[CUSTOMER][NEUTRAL] OK, I'm done.
[CUSTOMER][NEUTRAL] OK, I'm doing one now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I went to submit it. OK, that was uploaded successfully.
[AGENT][NEUTRAL] OK, so it's, it's possible that uh when you put them all together.
[AGENT][NEUTRAL] That the files are just um there's just too much or or you know there could be any number of problems there but your, your best bet so is is just to go ahead and load them one at a time and and as I mentioned before, don't worry about that being a problem because what we'll do is when we see them we'll see that they're all uploaded on one day and we're gonna look at each, uh, submission and then we can, we can process it all at once, but uh I would just, uh, yeah, just do it one at a time and um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh thanks
[CUSTOMER][NEUTRAL] OK, but.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That should, that should work.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I'm doing a 2nd 1 now.
[CUSTOMER][NEUTRAL] Let's see, let me see if it works.
[CUSTOMER][NEUTRAL] It should, it should work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know how long it takes after you guys receive the information?
[AGENT][NEUTRAL] Yes, now, once
[CUSTOMER][NEUTRAL] To yeah it went through.
[AGENT][NEUTRAL] Right, good. OK. So, um, let me just look here now. I usually I can see them right away, um, and that's not, uh, now it takes us, uh, 8 to 10 business days. Yes, I see where you did upload one today.
[AGENT][POSITIVE] So it usually takes about 8 to 10 business days for those to be processed, but this is the fastest way to get them to us, um, and, uh, you know, and sometimes it takes less than 8 to 10 business days. It usually takes at least that sometimes, so, um, but once we receive them like this, receive them immediately, that's it's just the fastest way to get it to us and uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] We can begin processing it.
[CUSTOMER][NEGATIVE] OK, I tried to do the 3rd 1, and, but that one didn't let me do.
[CUSTOMER][NEUTRAL] So, but I guess I, I put in the, the main ones which is uh doctor's detail invoice and the insurance uh explanation of benefits. So the only two that I have left is the claim form from Metlink.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I don't know if I need to submit that.
[AGENT][NEUTRAL] OK, well, I would
[AGENT][POSITIVE] Yeah, that's it's always a good idea to submit that. I would go ahead and if it doesn't work right now, I would try it in just a bit. Um, it should, it should go in, um, sometimes you just have to do it one at a time and do it a little, it's a little bit slower but it it does get it does happen.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, that one didn't, then it's not, yeah, those two, they like the last one, I'm not, it's not letting me. Maybe I should just wait, I guess, because it's not going to.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I would, I would just wait, yeah, just let everything go and go through the files and, and then it's, um, and then if, if it turns out and it doesn't then you know it's, but um.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, there it shouldn't be a problem.
[CUSTOMER][NEUTRAL] OK, OK. Well, I put in, what's, uh, I guess, uh, two main things.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And and like I said you.
[CUSTOMER][NEUTRAL] And, and I guess it's
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, please, please go ahead, yeah.
[CUSTOMER][NEUTRAL] Um, so if um you guys need anything, um, you will let me know, right?
[AGENT][NEUTRAL] Oh, absolutely, yes, yes, we will. We certainly will. Uh, we will let you know and um like I said, it usually takes 8 to 10 business days, uh, sometimes less for us to process that and you should be hearing from us, uh not this week and certainly early next week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, very good. OK. Thank you for your help.
[AGENT][POSITIVE] OK, if there's anything else I can help with, thanks for contacting EP.