AccountId: 011433970860
ContactId: f27b93b5-4d16-4f55-88ae-7f22b00b73fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 4640930 ms
Total Talk Time (AGENT): 1044007 ms
Total Talk Time (CUSTOMER): 1524157 ms
Interruptions: 11
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/f27b93b5-4d16-4f55-88ae-7f22b00b73fe_20250129T17:56_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] Hi, I'm good, thank you.
[CUSTOMER][POSITIVE] Good, good.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, my insurance, uh, I don't know if you
[CUSTOMER][NEUTRAL] Received any emails uh from request uh diagnostics uh about a claim.
[AGENT][NEUTRAL] OK, um, I can check your policy. You sound really far away from the phone. Um, can you give me your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure, just, um, yeah, it's, uh, [PII].
[CUSTOMER][NEUTRAL] And you need me my cell number correct or?
[AGENT][NEUTRAL] A callback number, any callback number.
[CUSTOMER][NEUTRAL] Oh, any comeback number, OK, it's [PII] this is the office right now it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] but I'll give you my cell phone just in case if.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, something else goes wrong. It's uh [PII]. That's my cell just in case.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, I didn't get the last four digits.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, yeah. All right. And uh do you have the policy number for me?
[CUSTOMER][NEUTRAL] Uh, for stuff, yeah.
[CUSTOMER][NEUTRAL] Um, I have a group number, um.
[CUSTOMER][NEUTRAL] I mean, because I have, I have here on the card I don't have the policy thing, uh, my number, everything is at home, but I do have a group number though.
[AGENT][NEUTRAL] OK, let me have that.
[CUSTOMER][NEUTRAL] OK, it's uh 24.
[CUSTOMER][NEUTRAL] 689.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have your date of birth and mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Sure, it's um,
[CUSTOMER][NEUTRAL] The the email correct?
[AGENT][NEUTRAL] Date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and the mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and um you said something about a claim for Quest?
[CUSTOMER][NEGATIVE] Yes, it's from Quest because I keep getting a bill from Quest Diagnostics saying uh that you guys haven't been uh paying them.
[CUSTOMER][NEUTRAL] Uh, usually it just goes, uh, through, uh, through you guys. I mean, I'm not sure how that works, but.
[CUSTOMER][NEGATIVE] Uh, they keep saying that that they're not getting paid.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] Um, oh, I should have asked him, uh, I have an old one here, but she said it was the very last one was for [PII].
[CUSTOMER][NEUTRAL] Uh, they have a new one, but I have to recheck that, um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Ah, but they're saying it was from last year though.
[AGENT][NEUTRAL] And you said that um they have said they sent the claim but we have not responded or um I'm not, it's kinda hard to hear you. OK. And you said something about an email. What was that? um I didn't really get that.
[CUSTOMER][POSITIVE] Correct, yeah, the.
[CUSTOMER][NEUTRAL] Yeah, um, yeah, they just, uh, because I, I had called them a little while ago, um, maybe about an hour or so, uh, I had talked to [PII], um, from Quest and not, uh, diagnostics, uh, they said she sent you a, uh, a paper claim or an email, I guess.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] We don't take email claims, so no.
[CUSTOMER][NEUTRAL] Or right, yeah, she, she'll probably forget that, uh, she said, uh, she told me she was, uh, gonna send it by mail, uh, a paper, uh claim uh to you guys to look.
[CUSTOMER][NEUTRAL] Uh, but she said she told me to call, uh, for me to call you and find out, um, why they haven't received, uh, any payment from them.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] I don't know if
[AGENT][NEUTRAL] I don't see any claims from Quest at all, so I'm not sure where they're sending the information.
[CUSTOMER][NEUTRAL] Yeah, can you
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um, but at this point, um, what you can do or they can do, they can call us directly and check claim status and see if we got it, which it doesn't look like we have because I didn't find anyque claims around August or around that time frame so today, um, or you can uh call like do a 3 way call and when you have them in the line, you can call us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean she told me to call you.
[AGENT][NEUTRAL] And we can go over it together, but I don't see any claims that have come through from Quest Mr. is possible.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Is there, is there, uh, has my card, uh, changed or anything like the policy or anything, no.
[AGENT][NEUTRAL] No. Mm mm. No. Nothing has changed.
[CUSTOMER][NEUTRAL] Is, is here, is here you can send me uh a new card, uh, because this is the one on card, the, the card I have with me is is from uh [PII]. Is there a way that I can get a new one, like a current one?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I can, I can send you one by mail, yeah, so you can replace that one. Yeah, yeah, I can. Let me go ahead and get that for you one moment. Let me work on it right now.
[CUSTOMER][NEGATIVE] Oh, I can't
[CUSTOMER][NEUTRAL] Oh, you can send me a new one? Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I see.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] Do you think maybe uh I have to wait a little bit until until you guys receive something from the mail, I guess.
[AGENT][NEUTRAL] Um, if usually if we have not received the claim um as of right now, and it was back in August, that means that um the best thing is to call him back and let him know, hey, um, [PII] doesn't have that claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, and verify that they're sending the information to the correct address. Um, I'm not sure what address do you have on that card, but if it's the old card, you probably have the [PII] address and that's, that's an incorrect address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I gave him the, the O[PII] City, yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so yeah, so that is the correct address. The [PII] address is the correct address, but I'm not sure how they're sending the claim and also the fax number has never changed, so the fax number on the back of the card is the same fax number. So either they can mail it or fax it to that number, and, but we have not received anything yet in our end.
[CUSTOMER][NEUTRAL] The same
[CUSTOMER][NEGATIVE] Oh, that's, that's kind of weird though because I keep getting, I keep getting their bill saying that you know that I'm not paying, uh, that you guys are not paying anything and I haven't gotten an email uh from from you guys stating, you know.
[AGENT][NEUTRAL] Yeah, when we process the claim, we always send a document saying why we didn't pay a claim and uh the reason you have not received one is because we have not received a claim to process.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK. I mean, I don't know. I mean, this is what, uh, she's telling me that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but they were not receiving anything and then [PII] told, uh, from Qu told me to call you to make sure, uh, that you get, uh, that you have, you know, the right card, the address, and, and, and everything.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and just to see if, uh, if they're receiving anything from, from us like from email or or mail in, I, I guess they do it, I guess they send it by mail.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, we have not received any mail claims um because when we get the claims, we image it into the system, so it's usually imaged into the next day. Um, there's nothing here. um, so you can just call him back, let him know that the information on the card is the correct information. Um, and we do not take claims by email. Um, we do not. And um if they're gonna send it, yeah, they just need to send it to the [PII] address.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct, right, so.
[CUSTOMER][NEUTRAL] Correct, but she probably, she probably figured that, uh, I mean if you guys don't respond to emails, uh, I wanna assume I think she told me that she was gonna send it like a paper one, through the mail just in case of if nothing goes through.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, she, I, I did tell her about the facts. I don't know, uh, if she has it with her, so.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hopefully she met that through the fax just in case as well, so I, I don't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I, I will check back with her or just call back the line and see if you can speak to somebody else and let them know that you call us and that we don't have the claim to see if they can go ahead and resubmit it.
[CUSTOMER][NEUTRAL] Oh, OK, um, or do you think I should wait a little bit or or just go ahead and call him again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will go ahead and do it now just in case it's it's better for us to receive two claims not to receive a claim.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Yeah, I mean, because, you know, it, uh, getting these bills, I mean, you know, they, they're probably gonna driving me nuts, you know, they keep saying, oh, I'm a bill, uh, you know, I'm not getting paid. I'm not gonna pay. I'm like I don't know what you're talking about.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah, and if we get um more than one claim for the same claim, we'll go ahead and process one and deny the other one stating that we already processed the claim, so you will be notified if we get it more than once, but it's better to get it twice than not to get it. So yeah, I will go ahead and definitely call him back, let him know, hey, I just spoke to [PII], um, they don't have that claim on file. I just need to make sure that you have the correct address, the correct fax number, and then if you can just go ahead and resend it because they don't have that claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, I was, uh, you know, I, I was thinking while I'm, while I'm calling you, you probably just send it, uh, I'm not sure it's uh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, but she said she was gonna take a look at it as well just to make sure, you know, she has everything on, on her side and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] She has everything and she's not, I mean she doesn't even understand why nobody's getting anything, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess they're not telling her, I guess I don't know.
[AGENT][NEUTRAL] Not sure what's going on there, but yeah, we, we're not definitely we're not getting that claim here, so I'm not sure how they're sending the claim, but it, it has not reached us, not saying that they have not send it, but we have not received the claim.
[CUSTOMER][NEUTRAL] Who knows.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK, um, is there a way that you can send me the um.
[CUSTOMER][NEUTRAL] I guess the the the policy or I mean like through the email I guess just in case of.
[CUSTOMER][NEUTRAL] If I'm not getting the the right one or?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, if you um provide me with an email address because I don't have one here I can go ahead and send you a copy of the card like a temporary card.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Oh, you don't have one?
[CUSTOMER][NEUTRAL] Oh you oh you can? Oh, OK, yeah, it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go it is?
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] OK, um, can I put you on a brief hold while I send this email to you?
[CUSTOMER][POSITIVE] Yeah, yeah, you can.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, I send that email to you. Do you wanna check and see if you got it if you can open it?
[CUSTOMER][POSITIVE] Oh, no problem
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Alright, and you just sent it correct?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] you just sent it, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I'm not seeing it, but let me see.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Uh, here it is.
[CUSTOMER][NEUTRAL] Well that's weird they didn't go to my
[CUSTOMER][NEUTRAL] Uh, well, it opened up on my phone. I didn't see it on.
[CUSTOMER][NEUTRAL] I work for, uh, work desk, but it doesn't really matter.
[CUSTOMER][NEUTRAL] Um, ah, here it is.
[AGENT][NEUTRAL] So did it open?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, perfect.
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And OK, and it doesn't, uh, where is the effective date, uh, that doesn't, does that change or not?
[AGENT][NEUTRAL] No, that will not change because your policy has not changed since that date. So, uh, that is your effective date.
[CUSTOMER][NEUTRAL] Oh, OK, so it'll go on, uh, doesn't matter what year that I have on, uh, like the current year, it doesn't, it doesn't do anything, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh, OK, uh, I just wanted to make sure that that was the correct one, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] OK. Is, is there anything else in the?
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] No, uh, that's pretty much it, um.
[CUSTOMER][NEUTRAL] Will, will I get, uh, this is like a temporary thing just in case, right?
[AGENT][POSITIVE] That's a temporary card. You're gonna get the regular card by mail within 5 to 7 business days. Yeah. Mhm.
[CUSTOMER][NEUTRAL] Uh, this one
[CUSTOMER][NEUTRAL] Oh, by mail?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, yeah, I just wanna make sure uh no that that everything is up to date and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, I don't want to have, uh, uh, issues with these, uh, people, so.
[AGENT][POSITIVE] I understand. Yeah, everything is fine. Everything is up to date and we just need um again, if you can call them and just make sure they go ahead and send that one more time, OK?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK, yeah, I'll, I'll definitely tell him uh I'll call him and, uh, as soon as I.
[CUSTOMER][NEUTRAL] I get off of uh
[CUSTOMER][NEUTRAL] More meetings after all this.
[AGENT][NEUTRAL] OK, sure, yes, I understand.
[CUSTOMER][POSITIVE] So, alright, um, I appreciate for everything, um, I'll definitely call him again and, and tell him that, uh, you know, that I've talked to you guys and that they.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You know that that you guys uh haven't received anything from them so.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Hopefully, um,
[CUSTOMER][POSITIVE] Hopefully I, I, I would imagine that when they sent, uh, I would they'll probably send it today.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, so that way you guys get the paper one, but I'll, I'll call them and.
[CUSTOMER][NEUTRAL] And tell them to just go ahead and fax it to you guys just in case if the paper one does uh doesn't reach you guys.
[AGENT][NEUTRAL] Yeah, if they say they cannot send it for any reason, you can always submit the claim yourself. Um, what you need to do is send us the itemized bills, so you need to ask them for an itemized bill with diagnosis codes and procedure codes and uh you can go to our website at [PII], which is in the email that I just sent, um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can go in there and just get a claim form. It's gonna have a claim form um link. You can just click on that and it will give you the claims and forms. You're gonna go and pick the met link claim form and you're gonna send that in with the information that is required on the first page is gonna give you instructions and the documents we're gonna need.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] Oh, OK, um, yeah, I don't think I ever signed up, uh, the online, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe, maybe my, maybe my dad probably has, you know, uh, probably to get in here, uh, cause I have no idea. Uh, this is the one that they set up for me, um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, I would imagine, uh,
[CUSTOMER][NEUTRAL] I mean, I'll probably ask him uh I'll do it like like you said if if you guys don't get anything.
[CUSTOMER][NEUTRAL] Um, I'll ask them to, uh, how is it, uh, an atomized, uh,
[AGENT][NEUTRAL] Itemized bill with diagnosis code.
[CUSTOMER][NEUTRAL] OK, um, I'm sure she, uh, I'm, I'm pretty sure she knows, uh, what that is, so, um, alright, um, and I'll see if, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] work your website so I know that that way I know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, because, yeah, I see to file claims. OK, that that's the one that you were saying, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, mhm, yeah, if you need to file a claim, you can go ahead and click on file a claim, and if you're not on your um policy, it's just gonna take you to that page where you can um.
[AGENT][NEUTRAL] Get in the policy, create an account. I'm not sure. I can check and see if you have already an account with us. Let me see.
[CUSTOMER][NEUTRAL] Do I, do I have an account? I have no idea if I, if they made one.
[AGENT][NEUTRAL] Yeah, I can check and see if you have one with us or not. If you don't, you just need to register and it's just gonna ask you personal information which is the same information you provided to me with the email address that you provided to me. Um, yeah, you have, you have not registered yet, so you can click on sign in and create an account.
[CUSTOMER][NEUTRAL] a new one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, where, uh, put new user or like log i[PII]
[AGENT][NEUTRAL] Yeah, new user mhm.
[CUSTOMER][NEUTRAL] The user? Oh, OK, I see here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah because I have no idea. They, I guess they called you, uh, guys, uh, directly, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No idea how they do this, um, OK, it's telling [PII]e.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The, uh, individual, so.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, then actually my last name, I guess I'll do it from here. I, I might as well do it with you since you're here on the line.
[AGENT][NEGATIVE] Yeah, no.
[CUSTOMER][POSITIVE] But I, I might as well do it, uh, cause it's always good to know cause, cause I think we always call you guys, so.
[CUSTOMER][NEUTRAL] OK, it's asking for my.
[CUSTOMER][NEUTRAL] My full social, correct?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] The zip code.
[CUSTOMER][NEUTRAL] And asking for.
[CUSTOMER][NEUTRAL] My email
[CUSTOMER][NEUTRAL] OK, that's for my date of birth, correct?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it's asking me to make a username and.
[CUSTOMER][POSITIVE] And pass her and everything correct.
[AGENT][NEUTRAL] Yes, you need to create a username and a password.
[CUSTOMER][NEUTRAL] OK, do I, um, OK.
[CUSTOMER][NEUTRAL] It also asking for a primary phone or I, I guess that will be my myself correct?
[AGENT][NEUTRAL] That will be your cell phone because you can get notification and like if we have received a claim process a claim we can send you like a notification saying that we have received something we have processed something and the only way to get notifications is in your cell phone, mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, and where it says text, uh, that would be the, the same, the same thing, correct? Like the same number?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm, correct, yes.
[CUSTOMER][NEUTRAL] Get that out of the way.
[CUSTOMER][NEUTRAL] And I guess where his username I guess that's
[CUSTOMER][NEUTRAL] Me correct, like regular me I guess.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I, I cannot hear you. You.
[CUSTOMER][NEUTRAL] Where it says username?
[CUSTOMER][NEUTRAL] Can, can you hear me?
[AGENT][NEUTRAL] A little bit, you sound really far away and you keep saying the username. Are you having problems with the username?
[CUSTOMER][NEUTRAL] Is it for?
[CUSTOMER][NEGATIVE] Uh, no, it's like I guess it was just my end but like it just kept getting stuck, so.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, like it wouldn't, it wouldn't type it, um.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Yeah, it's not taking the username. You can just go ahead and change it. It cannot be your email address. It could be the first part of it, but not the email address completely. We don't take email address. It's a username.
[CUSTOMER][NEUTRAL] Uh, OK, uh, like I can put whatever username but it doesn't, it doesn't really matter, right?
[AGENT][NEUTRAL] Yeah, like you can put the first part of your email or you can put just any um username.
[CUSTOMER][NEUTRAL] Oh, OK, let's see.
[AGENT][NEUTRAL] Did you let you pass that?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh, so I'm gonna do it again.
[CUSTOMER][NEGATIVE] I thought I did the second one, but no.
[CUSTOMER][NEUTRAL] So asking me for the the second one,
[CUSTOMER][NEUTRAL] To, uh, to confirm.
[CUSTOMER][POSITIVE] Hopefully, hopefully this works.
[CUSTOMER][NEUTRAL] OK, asking for my email again.
[CUSTOMER][NEUTRAL] As always
[CUSTOMER][NEUTRAL] They always ask for.
[CUSTOMER][NEUTRAL] ton of emails to
[CUSTOMER][NEUTRAL] I guess to make sure it's you, I guess.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that's going to already to accept. OK, I'll put that is next.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Um, have you
[AGENT][NEUTRAL] At an in or not.
[CUSTOMER][NEGATIVE] I tried, but it just turns.
[CUSTOMER][NEUTRAL] Oh, it just turns red when I
[CUSTOMER][NEUTRAL] When I put the
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Password, it just turns red.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Under the password, uh, you put it in, um, the, you need to have a cap letter, small letters, numbers, and a special character.
[CUSTOMER][NEUTRAL] Oh, Google is I can like to create a password.
[CUSTOMER][NEGATIVE] I shouldn't let, uh, shouldn't let them do that, right.
[AGENT][NEUTRAL] Sometimes it will let you use it, but sometimes it will not let you use it. It depends what type of password is given because um I'm not sure if it, if we will recognize what we need in the password.
[CUSTOMER][NEGATIVE] Right, yeah, no, I, I don't, I don't trust Google right now.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] OK, I, I, I, I guess I'll, I'll do it again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] maybe, uh, maybe I did it wrong, I guess.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I see it's asking for.
[CUSTOMER][NEUTRAL] Oh, they're asking for another character, OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Oh God, I wonder they drive everybody nuts.
[CUSTOMER][NEUTRAL] OK, I, I guess they didn't like that character.
[CUSTOMER][NEUTRAL] I don't know what's going on
[AGENT][NEUTRAL] You didn't take it either?
[CUSTOMER][NEGATIVE] No, I didn't like it.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] OK, this is one upper case.
[CUSTOMER][NEUTRAL] Oh, that's what you're saying 1 lowercase. Oh, cause I gotta do 8 characters, correct?
[AGENT][NEUTRAL] Mhm. Yeah, it has to be one upper case at least um one.
[AGENT][NEUTRAL] Um, lowercase, at least, numbers and a special character.
[CUSTOMER][NEUTRAL] Oh I see oh I see here now. OK, it says must not contain a username.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, is that why?
[AGENT][NEUTRAL] I'm sorry, I didn't hear you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Maybe it's because uh.
[CUSTOMER][NEUTRAL] I'm using the same username like as.
[AGENT][NEUTRAL] Oh no, you cannot use the same username. It has to be a different one.
[CUSTOMER][NEUTRAL] Uh, oh, even, even though I wrote it, uh, differently, oh, OK.
[AGENT][NEUTRAL] Yeah, if, yeah, because um it, it cannot be something that is visible because this is sec uh security um your password is only for you, so um if it's related to your username, it will be like not secure enough.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um-hum.
[CUSTOMER][NEUTRAL] Oh, OK. Oh, because it's gonna, oh, I see. OK, maybe that's what it is, OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I thought I was, I was able to use at least parts of the username to know I gotta know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I, I go, I, I wrote it out, you know, I did the what you asked, and like, like what the heck, you know, they, they didn't like it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][POSITIVE] Yeah, that, that makes sense.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, let's see if this works.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I hope
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Jeez
[CUSTOMER][NEUTRAL] I guess they don't want me to go in today. I don't know.
[CUSTOMER][NEUTRAL] Ah, so many passwords today it's like
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's better to just put your thumb on it, you know, it might be easier.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, yeah, uh, for me it's harder to remember something that the machine is giving me. It's so much harder. I'd rather make my own.
[CUSTOMER][NEUTRAL] No, yeah.
[CUSTOMER][NEUTRAL] I mean that, I mean, I, I'm an IT guy, but you know, I mean I got thousands of passwords here and that this is probably the the last one that that I'm gonna actually remember somewhere at the bottom of the pile.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] If that, I'll, I'll eventually I'll remember it somewhere, but eventually.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] But I guess this is one of those passwords that I guess just kind of sits there I guess.
[AGENT][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] Until
[CUSTOMER][NEUTRAL] until you need it.
[AGENT][NEUTRAL] It is a little complex, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So let's see.
[AGENT][NEUTRAL] OK. It doesn't look like it.
[CUSTOMER][NEUTRAL] If I, if I wrote it correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I work
[CUSTOMER][NEUTRAL] Oh, what I do now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I don't know what the heck happened.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Oh, come on, work, work, work, work, work, come on.
[CUSTOMER][NEGATIVE] I guess it doesn't like my password.
[CUSTOMER][NEUTRAL] Let's try that again oh.
[AGENT][NEUTRAL] Did they let you in.
[CUSTOMER][NEUTRAL] Uh, I hope, let's see if I did that correct.
[CUSTOMER][NEUTRAL] What is going.
[CUSTOMER][NEUTRAL] What is going on here?
[AGENT][NEUTRAL] It still not letting you in?
[CUSTOMER][NEGATIVE] It just turns it turns red every time when I
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] I add a character, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It just, it, it turns red for.
[CUSTOMER][NEUTRAL] Reasons but
[AGENT][NEUTRAL] What character are you using?
[CUSTOMER][NEUTRAL] Uh, I thought I can use the, the app sign.
[CUSTOMER][NEUTRAL] Or is it better to just use something else and I guess it doesn't like it.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Let me check and see which one is one of the good ones.
[CUSTOMER][NEUTRAL] For something else.
[AGENT][NEUTRAL] OK, yeah, the number sign.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Better to do a number sign then.
[AGENT][NEUTRAL] Yeah, go ahead and do a number sign.
[CUSTOMER][NEUTRAL] Let me, let me start over just in case.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What the
[CUSTOMER][NEUTRAL] OK, I don't know what's going on. This is like my
[CUSTOMER][POSITIVE] I like that password I gave it. OK, I guess I'll.
[CUSTOMER][NEUTRAL] I guess I'll just use something from Google then I guess I'll pay it back, I guess.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I guess I'll use
[CUSTOMER][NEUTRAL] Something from Google then.
[AGENT][NEUTRAL] You're, you're gonna use a um personal, you're gonna do your own or you're gonna use one that is created by the machine?
[CUSTOMER][NEUTRAL] Should I use one from the Google or probably not, right?
[AGENT][NEUTRAL] You can try, uh, I don't know if he will take it.
[CUSTOMER][NEUTRAL] Try it out, see if it'll it'll take it.
[AGENT][NEUTRAL] You can try, mhm, but you need to remember the, the password.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Let me take a picture just now just in case.
[CUSTOMER][NEUTRAL] Probably I probably won't remember that in the next 5 minutes. Who knows.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, apparently it did take it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do know.
[CUSTOMER][NEUTRAL] OK, I don't know if you're getting anything, um.
[AGENT][NEUTRAL] You probably timed out if you've been this long in that same page, it's not gonna continue. It's gonna time out. So no matter what you do, it's not gonna take it. Uh, you probably need to go out completely come in back, um, start like you are registering, like start all over the process to register.
[CUSTOMER][NEUTRAL] Like, like, like redo it.
[AGENT][NEUTRAL] Mhm. We do it. Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or, or do I just put like reset password or?
[AGENT][NEUTRAL] No, because you don't have an account created. I'm looking in in my end.
[CUSTOMER][NEUTRAL] Oh that
[AGENT][NEUTRAL] And that's what I'm doing. I'm checking to see if you have created your account and you don't have an account created yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Oh this is crazy like it didn't.
[AGENT][NEUTRAL] Did you ever received an email or you did not receive an email?
[CUSTOMER][NEUTRAL] Uh, no, uh, no emails.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, OK, so that means it was not created. So you didn't pass, um, from the username and password, it didn't just go through and say you created your account, your system, no, OK.
[CUSTOMER][NEUTRAL] Let me check again.
[CUSTOMER][NEGATIVE] right, right, cause they just kept saying submitting submitting, but it didn't do anything.
[AGENT][NEGATIVE] And then it will give you a red mark either in the username or password.
[CUSTOMER][NEUTRAL] I mean it says it like it went through though but you know like.
[CUSTOMER][NEUTRAL] Um, oh well, it's, yeah, I mean it says in there, it just says invalid username and password.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mm yeah, I would, I would be able to see the username if you have created an account and I don't see the username at all, so that means that it didn't create it. um, so, um, go ahead and just go back and start all over again with the process.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I guess I'll, uh,
[CUSTOMER][NEUTRAL] OK, and then like just uh redo the.
[CUSTOMER][NEUTRAL] Everything in the password and and everything else.
[AGENT][NEUTRAL] Yeah, you have to go all the way out and all the way in basically go back to the uh close that browser that you're working on um if you have any other browsers open, close them, um, go ahead and go to secure. [PII] or go to [PII] and just click on sign in, whichever is easier.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, oh OK, not, not to go through to the, to the email, correct?
[AGENT][NEUTRAL] You can go back to the email and click on the link, mhm.
[CUSTOMER][NEUTRAL] Do do the link again.
[AGENT][NEUTRAL] Yeah, just make sure that everything else is closed because if you have anything open and you, you click on the link, it's just gonna bring you right back to what you were was working on.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Right, I'll, I'll do everything again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess they didn't like to go, I guess.
[CUSTOMER][NEUTRAL] Who knows.
[CUSTOMER][NEUTRAL] My email again.
[CUSTOMER][NEUTRAL] All right, I guess so.
[CUSTOMER][POSITIVE] I guess I'm make a new one.
[CUSTOMER][NEUTRAL] Ah, new name, I guess. I guess I'll, I'll make a new name.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] I, I didn't, I cannot understand you. What?
[CUSTOMER][NEUTRAL] I, I guess I'll, I'll make a new name, I guess, so.
[AGENT][NEUTRAL] Yeah you can create a new user name mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so far hasn't turned red.
[AGENT][POSITIVE] OK, that's a great thing.
[CUSTOMER][NEGATIVE] So far.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so far so good.
[AGENT][NEUTRAL] I just still trying to submit?
[CUSTOMER][NEUTRAL] It's asking me to confirm my uh.
[CUSTOMER][NEUTRAL] My email again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess they want my signature all over again, right?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Alright my number.
[CUSTOMER][NEUTRAL] Uh, you, I mean you guys can always reach me, uh, through the cell phone just in case.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] What is he doing right now?
[CUSTOMER][NEUTRAL] OK, 10.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] Well, it's asking for
[CUSTOMER][NEUTRAL] And I guess it's asking for, uh, OK, if I read everything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I put, I put a special, uh.
[CUSTOMER][NEUTRAL] I'll put it simple like it uh like it asks then then then it turned red before submitting.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Have you submitted it already?
[CUSTOMER][NEUTRAL] I try. Let me, let me try it again. I don't know. I don't know what's wrong with it, but, uh.
[AGENT][NEUTRAL] Did it give you any errors?
[CUSTOMER][NEUTRAL] Yeah, it, it just, uh, this is please confirm uh your uh your password. I write it and then it just goes, uh, when I go to do it again like to confirm it just goes red.
[CUSTOMER][NEUTRAL] So I don't know.
[AGENT][NEUTRAL] That means it's not matching.
[CUSTOMER][NEUTRAL] It's not matching, right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe it's me.
[CUSTOMER][NEUTRAL] OK, maybe it's uh the first time is, is the term, right?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The, the first time's the, the charm, right?
[AGENT][NEUTRAL] Yeah, that's what they say.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh please
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] All right, finally got in.
[AGENT][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] Finally,
[CUSTOMER][NEUTRAL] Well that could be the 6th time, who knows.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] So it
[AGENT][NEUTRAL] It gave you like a confirmation and send confirmation to your email?
[CUSTOMER][NEUTRAL] Uh, let me see, this is, oh, this is, uh, there has been uh.
[CUSTOMER][NEUTRAL] Oh, it's just to call you.
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][POSITIVE] It accepted.
[CUSTOMER][NEUTRAL] Oh, that's weird.
[CUSTOMER][NEUTRAL] It just says oops, there's been a.
[AGENT][NEUTRAL] OK. Did it, did it indicate you to go to your email?
[CUSTOMER][NEUTRAL] Uh, no, it is.
[AGENT][NEUTRAL] Yeah, if it didn't indicate you to go to your email to confirm your email and it didn't go through.
[CUSTOMER][NEUTRAL] Just give me that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, that's weird.
[AGENT][NEUTRAL] More than likely kicked you out instead of going through.
[CUSTOMER][NEUTRAL] It's possible me kicked me out, I guess.
[CUSTOMER][NEUTRAL] Let me take the emo, I don't know.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Just give me you.
[CUSTOMER][NEUTRAL] Let me see if it'll
[CUSTOMER][NEUTRAL] I'll take it. I don't know.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Is is invalid username or password?
[AGENT][NEGATIVE] Yeah, it didn't create the account. I don't see that it has created the account.
[CUSTOMER][NEUTRAL] It's weird.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, cause I don't know if you.
[AGENT][NEUTRAL] What username are you trying to use?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] No, the LJ Cass.
[AGENT][NEUTRAL] I'm sorry, you said OJ cause it is?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEGATIVE] Yeah, it just says it doesn't exist. What the heck?
[CUSTOMER][NEUTRAL] It's not, uh, I don't even guess we just
[CUSTOMER][NEUTRAL] God, this is crazy.
[CUSTOMER][NEUTRAL] Alright, I guess 10th time is the, uh, the charm, right?
[AGENT][NEUTRAL] Mm. Let me try something really quick. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you trying this in the um are you trying to register on the phone or is it in your desktop laptop, MacBook?
[CUSTOMER][NEUTRAL] Well, in my, in, uh, the desktop, uh, I work.
[AGENT][NEUTRAL] Desktop, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] Maybe maybe I need to be uh at home.
[CUSTOMER][NEUTRAL] Is this to work.
[AGENT][NEUTRAL] Um, if the work has a firewall like the security is, is probably what's keeping you from creating the account, but I'm not sure if that's the case.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, may maybe it was, uh, OK, this is third party, uh, was blocked. OK, maybe, maybe that's what it was that it was blocking everything like from going out.
[AGENT][NEUTRAL] It does, yeah, it's probably blocking it for you to create an account and uh work computer.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I mean usually it does it, but.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So all right, I guess last one last time and then I guess I'll let you go.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm just um.
[AGENT][NEUTRAL] Trying to see if it will let me create one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So, yeah, the symbols that you can use is add the money sign exclamation point, um.
[AGENT][NEUTRAL] End sign, question mark.
[AGENT][NEUTRAL] In percentage.
[CUSTOMER][NEUTRAL] Maybe I was putting in the
[CUSTOMER][NEUTRAL] One that uh that you guys can't use I guess maybe that's it.
[AGENT][NEUTRAL] It could be um.
[AGENT][NEUTRAL] Yeah, I went ahead and put all the information in and it looks like it's taking it just fine, so, um, I'm not really sure why is it not letting you create the account. Um, if you wanna try one more time, you can, um, if not, you probably need to do it from home.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] The, the phenomenal. OK, let's try one more time.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, that's kind of weird though.
[AGENT][NEUTRAL] Yeah, and the password just um find something not too hard, um.
[AGENT][NEUTRAL] In the beginning you can just do just any few passwords and then you can click on forgot password and change it again like um you can do like happy at 1234 and then think about something more complex and change it yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Right, like something simple.
[CUSTOMER][NEUTRAL] OK, yeah, I mean, I don't know. I mean, I thought, I, I thought mine was uh simple, I guess. I don't know. I guess it, I guess it didn't like the uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Ah, the character, I guess.
[AGENT][NEUTRAL] Yeah, as long as it has a uh caps letter like uh and it has 8 digits, 8 or more. It has to be 8 or more, uh including that special character. Um, yeah, that will work. Um, the one that I tried just now was, yeah, I just tried happy at 1234 and it seemed to like it, so I'm not sure if that, yeah, mhm, yeah.
[CUSTOMER][NEUTRAL] Who knows.
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] Right, I, I think I had 9 plus.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And and they took it.
[CUSTOMER][NEUTRAL] It's weird.
[CUSTOMER][NEUTRAL] Huh, I guess, I guess he didn't like, I guess he didn't like one of my passwords.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I guess me again.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, so far it's still blue.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's good.
[AGENT][NEUTRAL] Giving you any error.
[CUSTOMER][NEUTRAL] Uh, so far it's blue, hasn't messed with my, uh, my new password hasn't messed with it, so.
[AGENT][NEUTRAL] OK, have you already submitted?
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] Uh, I'm putting my cell number now.
[CUSTOMER][NEUTRAL] Yeah, if this doesn't work I'll I'll just set it up at home and.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Make something work.
[CUSTOMER][NEGATIVE] Oh come on.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] doesn't like anything.
[CUSTOMER][NEUTRAL] Or is it just uh the one at work?
[AGENT][NEUTRAL] What is not taken is it the user name or the password?
[CUSTOMER][NEGATIVE] I think it's just uh I think it's just a password that doesn't like anything.
[AGENT][NEUTRAL] The password?
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Still nothing, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Still getting nothing, right?
[AGENT][NEUTRAL] Um, yeah, still not.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did it give you an error?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, have you submitted uh the information again? Did you erase it and put it in again?
[CUSTOMER][NEGATIVE] Let me see, I don't know what the heck's going on.
[CUSTOMER][NEUTRAL] do
[CUSTOMER][NEGATIVE] don't match, but
[AGENT][NEUTRAL] Yeah, I'm thinking it's, it's probably the work computer, so yeah, you might, yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, I got it right.
[CUSTOMER][NEUTRAL] OK, it's telling me it's submitting.
[AGENT][POSITIVE] Oh yes, yes, you did create it now, yes.
[AGENT][POSITIVE] Yay, OK.
[CUSTOMER][NEUTRAL] No, it, it's probably like, uh, like what you say it's probably at work.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sometimes.
[AGENT][NEUTRAL] OK. You wanna go in just to make sure you can get in?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh man, all right.
[CUSTOMER][NEUTRAL] Yeah, it's not, uh.
[CUSTOMER][POSITIVE] But then I'll, uh, I guess I'll, I'll keep you here with me.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] work
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] It did.
[CUSTOMER][NEUTRAL] I hope so. Hold on, I wrote it on.
[CUSTOMER][NEUTRAL] OK, it's submitting.
[CUSTOMER][NEUTRAL] And we're at.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] I guess the 12th time is the charm, right?
[AGENT][NEUTRAL] All right. It looks like it.
[CUSTOMER][NEUTRAL] It only took me 12 tries, right?
[CUSTOMER][NEUTRAL] It only took me 1212 tries to get you, right?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, I guess so.
[CUSTOMER][POSITIVE] Finally, finally.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's this?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, it's asking for uh cell number correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it says updates via text.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, it's, uh, OK, I guess that would be my phone number, correct?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, just like for text messages, uh, notifications, correct?
[AGENT][NEUTRAL] Text messages, yeah. Mhm, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, there we go. OK, now it's asking for a code.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, which I got.
[CUSTOMER][NEUTRAL] That's what you mentioned before, uh, like if it goes through it gives you a code, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Uh, here we go this is success right, finally.
[AGENT][NEUTRAL] Mhm. All right.
[CUSTOMER][POSITIVE] Uh, finally I got you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Finally.
[CUSTOMER][POSITIVE] Finally, finally, finally, OK, and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I might help you with today?
[CUSTOMER][POSITIVE] No, that's fine. The, uh, the 12th time, uh, to try, uh, it worked.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] But it works. That's a good thing.
[CUSTOMER][POSITIVE] Yeah that that worked.
[CUSTOMER][POSITIVE] Yeah, it worked, it worked.
[AGENT][NEUTRAL] We took our time, but it worked.
[CUSTOMER][NEUTRAL] Yeah, holy smokes, it took us 12 tries for it. Holy smoke.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, you have a good day and if you have any other questions or concerns, you can always give us a call back, OK?
[CUSTOMER][NEUTRAL] I've never done anything that that took me 12 tries.
[CUSTOMER][NEUTRAL] OK, um, yeah, oh, OK, uh, this is one, OK, this is where you, uh, where I get to see everything that, uh, every time when I use it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you get to see if we received any claims like if you're trying to look for a claim, you can see your history and you can check and see if we got the claim or not um you can see if we have, you know, whenever we receive something it's just gonna be there. Anything we receive will be there. If we process a claim or receive a claim, you will get that text message saying we got something we're processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so if they send in the claim now, if they send it today, tomorrow, any time now, um, you will be notified that we receive a claim.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, uh, because right now I'm, I'm seeing it right now, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's like you said, like remember when I said, it said, uh, [PII].
[CUSTOMER][NEUTRAL] Looks like it did oh but that was for something else, I guess.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, then none of them is for Quest. I, I, you have a lot of claims that we have paid, but none of them is for Quest.
[CUSTOMER][NEUTRAL] Yeah, I know it's uh it's uh UM so
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] And so yeah, that's, that's where I'm at right now, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, it's, uh, uh, from, uh, uh, [PII] if you see it, it's part it part [PII] on it, so, um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I guess we're, I guess we'll, we'll wait for them, uh, I guess, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Again, if you wanna just call them and just make sure they will send it, like just call them and let them know, hey, uh, can you resubmit it, even if the other person told you that she's gonna submit it, and like I said before, it's best to have to not to have none. So just call them and see if they can resubmit it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just call him again, OK, yeah, um, let me see it says, uh, like they received. OK, I see now, OK.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Oh, OK, no, this is good.
[CUSTOMER][POSITIVE] No, this is good because of the, I like to see the uh.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, like a
[CUSTOMER][POSITIVE] This is, this is why it's good, uh, it's always good to like you said, to double check, uh, make sure it went through or not.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, I don't see anything like like what uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, it, it is not there. I already checked the history and I didn't see it, so yeah, we have not received it, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's just crazy though. You, you would think, you would think it's all there, I mean.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh well
[CUSTOMER][NEUTRAL] I guess we'll figure that out, right?
[AGENT][NEUTRAL] Then yeah.
[CUSTOMER][POSITIVE] All right I appreciate it though thanks for everything.
[AGENT][POSITIVE] You're welcome. All right. You have a good afternoon. Thank you for calling ATL.
[CUSTOMER][NEUTRAL] It, it, it only took just 12 tries, right?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Only 12
[AGENT][NEUTRAL] Yeah, that's a long time.
[CUSTOMER][POSITIVE] 00, well, this is, this is gonna be a good one, right?
[AGENT][NEUTRAL] I allowed to drive.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright, I appreciate it though thank you so much alright.
[AGENT][POSITIVE] All right, you have a good afternoon because it is. You're welcome. Bye bye.