AccountId: 011433970860
ContactId: fe28044c-7021-454c-9a97-d054a0182d94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2877040 ms
Total Talk Time (AGENT): 710472 ms
Total Talk Time (CUSTOMER): 1010934 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/fe28044c-7021-454c-9a97-d054a0182d94_20250213T21:24_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey, this is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] This is [PII] in the claims department. How are you doing?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing OK. The day is almost over with.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. Almost.
[CUSTOMER][NEGATIVE] I have a member on my back line. They are having problems, um, resetting their password. Um, I gave them the specifications, but I don't.
[CUSTOMER][NEGATIVE] They can't figure out why it's not letting them do it.
[AGENT][NEUTRAL] OK. What's their policy number and I can help them, I think, I hope.
[CUSTOMER][NEUTRAL] It's 842-72.
[CUSTOMER][NEUTRAL] And I have Ms. Waters on the line and I have a call back if you want that.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] is it
[AGENT][NEUTRAL] OK, 9403933753.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, let's see make sure I get your policy pulled up.
[AGENT][NEUTRAL] That sounds like a stra. It's an old number, isn't it? It's 84272.
[CUSTOMER][NEUTRAL] Yeah, for 99.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], OK. And
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold on, let me look.
[AGENT][NEUTRAL] OK. Put, put Ms. Waters through and I will do my best to help her.
[CUSTOMER][POSITIVE] All right, thank you. Have a great day.
[AGENT][POSITIVE] All right. You too. Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm doing great.
[CUSTOMER][NEGATIVE] And I'm having trouble putting a new password in.
[AGENT][POSITIVE] Good, good
[AGENT][NEUTRAL] Oh, OK, yes, let me, it is, it has expired. Let's see if there is anything I can do with that. Give me just a moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And then we put in passwords and we put in the symbol, and we put in the number, we put in the number and the symbol, and we had 8 characters. And when we went to submit it, it says there's an error.
[AGENT][NEUTRAL] It may be just that it's
[CUSTOMER][NEGATIVE] And it has nothing to do with this.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I'm sorry, it just, it just may be that it's been expired for a while or some reason you're having problems, but let's, let me see if.
[AGENT][NEUTRAL] I can do anything on my end.
[AGENT][NEUTRAL] I may have to set you up a temporary password then let you go back in there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I'm back in and uh I'm, you know, I've got it in to where you reset your password, and I've choose to send the um code to my mobile.
[CUSTOMER][NEUTRAL] I haven't hit the sands yet, so, or that I just need the back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's there.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Go ahead. That's all right. I think I talked to you the last time I did this.
[AGENT][NEUTRAL] Let's verify your mode.
[AGENT][NEUTRAL] Verify your uh mobile phone number, make sure that's what we have in the system for you.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] OK, that we do have. Um, let's verify your zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right, that's still magic. And uh Ms. [PII], let's verify your email address.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that everything still looks the same.
[AGENT][NEUTRAL] All right. So Miss [PII], what I'm going to do is give you a temporary password. Let me just so we can get it open again and uh let's see what's what's today?
[CUSTOMER][NEUTRAL] So what I need to do, do I just, uh, today is the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm going to
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Do I just need to back out of this where I'm at right now and just get into where my
[AGENT][NEUTRAL] Yes, so just come on out over just for a minute then I'm going to have you go back into it with the password that I give to you and then you can um.
[CUSTOMER][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] Just go back in there and try to reset it so give me one.
[CUSTOMER][NEUTRAL] OK. Let me tell you what I'm, I'm on, I'm on my claim status APL and it says to sign in. Do I need to go to sign in?
[AGENT][NEUTRAL] Oh, is it letting you do it now?
[CUSTOMER][NEUTRAL] No, I can sign in and it brings up, let me see, come on.
[CUSTOMER][POSITIVE] And it brings up my username and it brings up my password and I can show my password, it shows me what my password is.
[CUSTOMER][NEUTRAL] And then it says submit.
[CUSTOMER][NEGATIVE] And when I hit submit, it tells me my password has expired.
[AGENT][NEUTRAL] OK, so I guess.
[CUSTOMER][NEUTRAL] I haven't hit submit yet.
[AGENT][NEUTRAL] Uh, um, uh, try hitting hitting submit again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm hitting submit and it says your password is expired and must be reset. Choose the delivery method for your verification code, which I had it sent and I clicked on mobile where they would send me the
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Then, but I probably need to do it on my primary because I'm on the phone that I'd get my number, but I guess I could still get in there and get it, couldn't I?
[CUSTOMER][NEUTRAL] I kinda
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] It it probably, it needs to come to your
[CUSTOMER][NEUTRAL] Cause I what now my.
[AGENT][NEUTRAL] I'm sure it's gonna need to come through your cell phone, yes, ma'am. Um, can you, can you see it popping up? Uh, uh.
[CUSTOMER][NEUTRAL] Probably needs to come through my.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, when I hit, I OK, I'm gonna hit send.
[CUSTOMER][NEUTRAL] OK, I'm hitting send.
[CUSTOMER][NEUTRAL] And it says, um,
[CUSTOMER][NEUTRAL] Enter the verification code you received.
[CUSTOMER][NEGATIVE] And which I haven't received one yet.
[CUSTOMER][NEUTRAL] But I will receive one, but it'll be on my um text message.
[CUSTOMER][NEUTRAL] And it's, and I guess I have to hit submit, don't know, I don't hate don't hit submit, but see, it's not even doing that.
[AGENT][NEUTRAL] You gotta put that the code come through yet for you to enter?
[CUSTOMER][NEUTRAL] No, ma'am. Maybe I have to, let me hit submit and see what happens.
[AGENT][NEUTRAL] Into your
[CUSTOMER][NEGATIVE] Passwords don't match. OK, that's not gonna work that way. Let me get back out of there.
[CUSTOMER][NEUTRAL] OK, I'm just gonna start all over again.
[CUSTOMER][NEUTRAL] OK, I'm back up here now.
[CUSTOMER][NEUTRAL] OK, and I'm gonna hit submit.
[CUSTOMER][NEGATIVE] And it's gonna tell me my password doesn't match then I go down here and I'm gonna.
[CUSTOMER][NEUTRAL] Put a little dot where it says mobile, which I did the mobile and then I'm gonna hit send where it'll send me the code.
[CUSTOMER][NEUTRAL] And I did that
[CUSTOMER][NEGATIVE] And now I'm waiting for him to send me a code.
[AGENT][NEUTRAL] OK. Has it, have you received the code yet?
[CUSTOMER][NEUTRAL] And still no, ma'am. It'll bang being on my phone where I'll know to go in and look at my text message.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But it hadn't yet.
[AGENT][NEUTRAL] OK. Sometimes it takes a second.
[CUSTOMER][NEGATIVE] Maybe I've done it too many times and they won't send me another code, but I guess you can do it as many times as you want if they don't work.
[AGENT][NEUTRAL] I don't, you know, that's a good question. I don't know if there is a limit on how long, if it will.
[CUSTOMER][NEUTRAL] But it's been a while since I've done it, yeah.
[AGENT][NEUTRAL] Do that or not?
[AGENT][POSITIVE] Now I can set you up a temporary password so that you can at least get in there and then you might not have as much trouble resetting the password.
[CUSTOMER][NEUTRAL] Uh, if you wanna do that, that would be fine. So what I need to do.
[AGENT][NEUTRAL] OK, just come out of everything?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um and then I'll have you go back into it once I I attempt to set you a password up so let me see.
[CUSTOMER][NEUTRAL] OK, I'm not even signing in yet. Do I need to sign in or not?
[AGENT][NEUTRAL] OK. No, ma'am, just stay out of it completely, and I am going to reset your password. We're just gonna keep it a very simple one and you will, you know, go ahead and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then I'll put in my own password, right?
[AGENT][NEUTRAL] You'll go back into it and reset your password, but I'm hoping you won't have as much trouble since the account will be active at that point.
[AGENT][NEUTRAL] So let's see if it was.
[CUSTOMER][NEUTRAL] OK, and if we do this, will you stay on the line before we make sure it works? OK, alright, what's your name?
[AGENT][NEUTRAL] Certainly, yes, ma'am.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK. I'm [PII].
[AGENT][POSITIVE] OK, wonderful. All right, Ms [PII].
[AGENT][NEUTRAL] OK, let's see what it's telling me now. Let me go back in here, see what it's telling me.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, you're back active. So let me give you the password I used. It's very simple. It's [PII]
[AGENT][NEUTRAL] The rest of it's lowercase.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, just a minute, like, just a minute, just a minute.
[AGENT][NEUTRAL] Certainly, certainly.
[CUSTOMER][NEUTRAL] I want to write it all down.
[CUSTOMER][NEUTRAL] OK. I got that. [PII] what now?
[AGENT][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII] of everything else the lower case.
[CUSTOMER][NEUTRAL] Which would be
[CUSTOMER][NEUTRAL] I'm looking for the [PII], the little thing that's got the little dot on it.
[AGENT][NEUTRAL] It's got the line with the period under it, uh.
[CUSTOMER][POSITIVE] Yeah, that's what I was, I wanna make sure I'm doing the right one.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now what I need to do.
[AGENT][NEUTRAL] So you now go in. OK, let me, yes, ma'am, just sign in like you normally would.
[CUSTOMER][NEUTRAL] Go sign in.
[AGENT][NEUTRAL] Uh, I'm gonna go there with you just, I can see up to a certain point. So you click on sign in, uh, my screen to go, you'll click on I put your username, put the [PII] [PII] exclamation point and hit submit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I've got my username, so I need to take the password that's in here out.
[AGENT][NEUTRAL] Right, put the new password in there, put the new one in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now then.
[CUSTOMER][NEUTRAL] OK, let me get out of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][POSITIVE] I'm gonna see where I, I'm gonna get it to show where I can see what I'm doing too.
[AGENT][NEUTRAL] And do you know your username?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] We can, we can see that. We can't ever see your password, but we can see your username and you it's [PII] all lower case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well this isn't let me do that. Well, oh never mind that moved.
[CUSTOMER][NEUTRAL] And I hope I can see the user name before I.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] I left out a word, I mean a letter.
[CUSTOMER][NEUTRAL] Let me just start all over again.
[CUSTOMER][NEUTRAL] I just need to type it all back up again. I just.
[CUSTOMER][NEGATIVE] Screwed up
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now then I'll do it right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Now then let me see what show it showing it right.
[CUSTOMER][NEUTRAL] OK. Now then just hit submit.
[AGENT][NEUTRAL] Right, yes, I am. You did [PII] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am and I hit submit and it says password again.
[AGENT][NEUTRAL] OK, you put in [PII].
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Yeah, but uh, OK, so I'm gonna redo it again.
[AGENT][NEUTRAL] Let me make sure
[CUSTOMER][NEUTRAL] I mean, it's when you come up.
[AGENT][NEUTRAL] Go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] I'm putting
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm putting exactly what you said.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, and now then?
[CUSTOMER][NEUTRAL] I got to put in the number.
[CUSTOMER][NEUTRAL] Oh, you know what? I know what's wrong. I just put in, never mind. I know what I did wrong. I think I just put one number.
[CUSTOMER][NEUTRAL] Rather than uh
[CUSTOMER][NEUTRAL] You know what I'm saying?
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] I look at it now. I'm I forgot to add something to it.
[CUSTOMER][NEUTRAL] I don't think it needs that though.
[CUSTOMER][NEUTRAL] It's got a little squiggly thing on there.
[CUSTOMER][NEUTRAL] Now, let me look at the
[CUSTOMER][NEGATIVE] Well, it's still not not that damn it.
[CUSTOMER][NEUTRAL] Well, let me look at the I'm trying to get it exactly.
[CUSTOMER][NEUTRAL] OK, now then I'm gonna hit submit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it says submitting and it comes back password. It's got my invalid username or password.
[AGENT][NEUTRAL] OK, so you're putting in C for your username, you're putting in all lower case [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, for password.
[CUSTOMER][NEUTRAL] Should I just, should I retype that? Should I just take it off and retype that name?
[AGENT][NEUTRAL] You might need to just close out completely and then go back to [PII], and, you know, kind of let it all refresh. Sometimes that helps to start completely over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So just start all over?
[AGENT][NEUTRAL] Yes, ma'am. I would just close the screen and pull it back up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just gonna close out everything and just start all over again. I mean, off from off my, OK, now then I'm gonna pull my screen back up.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I'm going back to claims, OK.
[CUSTOMER][NEUTRAL] OK. Now the screen's back up on the home page and I'm gonna hit sign in, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see, it's got my, it's got [PII] [PII].
[CUSTOMER][NEUTRAL] And it's got the same old password that I had in it.
[AGENT][NEUTRAL] Block out, just erase that old password altogether.
[AGENT][NEUTRAL] Get rid of that. Make sure it's good and blank right there.
[CUSTOMER][NEUTRAL] And it is.
[AGENT][NEUTRAL] OK, and then put in [PII]
[AGENT][NEUTRAL] And then [PII] A [PII] [PII]
[AGENT][NEUTRAL] 13.
[CUSTOMER][NEUTRAL] Oh wait just a minute.
[CUSTOMER][NEUTRAL] 13 I mean exclamation.
[AGENT][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] No, just one exclamation.
[CUSTOMER][NEUTRAL] I'm sorry I just
[AGENT][NEUTRAL] Just one exclamation. Just one. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, just one?
[CUSTOMER][NEUTRAL] Oh, I thought you said 20, I thought you said 2.
[AGENT][NEUTRAL] Oh, no, ma'am. I'm on behalf.
[CUSTOMER][NEGATIVE] That might be the reason it didn't work.
[AGENT][POSITIVE] That that very, that can do it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That could have a lot to do with why it didn't work.
[AGENT][NEUTRAL] That really could, that could have a little bit to do with it.
[CUSTOMER][NEUTRAL] OK, I'm in now. And it says.
[AGENT][POSITIVE] Oh, good, good, good.
[CUSTOMER][NEUTRAL] OK, and it says update passwords. I wanna say, I guess I do wanna update the password, don't I?
[AGENT][NEUTRAL] Yes, ma'am. Now you wanna update it, you know, think, uh, for a password that's just between you and your husband and
[AGENT][POSITIVE] We can just, you know, we don't mind assisting and getting you in there, but we always recommend that you go ahead and update it, you know.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So when I go back in right now I can get into what I'm doing, right?
[AGENT][POSITIVE] Right, right now you can work in it and do what you got to do. Now, I did not give you a strong password, so I would definitely update it at your convenience.
[CUSTOMER][NEUTRAL] What I was needing to do in here.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'll go back in and change it. I will. OK, what I wanna ask you, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Set up your direct deposit or no thanks.
[CUSTOMER][NEUTRAL] I need to, I've got two claims, me and my husband did. I did my mammogram and my husband did his PSA and we just need to get those 2 done, and I just seemed to have the checks mailed to us, so I just hit no thanks on that, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Since you're here, I'll just let you help me with all this here too, so if you don't mind.
[AGENT][NEUTRAL] Well, I've never uploaded a claim before, but we'll certainly give it a shot.
[CUSTOMER][NEUTRAL] Or can
[CUSTOMER][NEUTRAL] Well, it's actually I don't have to, I think what I gotta do is uh.
[CUSTOMER][NEUTRAL] Upload file or file a wellness claim. I guess it's a wellness claim that I wanna file.
[CUSTOMER][NEUTRAL] Cause it's a wellness thing.
[AGENT][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] It's loading now.
[CUSTOMER][NEUTRAL] OK, let's get started. Who are you filing a claim for?
[CUSTOMER][NEUTRAL] I guess I need, I'm filing two different claims, so I guess I need to put my name in first on.
[AGENT][NEUTRAL] Do one and then do, do one and then do the other.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I have to do a capital or just do a.
[CUSTOMER][NEUTRAL] Just type my name in. I don't guess it matters whether it's capital or not capital, does it?
[AGENT][NEUTRAL] And I'm sure it doesn't.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, never mind. It says self or my husband's name, so that's what all I gotta do and then hit continue.
[AGENT][POSITIVE] Oh, OK, good.
[CUSTOMER][NEUTRAL] It says file only one claim at a time, OK.
[CUSTOMER][NEUTRAL] Get down my cat's up here on the computer just about.
[CUSTOMER][NEUTRAL] I don't want messing up stuff. Get in, OK, now then.
[CUSTOMER][NEUTRAL] What date
[CUSTOMER][POSITIVE] The service performed OK.
[CUSTOMER][NEUTRAL] This would be for him, I mean for me.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Tell us the name of the facility.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] So this is done.
[CUSTOMER][NEUTRAL] I guess can I just put solar?
[AGENT][NEUTRAL] Is that the name of the facility?
[CUSTOMER][NEUTRAL] It says Solis Medical City Denton, yeah.
[CUSTOMER][NEUTRAL] I guess that they just so wouldn't.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] I, I guess.
[AGENT][NEUTRAL] Without looking at it directly, it, it, I'm not real, yeah, real sir.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I guess so this mammogram I guess I just write the whole thing in there.
[CUSTOMER][NEUTRAL] So don't know exactly what it is then.
[AGENT][NEUTRAL] If that's how they listed on their claim form, that may be the best way to do it.
[CUSTOMER][NEGATIVE] It's terrible when you're blind and you can't see.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] But you sound like me.
[AGENT][NEGATIVE] But we're blowing up the screens.
[AGENT][POSITIVE] I do like screens that give me the option to.
[AGENT][NEUTRAL] Enlarge or shrink as needed.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well, I don't know if I spelled it right. Let me see.
[CUSTOMER][NEUTRAL] Now I left that thing, boy.
[CUSTOMER][NEUTRAL] Just a minute. Can I go get a magnifying glass?
[AGENT][NEUTRAL] Certainly, certainly.
[CUSTOMER][POSITIVE] And I got one in here. Never mind. I got one in here. I just happen to think I do.
[AGENT][NEUTRAL] I didn't lose you, did I?
[CUSTOMER][NEUTRAL] No, I'm still here
[AGENT][NEUTRAL] Oh, OK. It just kind of went real silent. I was worried I lost you. All right.
[CUSTOMER][NEUTRAL] OK, let me see. What is the contact number for this provider?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if I I got a telephone number here.
[CUSTOMER][NEGATIVE] Actually this is just a sheet of paper that they sent me I they don't have their telephone number on there.
[CUSTOMER][NEUTRAL] I wonder if you give the [PII] number that work.
[AGENT][NEUTRAL] Is that what's listed on their form?
[CUSTOMER][NEUTRAL] Well, the form that I've got is just the, the thing that shows how much it costs to do all my work. It does, and you know, it's got my name and everything and the tax ID number and it's got where it's at site name is [PII].
[CUSTOMER][NEUTRAL] But I don't see a telephone number on here.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If you, if you have a number, I would just list it uh the [PII] number if you have that.
[CUSTOMER][NEUTRAL] OK, let me go get my husband's phone because I don't know if I can get into my phone.
[CUSTOMER][NEUTRAL] Phone numbers while we're doing this, um.
[CUSTOMER][NEUTRAL] Let me, I might can.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I bet I, I can't just let me get my house phone.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] And you what?
[CUSTOMER][POSITIVE] You'd think something so simple would be so simple.
[CUSTOMER][NEGATIVE] And I don't know how you're gonna bring my husband, his was loud work, so I don't know how I'm gonna, I don't know if they they even have a telephone number on it.
[CUSTOMER][NEUTRAL] I'll just put the doctor's number on it.
[AGENT][NEUTRAL] Will it let you bypass putting a number in there?
[CUSTOMER][NEUTRAL] Uh, I don't know. I guess what I can do is go down here and select.
[CUSTOMER][NEUTRAL] OK, OK, maybe I won't have to put this telephone number in there. Let me see.
[CUSTOMER][NEUTRAL] I want to go down to numbers.
[CUSTOMER][POSITIVE] Of course it goes enough better car, of course, I will be right there on the very end just about.
[CUSTOMER][NEUTRAL] Uh-huh, mammogram.
[CUSTOMER][NEUTRAL] OK, and there's
[CUSTOMER][NEUTRAL] It continues. It'll either let me go on or it won't, will it?
[AGENT][NEUTRAL] Right, if, if you have any errors, it, it should pop up and see you.
[CUSTOMER][NEUTRAL] OK, please enter the it's no, it's gotta, it's gotta have the number.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Just a minute. I can get the number that I have in my phone that'll work I guess.
[CUSTOMER][NEUTRAL] OK, I'll just put this number in then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now then I can hit continue.
[AGENT][NEUTRAL] It lets you move on.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] And it says, let me see.
[CUSTOMER][NEUTRAL] You may also, OK.
[CUSTOMER][NEUTRAL] I guess that's all I had to do because it says confirmation.
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEGATIVE] It says enroll and direct deposit. Want to get paid fast. Oh, that's asking me. I don't wanna do that.
[CUSTOMER][NEUTRAL] Get answers to frequent asked questions.
[CUSTOMER][NEUTRAL] So I guess I just have to hit close or do I need to, I don't need to hit continue I guess because I don't wanna do a direct deposit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now then it's got it. uh, please review the information you provided when you're ready to submit click file my claim, [PII], my name, the date I had the service, what I had done and the number I guess all I have to do now is get close.
[CUSTOMER][NEUTRAL] Well maybe let me read on down here what we got.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] I was gonna say make sure it's not saying to.
[CUSTOMER][NEUTRAL] Well, it also says right down here.
[AGENT][NEUTRAL] Revis
[CUSTOMER][NEUTRAL] Uh, contact numbers OK.
[CUSTOMER][NEUTRAL] And then it says for your protection law requires I acknowledge I have read the OK I guess I need to check that don't I?
[CUSTOMER][NEUTRAL] That I've read
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The acknowledgement
[AGENT][NEUTRAL] Oh, yes, ma'am.
[CUSTOMER][NEUTRAL] And then it says I hereby certify the answers I have provided are true form, OK.
[CUSTOMER][POSITIVE] Now then here's the good part.
[CUSTOMER][NEUTRAL] Please sign below using your mouse. OK. Here we go.
[CUSTOMER][NEGATIVE] All right, I hate this cause it never looks like it should.
[AGENT][NEGATIVE] No, it never does at the grocery store anywhere.
[CUSTOMER][NEUTRAL] Where's the little
[CUSTOMER][NEUTRAL] OK, here it goes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know how to
[CUSTOMER][NEUTRAL] [PII], come here and sign this thing for me.
[CUSTOMER][POSITIVE] Yeah, please sign below using your mouse and here's my mouse you gotta sign my name there.
[CUSTOMER][POSITIVE] I don't have to be beautiful.
[CUSTOMER][NEGATIVE] Oh, that really looks, yeah, that looks terrible.
[AGENT][MIXED] It will probably accept it. No, it'll probably accept it just like, have you noticed at the grocery store, I have to sign my finger half the time they don't have a little pen even, and it doesn't even look like my name.
[CUSTOMER][NEUTRAL] Does it have to look real good?
[AGENT][NEUTRAL] And they'll say, oh, it'll take it, it'll take anything.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Well it looks like crap. I hope they can read it. I looks like a little kid did it, OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] I'm gonna clear trying yeah.
[CUSTOMER][NEUTRAL] And I watched them do it.
[CUSTOMER][NEUTRAL] Maybe I'll be a little better.
[CUSTOMER][NEUTRAL] Maybe. OK, here we go.
[CUSTOMER][NEUTRAL] You really have to concentrate on what you're doing.
[AGENT][NEUTRAL] Yeah, you
[AGENT][NEUTRAL] That is one thing about it, you do cause you'll wind up having to start all the way over and different things like that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I wish you could just take out one part of it.
[CUSTOMER][NEUTRAL] I guess you got to clear it all.
[CUSTOMER][POSITIVE] It looks pretty good for a moment.
[CUSTOMER][NEUTRAL] I hope you're not
[CUSTOMER][NEGATIVE] Upset with me.
[AGENT][NEGATIVE] Oh no, by no means.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] They ought to have a better system than this.
[AGENT][NEUTRAL] Yeah, I'm not.
[CUSTOMER][NEUTRAL] I wonder if I could just print it.
[CUSTOMER][NEUTRAL] Please sign below it.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] We did not accept your signature.
[CUSTOMER][POSITIVE] I'm doing a little better. I'm practicing, I guess.
[AGENT][NEUTRAL] I don't think it really, I, I'll be honest with you, I.
[AGENT][POSITIVE] I think it'll accept it.
[AGENT][NEUTRAL] Cause
[AGENT][NEUTRAL] I'm sure everybody has.
[AGENT][NEUTRAL] Probably issues with that, you know, doing a signature online like that.
[CUSTOMER][NEUTRAL] Well, [PII].
[CUSTOMER][POSITIVE] I'll be an expert at this when I get through.
[CUSTOMER][NEGATIVE] This is my last time. They don't work. They're getting what I, I put up there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You there?
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Ma'am? OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] It'd be nice, I guess, if we could actually see what you all are working on when you're working on it.
[AGENT][NEUTRAL] Well, I guess that's not in place.
[CUSTOMER][POSITIVE] Well this looks better so I'm saving that one.
[CUSTOMER][NEUTRAL] OK. At least you can kind of tell what it is.
[CUSTOMER][NEUTRAL] And then I guess I hit file claim after they saved it.
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] So my claim.
[CUSTOMER][NEUTRAL] Submit data, please wait. Witness claim.
[CUSTOMER][NEUTRAL] OK, now I need to add another claim, right? It says successfully entered.
[CUSTOMER][NEUTRAL] Let me put down my confirmation number here.
[AGENT][POSITIVE] I'm good, yay.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now then I just wanna add another claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's gonna be a little quicker.
[CUSTOMER][NEUTRAL] And I think since I'm the one that has the uh name, I think it'd be under, I'd still have to sign my name.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Since I'm the policy holder.
[AGENT][POSITIVE] You know, that's a good question.
[CUSTOMER][NEGATIVE] Oh crap.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][POSITIVE] Well, good.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's it.
[CUSTOMER][NEUTRAL] Tell us the name of the facility.
[CUSTOMER][NEUTRAL] Oh, just a minute.
[CUSTOMER][NEUTRAL] [PII], I need the name of your facility where you got your.
[CUSTOMER][NEUTRAL] What do you need? The facility where you got your PSAT test done, do you know that what's the name of the facility? Doctor [PII]? Where is the uh.
[CUSTOMER][NEUTRAL] He we had on that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh yeah. All you need is the doctor's number, Doctor [PII], but why, uh, that's not the facility he didn't know.
[CUSTOMER][NEUTRAL] Baptist Medical Center or Doctor [PII].
[CUSTOMER][NEUTRAL] So Doctor [PII] would be it, OK.
[CUSTOMER][NEUTRAL] I'm not getting anything I eat all yet.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I just capitalized all of his name, that where they ought to be able to read it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I bet I'm the slowest person you've ever worked with that aren't I.
[AGENT][NEUTRAL] Well, I'm not in claims, so uh this is my first experience sitting with someone going through the claims process.
[AGENT][NEUTRAL] No, but I, I have stayed on the phone for quite a while with um.
[AGENT][NEUTRAL] With many calls, so no, I, I, I wouldn't say you're, you are the slowest or the longest even.
[CUSTOMER][POSITIVE] Well, I don't know. I'm pretty.
[CUSTOMER][NEUTRAL] OK. Now then I just need to select.
[CUSTOMER][NEUTRAL] What he had done.
[AGENT][NEUTRAL] OK, say I asked somebody in claims. They said, you, the policyholder can sign when filing a spouse's claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm the one that needs to sign it, don't I?
[AGENT][NEUTRAL] Well, she said the policyholder can, so I don't guess that it matters if you do or he does.
[CUSTOMER][NEUTRAL] The policyholders.
[CUSTOMER][NEUTRAL] OK, so it's probably better I do they'll, they'll, cause I am the one that has, OK.
[AGENT][NEUTRAL] It is under your, is this, is it under your name?
[CUSTOMER][NEUTRAL] OK, because I don't wanna do a direct deposit, it says continue, so I don't know if I need to.
[CUSTOMER][NEGATIVE] Yeah, I need to continue because I'm not gonna do it.
[CUSTOMER][NEUTRAL] OK. Uh oh.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Please review the information you provided when you're ready to submit. OK, so that doesn't mean anything. I don't know I mean you go back or not.
[CUSTOMER][NEUTRAL] Oh, I just need to be, OK, this is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I would have had to fill out forms like deposited anyway, wouldn't I.
[AGENT][NEUTRAL] Uh, you could have set that up in your online service center account, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To add it to deposit.
[CUSTOMER][NEUTRAL] And if it's not set up then they'll know to mail the check, right?
[AGENT][NEUTRAL] Right, yes, ma'am.
[AGENT][POSITIVE] They're just giving you the option to get it faster.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I have to hit that right there.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Here we go again, signing.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Maybe I'll do better. I'll be experienced with this, but now that way is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm nearly done.
[AGENT][POSITIVE] I think doing it online is faster and kind of cleaner.
[AGENT][NEUTRAL] Plus you can, you know, go in there and check the status of it too.
[CUSTOMER][POSITIVE] OK, that looks pretty good.
[CUSTOMER][POSITIVE] I can actually, I can actually read it.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, now then close and that should bring you up to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I thought it showed me the
[CUSTOMER][NEUTRAL] I guess that the, the confirmation number would be for both of them then wouldn't it?
[CUSTOMER][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] It says received.
[CUSTOMER][NEUTRAL] I don't know if I did that right or not.
[CUSTOMER][NEUTRAL] Oh it's just showing me when I was.
[CUSTOMER][NEUTRAL] Oh, you know what they'll do?
[CUSTOMER][NEUTRAL] I bet they don't
[CUSTOMER][NEUTRAL] Today's the [PII] and [PII], right?
[AGENT][NEUTRAL] The [PII] [PII].
[CUSTOMER][NEUTRAL] No, no, no, that was 24. They've only got mine on here right now. They don't have his on here yet.
[AGENT][NEUTRAL] What, your second claim?
[CUSTOMER][NEUTRAL] My claims on there, but he isn't on there yet.
[AGENT][NEUTRAL] OK, did you, uh, click submit?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] For his
[CUSTOMER][NEUTRAL] I think I did. I think I have to go back and check.
[CUSTOMER][NEUTRAL] I don't know how to go back and check.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We may need to get somebody from claims on the phone. They could.
[CUSTOMER][NEUTRAL] Yeah, if you don't mind, yeah.
[AGENT][NEUTRAL] So let me
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Uh, Ms. [PII], let me see who we have available.
[CUSTOMER][NEUTRAL] Because I didn't see a confirmation number for his and I did for mine.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so let's see what we've got here. I'm looking at.
[CUSTOMER][NEUTRAL] Maybe that's what I need to do. They can go back and we'll check at least, can't they?
[AGENT][NEUTRAL] Yes, ma'am. They might can see something that I I don't have access to.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I guess this would be it right here.
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oops.
[AGENT][POSITIVE] All right, let's see. OK. All right, I'm going to get someone on the phone for us, Ms. [PII]. So give me just a second and I'll catch them up to speed where you are and they can assist you from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I appreciate it. Thank you very much and [PII]'s blessings to you.
[AGENT][POSITIVE] Yes, we're, oh bless you. You're so sweet. Same to you. And if we can assist you again, please give us a call.
[AGENT][POSITIVE] Give me just a minute. You too, and thank you for calling APL. Bye-bye, Ms. [PII].
[CUSTOMER][POSITIVE] I sure will, and thank you and you have a blessed weekend.
[CUSTOMER][NEUTRAL] That that.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] No, thanks for calling April. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I got you back. OK, I got you. I went through the queue even. Oh my goodness. [PII], I have the same policy. 842.
[CUSTOMER][NEUTRAL] Um, I think I, I still have it up.
[AGENT][POSITIVE] OK. So I, so she's still on here. She got her first claim to successfully submit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, now, but the second claim is not showing and I tried to help her. I said I'm gonna do this if we can take a high water just because I've never done it before, you know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I, I, we're, we're stuck now. So I don't, I can't assist her any farther, you know, she can't see the second one that she submitted and she needs help with that. Can you help her?
[CUSTOMER][NEUTRAL] Yes, ma'am, you can go ahead and send her through.
[AGENT][POSITIVE] Thank you, [PII]. You have a good day, honey.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks. Bye bye.