AccountId: 011433970860
ContactId: 01d17236-038f-4f71-beee-7c0d01b69edc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404959 ms
Total Talk Time (AGENT): 154022 ms
Total Talk Time (CUSTOMER): 148612 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/01d17236-038f-4f71-beee-7c0d01b69edc_20250114T18:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling um because I need to file a claim and I was wondering if I you can show me what I can I can get a claim form.
[AGENT][POSITIVE] Oh, sure, I can definitely help you um get a claim form. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, first name is [PII].
[CUSTOMER][NEUTRAL] And my number will be [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Um, my policy number, let me.
[CUSTOMER][NEUTRAL] Let me see if I can find you real quick. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hold down.
[CUSTOMER][NEUTRAL] Trying to get back here hold on.
[AGENT][POSITIVE] Oh, take your time.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] See here.
[CUSTOMER][NEUTRAL] Let me, I'm looking up. Let me see if I can find this. OK, here it is. I got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's coming up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Almost, hold on.
[CUSTOMER][NEUTRAL] OK, get there here it is it is um.
[CUSTOMER][NEUTRAL] You want um
[CUSTOMER][NEUTRAL] Um, group number or my, my policy? It's, I have two, inpatient and hospital and then outpatient number.
[AGENT][NEUTRAL] Oh, OK, so both of those numbers are the same. The ML 7 or 8 at the end is different. Um, I just need the numbers.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, the payer ID number, is that it?
[AGENT][NEUTRAL] No, the in-hospital or outpatient policy er number. I just need those numbers.
[CUSTOMER][NEUTRAL] OK. OK. OK. 02361.
[CUSTOMER][NEUTRAL] 423 ML 7
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Alright, so I have you here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Sure. It is um [PII], date of birth [PII].
[CUSTOMER][NEUTRAL] And my email, I think I put my private email. Um it should be [PII].
[AGENT][NEGATIVE] And it just flops. Um, this one actually is your work email. Did you want me to update it to personal?
[CUSTOMER][POSITIVE] Um, yeah, I'd rather do it, yeah, because you might have the food for the poor one, right?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Can you, can I update it to my personal one?
[AGENT][NEUTRAL] Yes, you can. Can you um repeat that email address for me that you'd like to change to?
[CUSTOMER][POSITIVE] Yes, thank you. It's uh [PII]
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so I've updated that for you. And then to um
[AGENT][NEUTRAL] Get the Medli claim form, um, you'll go to our website which is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once the page populates to the top right corner, you'll see where it says claim, claim forms. You'll go ahead and click that and then scroll, um, you'll see like a heading that has like the documents and they're in alphabetical order and Medlink will most likely be on the 2nd page of that list because it's an M, so it might be on the second one.
[CUSTOMER][NEUTRAL] Oh, OK. Can you repeat that um email address again for me?
[AGENT][NEUTRAL] Sure, so
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, oh in claim forms here. OK, perfect.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Yeah, take the same forms.
[CUSTOMER][NEUTRAL] And there's different types of claim forms. Which one do I get?
[AGENT][NEUTRAL] So you're looking for Medlink, um M E D L I N K because you have the Medlink policy. So you may have to go to page two of that list because it's in alphabetical order.
[CUSTOMER][NEUTRAL] Oh that's, oh, that's what you mean, um, [PII] got it, got it, sir.
[AGENT][NEUTRAL] Mhm you got it? OK.
[CUSTOMER][NEUTRAL] And then I can just um.
[CUSTOMER][NEUTRAL] Um, download form.
[AGENT][NEUTRAL] Yes, um you'll go ahead and download the form and then depending on how you're filing the claim, if you're um mailing it or faxing it, you can then after it's completed, go ahead and print it out. If you're sending it electronically, then you can just save it and upload it once you get into the online service center.
[CUSTOMER][NEUTRAL] OK, OK, perfect, um, and it's called I have miscellaneous treatment and service claim form, is that correct?
[AGENT][NEUTRAL] No, no, no, it's Medlink claim form.
[CUSTOMER][NEUTRAL] Netli
[AGENT][NEUTRAL] Let me see, hold on, let me go, you see it?
[CUSTOMER][POSITIVE] Oh, I'm sorry. I, I got it. I got I got the wrong one. I got it. OK, I'm good. Thank you so much.
[AGENT][NEUTRAL] You good? OK. Well, was there anything else I can help you with?
[CUSTOMER][POSITIVE] Yeah, I, I got it perfect.
[CUSTOMER][POSITIVE] No, thanks for your help and have a great week ahead.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye. You're welcome.
[CUSTOMER][POSITIVE] Thank you, ma'am. Bye.