AccountId: 011433970860
ContactId: 026d401b-62d1-41c9-b7a3-48d82a726d7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405510 ms
Total Talk Time (AGENT): 270084 ms
Total Talk Time (CUSTOMER): 94865 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/026d401b-62d1-41c9-b7a3-48d82a726d7e_20250219T19:14_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] Good afternoon, [PII]. This is [PII] in customer service.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hello. Hey, I have Mr. [PII] with policy 242.
[CUSTOMER][NEUTRAL] 7991.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He, he's about to file a claim for reimbursement within the um APO website and he needs instructions on how to work it out. Is that something you can help him with?
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] It would be a pleasure to assist him with that. I love helping people learn how they can do that.
[CUSTOMER][POSITIVE] All right. I already verified all his information and that's all he needs.
[AGENT][POSITIVE] All right. Well, thank you, [PII], and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, my name is [PII]. I'm in the care team. How are you doing today?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking. I understand that you are wanting to file a claim in our online service center.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I can help you with that. Do you see, um, now for the Medlink policy, we will need the itemized bill with the diagnosis codes and procedure codes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And a copy of your explanation of benefits from your primary insurance showing what was applied to your deductible co-pay or co-insurance for that service, for that data service.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and then the application where do I get it from?
[AGENT][NEUTRAL] There is a claim form under the forms section.
[CUSTOMER][NEUTRAL] Uh-huh. Is it the everyday solution playing for?
[AGENT][NEUTRAL] And it
[AGENT][NEUTRAL] It's gonna be the claim form for Medlink. That's the type of product you have, the Medlink.
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the first page does have instructions as to what's needed to file a claim, the documents.
[CUSTOMER][NEUTRAL] Where do I get that form?
[AGENT][NEUTRAL] Do you see under the claims and form section? I believe it's up top. Just click on that claim and form section.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're gonna scroll to you see the med link claim form. I believe it's gonna be on page 2.
[AGENT][NEUTRAL] Of the forms
[CUSTOMER][NEUTRAL] My link, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I got it here.
[AGENT][NEUTRAL] Yes sir and you can download that and fill it out online as well and then just upload it now on your policy on your dashboard when you're ready to upload all the file documents.
[AGENT][NEUTRAL] You would go to uh under my claims it says would you like to file a claim?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then when you click on that you're gonna put the information for it.
[AGENT][NEUTRAL] Um, who, who the claim is for.
[AGENT][NEUTRAL] The claimant.
[AGENT][NEUTRAL] And then upload your documents and then you'll hit submit and it will automatically upload the claim documents to your policy and you'll get a confirmation number as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you signed up, have you signed up for the text messaging or anything like that?
[CUSTOMER][NEUTRAL] I think I did.
[AGENT][NEUTRAL] OK, so once, um, for the if you did sign up for the text messaging you'll receive a you should receive a text that we've received a claim document. Once it's processed, you'll also receive a text. Now you may not be able to view it online because it does have to go through processing could take up to 24 hours to be able to view online after you receive that text.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then there's, I see your direct deposit has been activated, so any benefits will go directly to your bank account.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] It's been such a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Well, Mr. [PII], thank you for calling APL. If you need any further assistance, please never hesitate to give us a call. And I hope you and your family have a wonderful afternoon. Stay warm. Oh, you're in [PII]. You're gonna stay warm, aren't you?
[CUSTOMER][POSITIVE] No problem thank
[CUSTOMER][NEUTRAL] I'm in store. I'm walking.
[AGENT][NEUTRAL] Never mind.
[CUSTOMER][NEUTRAL] I'm old.
[AGENT][POSITIVE] Yeah, I wanna be in [PII] too.
[AGENT][NEGATIVE] This cold is not fun.
[CUSTOMER][NEGATIVE] No, no, no, you guys are getting beat up on the north end.
[AGENT][POSITIVE] Oh my goodness, I just, you know, and I'm not a cold weather person. I want that sunshine and
[CUSTOMER][NEUTRAL] Well, we got that [PII].
[AGENT][POSITIVE] Warm air breeze. Yeah, I'm, I know, I love [PII]. Well, that's my dream. One day I'm gonna be there, living there too.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] One day.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] But it has been such a pleasure and don't hesitate to give us a call if you need any further assistance, OK?
[CUSTOMER][POSITIVE] No problem. Thank you.
[AGENT][POSITIVE] And thank you for oh and one more thing, Mr. [PII], for future reference, you can show your APL card with your primary insurance card when you go for medical assistance and the provider should file the claim so you don't have to pay upfront.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, that's what I mean. I, we went to the procedure and I didn't know about this program through my employer, so one of my coworkers told me.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, I'm so glad they did. You need because these are your benefits.
[CUSTOMER][NEUTRAL] Yeah, they're like, hey, didn't you do that? And I was like, what are you talking about?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm glad you've got a good coworker. In fact, your policy has been active since [PII], and you could view your policy benefits by clicking on your policy number. And if you see that you have had some of those ser used some of those services, you can file for reimbursement for any.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Since [PII], so don't forget to do that and that's for your dependents also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][POSITIVE] My pleasure and thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.