AccountId: 011433970860
ContactId: 0896e959-9d09-4f25-95a0-be2b8b458a4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240460 ms
Total Talk Time (AGENT): 110730 ms
Total Talk Time (CUSTOMER): 95551 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/0896e959-9d09-4f25-95a0-be2b8b458a4f_20250121T15:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I have gap insurance through my work here. I just had a baby and I've received a bill wondering if I could submit a claim.
[AGENT][POSITIVE] I'll be happy to help you file a claim. May I have your policy number?
[CUSTOMER][NEUTRAL] Yes, let's see here.
[CUSTOMER][NEUTRAL] It is 02545330.
[AGENT][NEUTRAL] Thank you. Can I have your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, I'm [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Can you verify your email address and mailing address?
[CUSTOMER][NEUTRAL] Yes, uh, email [PII] and then mailing address is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. So to submit a claim, you would need 3 items. You would need your itemized bill from your provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You will need your primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would need a Medlink claim form, which you can obtain online at [PII] and go under claims and you would need the Medlink claim form.
[CUSTOMER][NEUTRAL] Let me write that down really quickly a um med link form.
[AGENT][NEUTRAL] And did you register your account online?
[CUSTOMER][NEUTRAL] I have not.
[AGENT][NEUTRAL] You can go to [PII] and it'll walk you through step by step. You can also obtain your claim form there. You can see any claims that have been filed on your behalf. You can upload an ID card there as well.
[AGENT][NEUTRAL] But once you have all your items and you're ready to submit, you can, um, I believe it says start a claim or file a claim and you can upload it there, you can mail it or you can fax your claim in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I just, so I'm getting a pen and paper. I, I apologize. I need an itemized um medical form. I need, um.
[CUSTOMER][NEUTRAL] Uh, proof of insurance, is that correct?
[AGENT][NEUTRAL] It it's the major medical explanation of benefit. It comes from your primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Medical
[CUSTOMER][NEUTRAL] And I'm sorry, the last one.
[AGENT][NEUTRAL] Um, your claim form.
[CUSTOMER][NEUTRAL] My claim form.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that would be through um the portal once I start a um account.
[AGENT][NEUTRAL] Us
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do I submit everything through the portal?
[AGENT][NEUTRAL] Yes, you can submit through the portal. You can mail it or you can fax it.
[CUSTOMER][POSITIVE] OK wonderful and get all the updates through there.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Great, thank you so much.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That will be all. I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life and congratulations on your baby. Enjoy.
[CUSTOMER][POSITIVE] Thank you so much. Thank you. Have a good day.
[AGENT][POSITIVE] You're welcome. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye