AccountId: 011433970860
ContactId: 1871e3cb-ef84-4784-bf31-e8a17f266115
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458579 ms
Total Talk Time (AGENT): 170787 ms
Total Talk Time (CUSTOMER): 132111 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/1871e3cb-ef84-4784-bf31-e8a17f266115_20250528T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm filing a claim right now and I have it like I have to file a claim for multiple different, um, charges under the same company. Can I file them under one claim or do I have to do separate claims for each one?
[AGENT][NEUTRAL] No, ma'am. You can file them all under the same claim.
[CUSTOMER][NEUTRAL] OK. Um, also, I'm a dependent under the insurance, so I'm filling out the med the medlink claim for myself, but I need my father to sign underinsured. So if I like download or save the document, will it save it? Or do I need to like send it to him so that he can sign it and then he has to upload it?
[AGENT][NEGATIVE] I believe you have to upload them, it will not save.
[CUSTOMER][NEUTRAL] So essentially, like, he probably has to fill this out because he needs to sign it.
[AGENT][NEUTRAL] Are you a minor?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, as long as you're not a minor, you can sign.
[AGENT][NEUTRAL] He only has to find a.
[CUSTOMER][NEUTRAL] Are you sure? Because
[AGENT][NEUTRAL] Yes, as long as it's not.
[CUSTOMER][NEUTRAL] Um, here it says it's.
[AGENT][NEUTRAL] I'm pulling up the claim form right now.
[CUSTOMER][NEUTRAL] Um, the last person I was on the phone with, they told me that he has to sign because he's the insured and I'm the dependent.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEGATIVE] It's also not even letting me sign under this.
[AGENT][NEUTRAL] OK. So it doesn't specify on here. I know if you are a dependent minor, he does have to sign.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would it let me sign if I was allowed to because I can fill out every field except for the signature field.
[AGENT][NEGATIVE] And it's not allowing you to fill in that part, even if you upload.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If I upload
[AGENT][NEUTRAL] If you upload it and complete them and then scan them back in.
[CUSTOMER][NEUTRAL] Um, how do I upload it? Because it opens into a separate PDF document and I don't know how to upload it back onto the website. Do I just save it and.
[CUSTOMER][NEUTRAL] Put it in
[AGENT][NEUTRAL] Yes, normally if you save them to your desktop or your laptop or your iPad, you can upload them there as well, normally.
[CUSTOMER][NEUTRAL] OK, I'm gonna try that, but if I save it, won't it like not let me open it onto the website and therefore sign it?
[AGENT][NEUTRAL] If it's saved, it should save the information that you have there. Sometimes it allows you to edit capability where you can actually go edit and go in and sign it.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I'm trying to check real quick on that signature.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] I'm just trying to get someone who's not on the phone over in that area to verify.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. It looks like all the care reps are on a call right now. So if you cannot get your um
[AGENT][NEUTRAL] Parent to sign.
[AGENT][NEUTRAL] I will go ahead and sign your name and submit your um submit your claim. If they have any issues, they'll let you know. But as long as you have your signature on there, you should be OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's just not letting me um sign that field.
[AGENT][NEUTRAL] Uh, let's see. I'm trying to see cause I know that you can, can you print off a copy of that page?
[CUSTOMER][POSITIVE] Yeah, I can print it out.
[AGENT][NEUTRAL] Yeah, print out a copy of that page, sign it, and then um scan it back in to your saved documents so that you can submit it with your other forms.
[AGENT][NEUTRAL] Or you can actually take a picture and upload it.
[CUSTOMER][NEUTRAL] OK, um, can you also
[CUSTOMER][NEUTRAL] OK, um, can you also tell me where I'm supposed to upload it because I can see where I'm supposed to download the form, but I don't see where I'm supposed to submit it.
[AGENT][NEUTRAL] There should be on your main page, it should be file a claim or start a claim.
[AGENT][NEUTRAL] It should say start a claim or file a claim.
[CUSTOMER][NEUTRAL] On the main page.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Let me go over to the main page.
[AGENT][NEUTRAL] And because I do not have access to the portal once you sign in.
[AGENT][NEUTRAL] There is
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] It says sign in and register. You can file your claims 24/7.
[AGENT][NEUTRAL] And then it has
[AGENT][NEUTRAL] Ways to submit your claim?
[AGENT][NEUTRAL] Then you should have an option. Do you have it?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Yeah, I found that, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um sorry, last question, um, so for the explanation of benefits and my itemized bills, do I just upload that separately?
[AGENT][NEUTRAL] If you can upload it all together.
[AGENT][NEUTRAL] And file it as one claim, you won't have to keep submitting a claim form every time you file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because you're doing it as one claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I understand. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] I believe that's it.
[AGENT][POSITIVE] Well, thank you for calling American Public Life. Enjoy the rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.