AccountId: 011433970860
ContactId: 19b9e417-0490-4f6c-afd9-43abcda6f26d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315109 ms
Total Talk Time (AGENT): 133054 ms
Total Talk Time (CUSTOMER): 172087 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/19b9e417-0490-4f6c-afd9-43abcda6f26d_20250225T16:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling because I'm on a family plan.
[CUSTOMER][NEUTRAL] Um, with my husband, and we kind of forgot that we have this insurance. Um, so our sons had a few like doctor's appointments, um, this past year, and I called Memorial, which is the one who they had their appointments with, and I applied this insurance, but I'm wondering if they're able to retro it back to like 6 months ago or how it works if they're processing new claims now.
[AGENT][NEUTRAL] Absolutely I can help you with um help on filing claims um for retroactive. um can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, um, so my name is [PII], but it's under my husband, [PII] The last name is [PII]
[AGENT][POSITIVE] OK, thank.
[CUSTOMER][NEUTRAL] And then you said policy number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 02458480
[AGENT][POSITIVE] Thank you, let me pull in that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you give me your date of birth, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also, can you verify the address, phone number, and email address that we have on the policy?
[CUSTOMER][NEUTRAL] Yes, um, uh, address is [PII]. What was the next thing, phone number?
[AGENT][NEUTRAL] Phone number on the policy and the email address, please.
[CUSTOMER][NEUTRAL] Um, phone number should be [PII] and then email address could be multiple, um, it could be [PII]. It could be [PII] or it could be.
[AGENT][POSITIVE] That's it. You got it.
[CUSTOMER][NEUTRAL] I'm like, there's like 5 I could go through.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] OK. All right, so, um.
[AGENT][NEUTRAL] When it comes to a claim, we do not have a timely filing limit. So as long as the coverage was active on the date of service, you can file at any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, awesome.
[CUSTOMER][NEUTRAL] So I just need to tell, so I already told like Memorial, um, it's a memorial group basically with all their appointments and like ultrasounds and things like that, that they've had. Um, so basically, if I gave them the insurance and they're gonna try to apply it, they should be able to handle it, right? Like I, there's nothing that I need to do to step in or
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Do you recommend them just like processing the claims?
[AGENT][NEUTRAL] Well, um,
[AGENT][NEUTRAL] If OK, so can you repeat the question one more time so I can make sure I get a good understanding.
[CUSTOMER][NEUTRAL] Yes, sorry, I kind of went on a tangent so um.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] As far as as far as processing the claims, I already gave the insurance, the gap insurance information to Memorial, and they said that they're gonna try to apply everything, so I should just let them handle it right and apply everything, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right, if they're willing to file the claim for you, that's always the easiest for you, you know what I'm saying? Um, so if, if they have both of your cards, your primary insurance card and your meddlingA insurance card, they should be able to file for you and if they're willing to do that, I would absolutely let them do that. If not,
[CUSTOMER][NEUTRAL] OK, yeah, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, great. Mhm.
[AGENT][NEUTRAL] And then you can file the claim yourself and we have a website. Let me give you the website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII], like [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] there's a claim form called Medlink on there.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you download that claim form.
[AGENT][POSITIVE] It gives you step by step instructions of what you need to file with your client if you have to do it yourself.
[CUSTOMER][NEUTRAL] OK, good to know, just in case.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate the information.
[AGENT][POSITIVE] You're so welcome. Is there anything else, Ms. [PII], I can help you with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, well you have a good week, Ms. [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, same to you. God bless.
[AGENT][POSITIVE] You're very welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye.