AccountId: 011433970860
ContactId: 242a2792-4c80-49ab-b32f-ce6c41cb4814
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338619 ms
Total Talk Time (AGENT): 124464 ms
Total Talk Time (CUSTOMER): 132549 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/242a2792-4c80-49ab-b32f-ce6c41cb4814_20250331T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, is this if I can file a claim with you?
[AGENT][NEUTRAL] Uh, you wanted to see about filing a claim?
[CUSTOMER][NEUTRAL] What is the what?
[AGENT][NEUTRAL] Are you, I'm sorry, what, what did you say?
[CUSTOMER][NEUTRAL] I would like to file a claim.
[AGENT][NEUTRAL] OK, is it for yourself or are you with a provider?
[CUSTOMER][NEUTRAL] For myself.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what was your, do you have your policy number?
[CUSTOMER][NEGATIVE] No, no, I don't, I don't have it on me right now.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Can you look it up to my number, my telephone number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, no, I can look it up by your name or your social.
[CUSTOMER][NEUTRAL] OK, my name is [PII]
[AGENT][NEUTRAL] We
[CUSTOMER][NEUTRAL] [PII] again.
[AGENT][NEUTRAL] So, it's [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Give me just a moment and get this pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and is that for your Medlink policy?
[CUSTOMER][NEUTRAL] Um, um, it said I went to the podiatric foot doctor, and I gave them my insurance card, but, um, I don't think I gave them my APL, the secondary, and they charged me $60 so to see if I can get the refund.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And just need a few pieces of information. um, what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have access to our portal?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, yeah, but I was having problems. Last time I spoke with a lady, she said she was gonna send me a, you know, a representative, I'm sorry, uh, she said she was gonna send me the link by email or or something, um, so I could file a claim, and I was looking it up and I, I don't see it.
[AGENT][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] So that's why I'm calling now.
[AGENT][NEUTRAL] OK. Are you in front of a computer?
[CUSTOMER][NEUTRAL] No, I'm driving.
[AGENT][NEUTRAL] Oh, OK, OK. Um, yeah, so.
[AGENT][NEUTRAL] You can either get on the portal and file it. Um, let me make sure and see what benefit you have. So is this just for the office visit at the podiatrist?
[CUSTOMER][NEGATIVE] Yeah, the copay that I had to pay 60.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, looks like it'll pay up to $50 on it, um, so, and this is not a guarantee of payment, just a basic outline of your policy. So do you want me to give you, um, the fax number or do you want me to give you that correct or you want me to email you that site again or what would you like me to do to help?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you cannot do this on the phone with me now, right? If I give you the date and the time of my appointment?
[CUSTOMER][NEUTRAL] Would you need something else?
[AGENT][NEUTRAL] We have to have documentation you have to upload it to our portal or fax or mail it in.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, so right, so I'll have to get that from them, right? Or have them email it and then I email it to you when I was there and the receipt and everything, right?
[AGENT][NEUTRAL] Yes, it needs to show what services were rendered, your diagnosis, and then of course the date and the charges. Um, email is not an option, um, you can either do it through the portal, do it by regular mail or fax.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll probably do regular mail. That's not a problem, but if you can do me a favor of sending me the information, I would appreciate it and you have my email address?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, I actually don't think we do. Let me see. It looks like that was blank.
[CUSTOMER][POSITIVE] Wow, that's funny cause, cause she told me that she was gonna email it to me and I think I, I went over her my email with her.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] But it's OK.
[AGENT][NEUTRAL] Um, no, I don't, I don't have it in there. What is your email address? So sorry about that.
[CUSTOMER][NEUTRAL] It's, it's OK. It's [PII], my name, my first name, [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you OK if I put this on file as your email address?
[CUSTOMER][POSITIVE] Yes, please do so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][NEUTRAL] OK [PII] I'll get this emailed over and then just um let us know if you have any issues just give us a call back when you can.
[CUSTOMER][POSITIVE] OK, thank you so much for your time and your help.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too, ma'am. Thank you. Bye bye.
[AGENT][NEUTRAL] I