AccountId: 011433970860
ContactId: 2469096e-d7fd-4cf9-bdfb-dfbb99d9867f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 526679 ms
Total Talk Time (AGENT): 125800 ms
Total Talk Time (CUSTOMER): 152868 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/2469096e-d7fd-4cf9-bdfb-dfbb99d9867f_20250425T18:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm calling in on behalf of agent [PII]. How are you today?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] Good good thank you um we have a question we have a group that was effective with you guys until uh [PII]. If we have a member that wanted to submit a claim for for um [PII], are they passed like any limit to submit it because I know most carriers if it's not within 12 to 15 months won't pay out.
[AGENT][NEUTRAL] Let me put you on a brief hold, OK? And I can check on that for you. What is the um group number and employee's name?
[CUSTOMER][NEUTRAL] Uh, the group number was 239-87.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the employee's name is [PII].
[AGENT][NEUTRAL] How do you spell his last name?
[CUSTOMER][NEUTRAL] Excuse me, yeah, I know that's, that's a tough one.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK perfect thank you I'm gonna put you on a brief hold now OK?
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Oh, I'm here.
[AGENT][NEUTRAL] OK, perfect. So, um, yes, you can go ahead and submit the claim and as long as you have the claim documents um and we can show that in our system that the policy was still in force, and then we can go ahead and, and, and see if we can provide coverage for that.
[CUSTOMER][NEUTRAL] OK, all he has is the quest though. I'm assuming you would need the, the explanation of benefits and that bill, um, to get that paid out. Do you need a form or anything like that?
[AGENT][NEUTRAL] Yes, so if you go onto [PII].
[CUSTOMER][NEUTRAL] Oh, hold on, sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I just want to make sure I find it because I have the worst luck with these forms.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] So I am public there's a tab that says claim claims and forms.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then um to file a claim, you sign in or register or um you can go scroll down and you can download and complete the appropriate claim form and you can mail it in or you can fax it.
[CUSTOMER][NEGATIVE] How do I know which one? Oh, I don't even know which one to pick. Yeah, that's the thing we don't even, I don't even have the login anymore for American public. We haven't used this in over a year, almost a year and a half, um.
[AGENT][NEUTRAL] Yeah, yeah, so there's the option if you scroll down to mail it, you would just have to mail it or fax it.
[CUSTOMER][NEUTRAL] And how could I find which one is which? because like I'm for example I'm, I clicked on on the tab that you said I see what you're talking about but it says like to filter by product I'm like do I filter it by disability? What do I?
[AGENT][NEUTRAL] Um, do you know what claim he has?
[CUSTOMER][NEUTRAL] Because it's really not it's for gap insurance.
[CUSTOMER][NEUTRAL] It was, it's for Quest it's it's like blood work.
[AGENT][NEUTRAL] Uh, I'm so sorry. Is it, um, Gap Insurance?
[CUSTOMER][NEUTRAL] Yeah, it's for Gap Insurance.
[AGENT][NEUTRAL] OK, so it would be the Medli claim form. It's on the 2nd page.
[CUSTOMER][NEUTRAL] OK, OK, so I would rather do that.
[CUSTOMER][NEUTRAL] Yeah, because I know, I know my people, so yeah, alright, so just submit that with um that bill that he got in from Quest, the explanation of benefits, and he should be more than fine.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and then if you also want to just email a copy of it to us so that way we have it, um, it's gonna be, let me pull it up real quick.
[AGENT][NEUTRAL] Could it be FL dash.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And we can help with that process um you do have to submit it um but just that way we can help at least give claims a heads up.
[CUSTOMER][NEUTRAL] OK, and if, oh sorry.
[CUSTOMER][NEUTRAL] OK, and then if I wanna send it via mail, I have that option here.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Oh wow, OK, I don't know why this is giving me a hard time today. Alright, awesome, but I was able to download the form, um, oh, and you guys do have a fax number you might wanna fax it there as well. OK, so let me um take it from there and I will speak to him. Do you have a reference number for this call, uh, [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I, I do not unfortunately, but I'm on the broker resources team and I work every day, so they should know who I am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I would hope so, you know, it happens, but.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] There's only 7 of us, so one of us will help you.
[CUSTOMER][POSITIVE] OK perfect thank you so much I greatly appreciate your help.
[AGENT][POSITIVE] Absolutely you have a great rest of your day.
[CUSTOMER][POSITIVE] You too stay safe bye bye.
[AGENT][NEUTRAL] You bye bye.