AccountId: 011433970860
ContactId: 26eed7a5-a064-47e9-8af4-905d6106670d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229240 ms
Total Talk Time (AGENT): 91767 ms
Total Talk Time (CUSTOMER): 105085 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/26eed7a5-a064-47e9-8af4-905d6106670d_20250312T18:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I believe I, I know I did. I had APL coverage, um, back in, it was gonna be [PII], um, and I just got a bill from the hospital saying that I have a balance due and I was just wondering what I need to provide them to get APL to cover that because they did not file with APL.
[AGENT][NEUTRAL] OK, what is your name? Can you spell it for me?
[CUSTOMER][NEUTRAL] Yeah, uh [PII], so [PII].
[AGENT][NEUTRAL] [PII], and what's your
[CUSTOMER][NEUTRAL] And then [PII] is.
[AGENT][NEUTRAL] Hm, I just needed your first name. Yeah.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEGATIVE] I don't have my policy number. We actually never got cards.
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] I work for the [PII].
[AGENT][NEUTRAL] And what state do you reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what's your complete address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's your date of birth and your um email address please?
[CUSTOMER][NEUTRAL] Uh [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you for that information and what's the date of service of the claim?
[CUSTOMER][NEUTRAL] Um, it was [PII].
[AGENT][NEUTRAL] And the provider's name?
[CUSTOMER][NEUTRAL] It is gonna be Carris Lakeside Hospital.
[AGENT][NEUTRAL] OK, and so are you sending the claim or are you saying they they're going to submit it?
[CUSTOMER][NEUTRAL] Um, I don't know. I don't, I don't know. I just need to know what I need to provide with them. Do I just need to tell them the APL? Do I need to give them a number?
[AGENT][NEUTRAL] So if the provider will submit the claim from them we'll we'll need a copy of their itemization or their itemized bill.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And then a copy of your primary insurance carrier at that time, uh, their explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you submit the claim we'll need the same documents.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, and then if you submit it, we would need the APL claim form completed by you.
[CUSTOMER][NEUTRAL] About and
[CUSTOMER][POSITIVE] OK, um perfect.
[CUSTOMER][NEUTRAL] Insurance, so you need an itemized bill, an explanation of benefits from my insurance carrier at that time.
[AGENT][NEUTRAL] The primary. Mhm.
[CUSTOMER][NEUTRAL] And then uh primary and then um you said a form, the APL form.
[AGENT][NEUTRAL] If you're going to submit the document.
[CUSTOMER][NEUTRAL] If I, if I do it.
[AGENT][NEUTRAL] Mhm, uh, there's a claim form on our website, uh, which is [PII]. Looks like you have the Medlink policy, so the claim form you're going to complete is the Medlink claim form.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Medin claim form OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. All right. Is there anything that I need to provide them when I call them now, like a policy number, anything like that or they should they be able just to tell you what I've told you?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I can give you your policy number.
[CUSTOMER][NEUTRAL] OK, what is that?
[AGENT][NEUTRAL] It's 215.
[AGENT][NEUTRAL] 451 2.
[AGENT][NEUTRAL] And the claims mailing address is [PII].
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. OK, all right, thank you so much.
[AGENT][POSITIVE] All [PII]. Anything else I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Uh bye-bye.