AccountId: 011433970860
ContactId: 2ba1e5f4-34ce-4079-b2f8-50eb5478d154
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398489 ms
Total Talk Time (AGENT): 180553 ms
Total Talk Time (CUSTOMER): 147917 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/2ba1e5f4-34ce-4079-b2f8-50eb5478d154_20250109T22:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] and I um
[CUSTOMER][NEUTRAL] So I kind of started a claim um a few months back, but I had to go to the hospital and get all my um the paperwork for my um my stay. And so I, I just needed to know um now um if I can, can I just scan those pages and email them to you guys?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, Miss [PII] um.
[CUSTOMER][NEUTRAL] Or do I need to fax them?
[AGENT][POSITIVE] Yes, I can help you with your claim, Ms. [PII]. First, let me get your callback number just in case our call gets disconnected. I'll be able to call you.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I don't know that I have that.
[AGENT][NEUTRAL] I can look it up with your social security number if you want to give that to me, it'll pull it in for us.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look it up that way. It's gonna be just a second while I pull your policy in.
[AGENT][NEUTRAL] OK [PII], for security reasons I'll need for you to verify your date of birth.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you and then I'll also need for you to please verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] It's [PII] and um.
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] Uh, I've got you [PII] Bulldogs.
[CUSTOMER][NEUTRAL] Oh, OK, I'm sorry, yes, I should give you my work. Um, it's [PII].
[AGENT][NEUTRAL] OK, thank you I appreciate that and then one last verification the number you gave me to call you back on is that your cell phone number?
[CUSTOMER][NEUTRAL] It is, yes.
[AGENT][POSITIVE] OK, great. Thank you, Ms. [PII]. I appreciate you verifying that information for me. OK, to answer your question about your claim.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, do not email it in because email is not secure, so we don't accept them by email just, just for that one reason it's not a very secure way to have your personal information. You can, um, you got two other options you can fax it in. I can give you the fax number that's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or if you want to mail it in, it's APL claims.
[AGENT][NEUTRAL] And that's PO Box 248,950.
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And the PO box was 248,940?
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] OK, and if I decide to fax it, do I, who do I need to put it attention to?
[AGENT][NEUTRAL] Attention [PII].
[CUSTOMER][NEUTRAL] Or just put my name, OK.
[CUSTOMER][NEUTRAL] And then um
[CUSTOMER][NEUTRAL] So I got
[CUSTOMER][NEUTRAL] The it's an explanation of benefits from the Artesia General Hospital and it's like I mean there's like 5 pages. Is that all you guys need?
[AGENT][NEUTRAL] We need the explanation of benefits which you got we need an itemized statement um from the facility you went to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I my statement has diagnosis and procedure codes on it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we'll need the um.
[CUSTOMER][NEUTRAL] Yeah, I think that's what.
[AGENT][NEUTRAL] And then we'll need the Medlink claim form.
[CUSTOMER][NEUTRAL] OK, and that is what is that?
[AGENT][NEUTRAL] If you go to [PII].
[AGENT][NEUTRAL] And you click on claims and forms.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you scroll down, go to page 2 of the claims and forms.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're gonna choose the Medin MED LINK claim form. It's the second one on page two.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And you download that form and fill it out. Also what's pretty cool when you download it that first page at the top of it will tell you exactly what you need to send in with your claim form so you won't miss a beat.
[CUSTOMER][POSITIVE] OK. OK. OK. OK, perfect. I think I, I think I have everything I'm gonna need. I just, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wanted to make sure um but I think this one is um.
[CUSTOMER][NEUTRAL] It looks like it has the
[CUSTOMER][NEUTRAL] The codes and everything on it, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think that's it because they, I had to go to like the records department to get it so I think that's.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yes.
[CUSTOMER][POSITIVE] So, um, anyway, OK, well, I appreciate your help and I will get this to you um as soon as I can.
[AGENT][POSITIVE] OK, alright, Miss [PII], well we appreciate you calling APL. I hope you have a great rest of your day and thanks for calling.
[CUSTOMER][POSITIVE] Thank you, ma'am. Thanks for being so helpful.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You take care.
[CUSTOMER][NEUTRAL] Bye. Bye. You too.
[AGENT][NEUTRAL] Bye-bye.