AccountId: 011433970860
ContactId: 2d0d7387-646c-4357-8eb8-184741213307
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381799 ms
Total Talk Time (AGENT): 211084 ms
Total Talk Time (CUSTOMER): 164044 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/2d0d7387-646c-4357-8eb8-184741213307_20250210T20:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], and I have like um gap insurance with you, so I am online right now um because I wanted to submit um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] submit the forms I need to for a surgery I had recently, and I wasn't sure what form I needed to do that under. It was a little unclear. I'm in that section right now.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, it's asking for which claim form, is that right?
[CUSTOMER][NEUTRAL] Yes, I'm in the in the claims form section and I didn't really see when that seemed to be appropriate.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right, OK, so, uh, and you said this was for a surgery?
[CUSTOMER][NEUTRAL] Yes, so I had a surgery, um, so it's for my gap insurance. I had a surgery in November. Um, sure, I had to pay like a $4 deductible. I think I have gap insurance for up to $500. Yeah, so that's kind of what I, I, so I have the forms I need now to submit all that, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, right, so our, um, that's secondary medical, um, it's called Medlink um but if you just for good measure, let me go ahead and get your policy pulled up just so we can verify and make sure that that is correct, um, and I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and then, um, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] 394
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh I haven't seen the meddling claim form. OK, I didn't know that. I didn't know that had to do with that.
[AGENT][NEUTRAL] That's OK. Um, I can just go ahead and get it pulled up just to make sure that that is the plan that you have with us. Um, do you have your policy number?
[CUSTOMER][NEGATIVE] I do not have it off the top of my head, no.
[AGENT][NEUTRAL] OK, um, I could start using your social.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 722331
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There are OK, just gonna verify.
[AGENT][NEUTRAL] Information really quick [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we've got on file for you. Uh, looks like it is through an organization.
[CUSTOMER][NEUTRAL] Oh, OK, so [PII].
[AGENT][NEUTRAL] That's it. OK, thank you for verifying that. OK, so yes, this is the medling policy is the name, so that is the claim form you would use, um, and again, yes, it is secondary medical.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I wasn't sure. I didn't, it was kind of hard to tell what form needed to go with that. OK, so then.
[AGENT][NEUTRAL] No, that's perfectly fine, uh huh.
[CUSTOMER][NEUTRAL] So then I just, I know like they wanted I think I needed to send an explanation of benefits and then just the bill itself, um, so I just download the form and then fill it out then is there a way for me to attach all that? Is that how that would work or?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You should be able to fill it out through your browser um and then there's a spot on the main page that says um like upload documents or something like that and you can upload all that information there and just so that you are aware, I'm sorry if this is repeated information, but just so that I know you know um it is the necessary info that we need is the itemized statement that shows diagnosis and procedure codes and then yes, the explanation of benefits from your primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I think I should have a look. So you said for the other one you needed diagnosis and what was the other thing.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] The itemized statement that shows diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK, let me see here. I don't know how to read that, um, so they have the form.
[AGENT][NEUTRAL] If you're not sure I mean you're more than welcome to go ahead and upload what you've got um or you can just.
[CUSTOMER][NEUTRAL] And then they'll let me know if it
[AGENT][NEUTRAL] Yeah we'll let you know if there's missing information um or if you just want to call your provider and see if they can give it, send it to you. I'm not sure it depends on each provider how quickly they'd be able to give that information to you, but that's completely up to you.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Yeah, I mean, I've got the one from the surgery center and then I've got the explanation of that. I have both of those, so at least I'll start with that. They did some more detail that's not on here that I'm not familiar with, and maybe they can let me know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Got you. OK, and it typically does, um, it can take about 7 to 10 business days for claim information to process. Doesn't generally take quite that long, but that's probably the best expectation and you can of course keep an eye on the status through the website or you're more than welcome to give us a call and we can look at it for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then it says like on the I just pulled up the form it says I need to sign it, so do I need to have this printed out and then signed and then like we, um, scan it back in? Is that what they're wanting?
[AGENT][NEUTRAL] Depending on your, are you using um what browser are you using? Is it uh Chrome?
[CUSTOMER][NEUTRAL] Uh yeah.
[AGENT][NEUTRAL] OK, so typically with Chrome, um, you should be able to do a like a virtual signature so you could see if it will allow you to do that, yeah.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] OK, then if not just do the, the other print it and scan it or whatever, OK.
[AGENT][POSITIVE] Right, you could scan it or if it's easier, you could even take a picture with your phone, um, as long as it's clear and legible, that's perfectly fine.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][POSITIVE] OK great all right thank you so much I appreciate it.
[AGENT][NEUTRAL] Yeah, did you have any other questions for me?
[CUSTOMER][NEUTRAL] I think that's it. I think I'll just have to get through the form and then figure out what to do, and then you said, where do I, is it, where do I upload it, I guess what you're saying about that is so.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] On the yeah on the main page, uh there's an option well let's do this I'm just gonna make sure um you are on our correct portal because we do have a couple of different websites we have our public website and we've got our actual online portal and that web address is secured. [PII] is that the website that you're on? OK perfect um so on that main page there's a button that will say upload, uh, upload claim information or upload documents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I am on that, yeah, yeah, yeah.
[AGENT][NEUTRAL] And you would drop it there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see here on the home page it just says contact us claim forms and help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's.
[CUSTOMER][NEUTRAL] At the top, so maybe I'm not, I'm I'm not looking in there. Oh, I see it at the bottom. I claimed upload documents. OK, it was at the bottom. OK, cool, cool, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, got it. All right. All right, yeah, you're welcome. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alright thank you for your help I really appreciate it.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.