AccountId: 011433970860
ContactId: 457d5b53-e1ec-49cb-80fb-a716cb6ab910
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328540 ms
Total Talk Time (AGENT): 182701 ms
Total Talk Time (CUSTOMER): 116806 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/457d5b53-e1ec-49cb-80fb-a716cb6ab910_20250507T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I work at a company that uses APL and this is the first time I've had this before. So when I went to the dermatologist, uh, back on [PII], I did not give them my APL card and now I have a bill of about $1200 so I'm not sure how to submit that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so claims can be submitted 3 different ways. You can do them online, you can fax them, or you can send them in the US postal mail if you'd rather do it online, which is kind of the easiest if you're familiar with just navigating online, I can uh walk you through on how to set that up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I'm at work though, so, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's do this then. Do you buy?
[CUSTOMER][NEUTRAL] Would I log into [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or the [PII].
[AGENT][NEUTRAL] Yep, that's where you would create the login and um to get into your policy. Do you by chance have your policy number, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, policy number, yes, I do.
[AGENT][NEUTRAL] OK, let's take a look.
[CUSTOMER][NEUTRAL] 02592554
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I could just
[CUSTOMER][NEUTRAL] And I don't know if I've even set up like an online account yet.
[AGENT][NEUTRAL] OK. Yeah, let's see here.
[AGENT][NEUTRAL] Uh, can you just verify with me, please, your date of birth and then address?
[CUSTOMER][NEUTRAL] Mhm. It's um [PII]. The address is [PII].
[AGENT][POSITIVE] Thank you and then what would be a good email for you?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] OK perfect alright so it looks like that's what we have on file and you actually [PII], you have actually logged in before so let me give you the user name.
[CUSTOMER][POSITIVE] OK, cool.
[AGENT][NEUTRAL] Alright, so the username is [PII] and it's all lower case, no capital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so you can do the, if you're not sure on the password on that login page, you can click that forgot or reset password.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, once you get in there, there's a green button under my claims that says upload files. That's where you upload all of your documentation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so that will be from the um dermatologist.
[AGENT][NEUTRAL] Mhm, so what you're gonna need is the claim form, which is a med link claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where did I get that?
[AGENT][NEUTRAL] You're gonna get that from our site or I can email it to you if that's easier for you.
[CUSTOMER][NEUTRAL] Sure, if you don't mind.
[AGENT][NEUTRAL] Nope, not at all. And then the next thing that you're gonna need after you fill out the claim form is you're gonna need the itemized bill from the provider, which would be the dermatologist.
[AGENT][NEUTRAL] And then you need to also submit your explanation of benefits from your primary insurance showing us what they covered and what they did not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I would get that from.
[CUSTOMER][NEUTRAL] United Health or whoever I have.
[AGENT][NEUTRAL] Who yeah United Healthcare and so um they should be able to either send it to you or you should be able to access it through like an online portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And what did you call that again?
[AGENT][NEUTRAL] And then I'm gonna.
[AGENT][NEUTRAL] Um, the explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And then I am sending you a claim form right now and then you can um.
[CUSTOMER][POSITIVE] Cool.
[AGENT][NEUTRAL] Download it, save it, fill it out online or print it, whatever is easiest for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I would theoretically then upload the claim form and the explanation of benefits to.
[CUSTOMER][NEUTRAL] Your portal
[AGENT][NEUTRAL] Mhm, yep. Once you click that upload, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There'll be a save button at the end and then it should give you a confirmation.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And uh generally claims are processed within like 5 to 7 business days and you can check the status of it there as well.
[CUSTOMER][POSITIVE] OK, cool.
[AGENT][NEUTRAL] All right. Did you have any other questions, concerns?
[CUSTOMER][NEUTRAL] All right. OK.
[CUSTOMER][POSITIVE] No, hopefully I can figure it all out and get it clean, get it uploaded this week and we'll go from there.
[AGENT][POSITIVE] All right sounds good. If you run into any problems feel free to give us a call we're happy to help OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I appreciate the help you gave me.
[AGENT][POSITIVE] Yeah, not a problem. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye