AccountId: 011433970860
ContactId: 56230164-1e77-4950-b754-14e94e7afa07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257579 ms
Total Talk Time (AGENT): 143046 ms
Total Talk Time (CUSTOMER): 110406 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/56230164-1e77-4950-b754-14e94e7afa07_20250331T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm not sure. I wanted to know, I went to urgent care and I don't know how I file a claim.
[CUSTOMER][NEGATIVE] And I tried to go online to to register but they asked for a member number. I don't have that.
[AGENT][NEUTRAL] OK, alright, um, I can help you with the online service center. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Sure. It's [PII]
[CUSTOMER][NEUTRAL] And I guess that would be the group number?
[AGENT][NEUTRAL] Uh, your policy number might say inpatient or outpatient certificate number or member ID.
[CUSTOMER][NEUTRAL] Oh, inpatient, uh, outpatient benefit certification number I sent you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 02587791ML8
[AGENT][NEUTRAL] OK, let me pull up your policy real quick.
[AGENT][NEUTRAL] OK, Miss, Miss. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Uh, should be [PII]. Email should be [PII]. And what was the last name?
[AGENT][NEUTRAL] Your phone number, yes.
[CUSTOMER][NEUTRAL] Phone number should be [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] All right, let's go ahead and
[AGENT][NEUTRAL] So,
[CUSTOMER][NEGATIVE] I'm not exactly sure how it works because someone told me sometimes they'll take the card at urgent care, but this one did not.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's, um,
[AGENT][NEUTRAL] Usually, usually if you hand them your policy or your, your card, they usually take it and then they call us and verify the benefits. But that's OK. So,
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEGATIVE] They did not.
[AGENT][NEUTRAL] It's OK, you can go ahead and file the claim yourself, um.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] I do show that you have not signed up for the online service center yet. We just verified all your information so when you go in you're gonna go in the first time as a new user you're gonna click the new user and then the second option is gonna be I am an individual with an APL policy.
[CUSTOMER][POSITIVE] Right, I wanna do that.
[CUSTOMER][NEUTRAL] OK, but it asks for my member number and I don't have a member number and I don't really like to put my social security number online so what is my member number? Is it that outpatient?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yes, your policy number is 258.
[AGENT][NEUTRAL] 779 1.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Member number and then I can do everything online, yes, I can upload the receipt.
[AGENT][NEUTRAL] Is there, yes.
[AGENT][NEUTRAL] Yes, you should be able, right when you get in there and you go to do your claim you're gonna click on claims and forms and then you're gonna click on the Medlink policy.
[AGENT][NEUTRAL] It's M E D L I N K.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][POSITIVE] Yes, ma'am. And if you get stuck, always feel free to pick up the phone and we'll help you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Call back.
[CUSTOMER][MIXED] Thank you so much. At least I know the member number now. That's why I was kind of stuck. All right, and next time I'll ask them to call the member number and see if they can get it taken care of, but it was kind of like I didn't have a choice.
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] Right, right, they can call and verify, yes, they can call and verify.
[CUSTOMER][NEUTRAL] Is there any particular um urgent care that we have to go to or it doesn't matter?
[AGENT][NEUTRAL] No, it doesn't matter because you're um you're gonna go wherever your primary insurance is accepted at because this falls behind the primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, I will look into that then. Thank you so much. You've been so helpful.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Oh, you're so welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, I think that'll be it. Thank you. Have a great day.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye