AccountId: 011433970860
ContactId: 609f158c-982c-4463-8aaa-dc2995e31475
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329570 ms
Total Talk Time (AGENT): 159895 ms
Total Talk Time (CUSTOMER): 114728 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/609f158c-982c-4463-8aaa-dc2995e31475_20250422T21:39_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]. I'm trying to figure out how to file a claim with you.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, this is [PII].
[CUSTOMER][NEUTRAL] It is 02564255.
[AGENT][NEUTRAL] OK. And can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], and I can help you with that uh filing of a claim. Just need a few pieces of information. Uh, your address?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address.
[CUSTOMER][NEUTRAL] I think the one you have is probably [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] Uh, I've got, I do have a new Zett email.
[CUSTOMER][NEUTRAL] Have using it, OK, uh, [PII].
[AGENT][NEUTRAL] Yes, yeah, that's. Is that the one you want to keep?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] That's fine. OK.
[CUSTOMER][NEUTRAL] They all come to my phone.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, several.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and you want to file a claim for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, are you on our portal or?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, do you wanna create an account online and so you can upload like claims and such, or do you wanna just um send it by mail or fax?
[CUSTOMER][NEUTRAL] I can do that, sure.
[AGENT][NEUTRAL] OK, um, are you in front of a laptop or a desktop?
[CUSTOMER][NEUTRAL] You OK?
[CUSTOMER][NEUTRAL] At the moment, no, I don't have either one I turned on.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I have access to either one.
[CUSTOMER][NEUTRAL] But not at the moment.
[AGENT][NEUTRAL] OK, do you want me to send you information on how to set that up, or do, do we wanna just go over the claim information right now? OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I can send that
[CUSTOMER][POSITIVE] Sure, you can do that.
[AGENT][NEUTRAL] OK, I can send that to your email, um, and then once you, once you get your account set up, um, you'll see that there's claim forms to complete for this policy for the Medlink policy, and then it'll tell you what we need in order to file a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I will tell you you need your primary explanation of benefits. So whoever your primary insurance is will need an explanation of benefits from them.
[AGENT][NEUTRAL] And then we'll need some type of itemization that shows what services were rendered the you know the date of service charges, diagnosis and procedures so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm writing it down.
[AGENT][NEUTRAL] Yeah, of course, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That would be good cause the
[CUSTOMER][NEUTRAL] It's one particular plane, for whatever reason, if y'all aren't in their system, which I understand that, and the women up front had no idea how to add you and I guess they just didn't want to be bothered to ask their IT people to add you. So I'm having to do it myself.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK. Well, that's frustrating. I'm sorry about that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It, it is, I know. And I work medical too and it's like, it's not that hard. Come on, I
[AGENT][POSITIVE] Right, exactly.
[CUSTOMER][NEUTRAL] Either I do it myself or I, I mean, I do billing, either I do it myself or I contact the people down the hallway and they do it for me.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] It's not hard.
[AGENT][POSITIVE] Exactly, my goodness. OK. Well, uh, Miss, Miss, uh, I will get this sent to your email, the email that you provided me, and then, um, look over that information. If you have any questions at all or have any trouble when you're setting it up, just give us a call back and we'll be happy to walk you through it.
[CUSTOMER][NEUTRAL] But anyways.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and you just need the bill and the EOV.
[AGENT][NEUTRAL] Yes, um, main thing on that, on the bill though, just make sure that it has like the diagnosis codes, the procedure codes, bill charges, so pretty much everything that's encompassed on a claim form, but I'm, I don't know, sometimes the itemized bills don't have that always, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I don't see any kind of diagnosis or anything here and maybe, maybe they're on the EOB from the primary.
[AGENT][NEUTRAL] Uh, possibly you could check that.
[CUSTOMER][NEUTRAL] Oh, I, I see a description.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, see the description of the procedure, but I don't see any kind of diagnosis.
[AGENT][NEUTRAL] Yeah, we will need the diagnosis. I can tell you that cause I don't, I don't want you to um submit it and then we have to ask for that and everything. So, um, if you can obtain that like maybe off of your hospital portal or something like that, um, that would suffice, so.
[CUSTOMER][NEUTRAL] That might be a problem.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will do that. Thank you so much.
[AGENT][NEUTRAL] OK, give it about 5 minutes, you'll get that instructional guide and then um if you have any issues at all, just give us a call back, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thanks for calling AP.
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][POSITIVE] Have a good evening.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.