AccountId: 011433970860
ContactId: 64ff2b79-65c2-4efd-9629-db2d8664a63c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 926940 ms
Total Talk Time (AGENT): 268928 ms
Total Talk Time (CUSTOMER): 333609 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/64ff2b79-65c2-4efd-9629-db2d8664a63c_20250407T12:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. How are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm great, thanks for asking. [PII]. I have an insured on the phone. She says she's having, she's trying to upload a claim, her documents on her website, on the website.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I'm not sure what is it that she's supposed to do while I did try to help her, but she said that it keeps sending her back to the service center.
[CUSTOMER][NEUTRAL] Each time she try to upload a document.
[AGENT][NEUTRAL] Um, OK, OK. Um, what is that policy number?
[CUSTOMER][NEUTRAL] It is 2405739. It's 2405739.
[AGENT][NEUTRAL] OK, uh, [PII]?
[CUSTOMER][NEUTRAL] Yes, I verified all of her information. Her callback number is [PII]. I tried to transfer to the care team.
[CUSTOMER][NEGATIVE] But no one is answering. I've been waiting for a very long time.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] Oh, OK. OK. Yes. Got you.
[AGENT][NEUTRAL] No, I can help her.
[CUSTOMER][NEUTRAL] Alright, so let me transfer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Let me transfer over to you, [PII]. Thank you and have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thanks. Goodbye.
[CUSTOMER][POSITIVE] Hello [PII], I'm gonna transfer you over to [PII]. I do apologize for the inconvenience. Thanks for your patience and thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. Um, I understand you're trying to upload a claim and you're having issues with that.
[CUSTOMER][NEGATIVE] I'm trying to file a claim and yeah it just keeps like cycling me in a circle I'm not.
[CUSTOMER][NEUTRAL] Finding where I file a claim online.
[AGENT][NEUTRAL] OK, OK, let me just um check, have you um registered your account online with us?
[CUSTOMER][NEUTRAL] Um, I mean, I have an account and I log in and it has me and all my dependents listed. I assume that that's registered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. That's it.
[CUSTOMER][NEUTRAL] Unless there's like a a step or something.
[AGENT][NEUTRAL] Uh, OK, I do see your um account is registered. Is that where you are when you're trying to upload that claim?
[CUSTOMER][NEUTRAL] Um, yeah, so I mean I just went, I just went to the website and when I go to claims and form it says the fastest and easiest way to file your claim is through your online service center account sign in and register but I'm already signed in and registered but I click on it and it takes me to this page that says my coverage it gives my policy number and it says upload documents there's not an option to like file a claim.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] There should be um and it should be right next to where you upload your files so I'm just looking to see um.
[AGENT][NEUTRAL] If I can tell anything at all, let's see.
[AGENT][NEUTRAL] Ah, that's just, um.
[AGENT][NEGATIVE] I'm not sure why that is not there for you.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when you click on that upload files that is all it gives you is just to upload your um documents.
[CUSTOMER][NEUTRAL] Yeah, when I click on upload file it says file a claim and it like makes met like my son that I'm filing it for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then when I hit next it says you know verify the information is correct upload at least one file.
[CUSTOMER][NEUTRAL] Um, and then it says common documentation required and it lists all the things, um, and it says claim form, but then when I click on that it's just like a PDF online so I'm sorry, when I click on claim forms it takes me back to that screen where it says claims and forms the quickest way to file is online please sign it, but I'm already signed in so when I click that button it takes me right back to the same place.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you
[CUSTOMER][POSITIVE] I mean and I I found I found a claim form so like if I can fill that out and upload it I'm happy to do that. I just wanna make sure that I'm doing it correctly so there's no delay.
[AGENT][NEUTRAL] Right. Yes, ma'am.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And where you sign that at.
[CUSTOMER][NEUTRAL] And I'm not
[AGENT][NEUTRAL] No, go ahead. Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Um, when you.
[CUSTOMER][NEUTRAL] Um, and, and like I'm not even sure like which one I'm supposed to fill out, um, based on what happened with my son. I'm not even sure which one to fill out.
[AGENT][NEUTRAL] OK, um, now this is a Medlink.
[AGENT][NEUTRAL] Policy
[AGENT][NEUTRAL] So it would be the midlink gap um claim form that you would fill out.
[CUSTOMER][NEUTRAL] Yeah, I don't even see that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you get to that part where it asks you to sign it, um.
[AGENT][NEUTRAL] Does that allow you.
[CUSTOMER][NEGATIVE] It's not asking me to sign anything.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's asking me to sign in so like when when I'm.
[AGENT][NEUTRAL] Oh, got you, OK.
[CUSTOMER][NEGATIVE] Like right where I'm at right now where it says, you know, it says file a claim, it says enter the claim details, upload documents well I don't know where to enter the claim details, like it's not giving me that option to file the claim it's just asking for me to upload files.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Gosh.
[AGENT][NEUTRAL] I know that is super frustrating. I am so sorry. Um.
[AGENT][NEUTRAL] I'm just not seeing.
[AGENT][NEGATIVE] I'm not seeing what you're seeing so I know that that's what's frustrating it's just um.
[CUSTOMER][NEUTRAL] And you know, like I said, maybe I'm in the wrong place, but I can't find anywhere on this website where except help like where I can file a claim online.
[AGENT][POSITIVE] Right. And it, it sounds like you're in the right place.
[AGENT][NEUTRAL] And I'll tell you if it will allow you to upload the documents to us um.
[AGENT][NEUTRAL] You know that your claim will be filed but it should take you through, uh, you know, the process without any issues. You should be able to see what steps to do next.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now I can email you a claim form to fill out and upload that.
[AGENT][NEUTRAL] And like I said, we will take care of it on our end.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just not.
[CUSTOMER][NEUTRAL] Then I would just upload that and, and is there like different like my son, um, he had a, a, an emergency surgery. He didn't stay in the hospital overnight, so I'm assuming that's not a critical illness, but I mean I do have a $3000 hospital bill where he had surgery, so I'm assuming that would apply here.
[AGENT][POSITIVE] Yes, ma'am, it would apply. Yes.
[CUSTOMER][NEUTRAL] OK, because he didn't stay overnight in the hospital, but he went to urgent care and then he had to go to the hospital and he had to have emergency surgery. So I just wanna make sure I fill out whatever claim form it is that's gonna help me. I mean I know it's only $500 but $500 towards $3000 is helpful.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Right. Absolutely, yes, ma'am.
[CUSTOMER][NEUTRAL] Cause, cause that is my max, that's the max benefit, right? It's 500.
[AGENT][NEUTRAL] It on the outpatient, yes, ma'am, it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if you email me a form I fill that out I send a copy of the bill, upload both of those, then my claim will get processed.
[AGENT][POSITIVE] Yes, yes, ma'am, it sure will.
[AGENT][NEUTRAL] And then at that point if they, if our um claims department needs anything additional from you they will reach out and let you know.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] But uploading, you know, whatever you received from the um urgent care and from the hospital with your claim form, that will take care of it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will give that to you let's see.
[AGENT][NEUTRAL] I'm sorry, I'm just getting that um downloaded so I can email it to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just got that sent to you um.
[AGENT][NEUTRAL] And it's just the midlink claim form and there's really not a lot to fill out but um they do need that.
[CUSTOMER][NEUTRAL] And then just copy of the bill.
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, and um they
[CUSTOMER][NEUTRAL] Um, and when it
[AGENT][NEUTRAL] OK, so no ma, go here.
[CUSTOMER][NEUTRAL] Hold on, let me click on this online so I can, I can print this out and just fill it out with my like pen, right?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEGATIVE] Because I can't edit this at all.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It should let you fill it out online. I mean, you know, like.
[CUSTOMER][NEUTRAL] Yeah, it doesn't.
[AGENT][NEUTRAL] I'm like
[CUSTOMER][NEUTRAL] Oh wait, yes it does. It's well it's trying to just when I hit like, um, OK, I think I might be, but I have to print it anyway though, click on it.
[CUSTOMER][NEUTRAL] OK, so I just need to upload this.
[CUSTOMER][NEUTRAL] Copies of the bill and then um I already have direct deposit set up so that should be OK right?
[AGENT][NEUTRAL] Yes ma'am, I'm checking that right now just to be sure. Yes, I do see your direct deposit, yes ma'am.
[CUSTOMER][POSITIVE] OK perfect alright thank you so much. I'll get that question over.
[AGENT][POSITIVE] OK, yes ma'am and you are welcome and I will make a note that we talked and and that you're sending it, you know, by uploading and yes, everything will be fine.
[CUSTOMER][POSITIVE] OK. Thank you for your help.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. I'm so sorry you had to, it's so frustrating. I'm so sorry about that.
[CUSTOMER][POSITIVE] Well, that's OK. You know, I'll be honest with you, my son had his surgery in October and I was, um, getting all these bills and I was hoping for some financial assistance, and then my boss reminded me that we have this benefit and I was, I mean, I honestly had kind of forgot about it, so I'm just, uh, thankful that we have this, so I've never used it, but hey, um, I'm thankful for it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, do not forget.
[AGENT][NEUTRAL] Yes, and a lot of people say that, never forget, always use us as secondary.
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] Yeah, I just forgot.
[CUSTOMER][NEUTRAL] Totally forgot about it.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Well, I'm glad somebody reminded you.
[CUSTOMER][POSITIVE] All right. Thank you so much for your help.
[AGENT][POSITIVE] Oh, you are welcome, Miss [PII].
[CUSTOMER][NEUTRAL] Me too.
[AGENT][POSITIVE] You are welcome. Can I do anything else for you?
[CUSTOMER][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] I don't think so. I'm gonna get this all filled out and submitted today.
[AGENT][POSITIVE] OK, yes ma'am, yes ma'am. Alright, well you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you.