AccountId: 011433970860
ContactId: 6dcf93d2-8136-4864-bf12-d200de21bf36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216020 ms
Total Talk Time (AGENT): 75614 ms
Total Talk Time (CUSTOMER): 84131 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/6dcf93d2-8136-4864-bf12-d200de21bf36_20250616T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need help filing a claim.
[AGENT][NEUTRAL] OK, is it for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And is the policy for yourself?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Uh, do you have your, the policy number or?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the, the, the policy number is 02576846.
[AGENT][NEUTRAL] And what was your name and date of birth?
[CUSTOMER][NEUTRAL] My name is [PII] and my date of birth is [PII].
[AGENT][NEUTRAL] OK, [PII], and can you verify the address on the account?
[CUSTOMER][NEUTRAL] It should be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and are you wanting to need the information on how to file, like what is required to file it or what information do you need?
[CUSTOMER][NEGATIVE] Um, I'm on the website underneath claim forms, um, and I, I couldn't figure out which claim form I'm supposed to do. I went to a walk-in clinic and they called you guys. You guys told them it was covered and they're still sending me a bill.
[AGENT][NEUTRAL] OK, um, so on our website at [PII].
[AGENT][NEUTRAL] Um, it's gonna be, let me get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Under claims and forms, it's gonna be the.
[AGENT][NEUTRAL] That's the Medlink claim form. It's on the 2nd page.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK, download form.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah and then if you'll look at the instructions for filing the claim, be sure that you're submitting with your primary explanation of benefits, so we'll need to see how they process the claim first and then what's whatever's left over then we potentially pick up after that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so when I fax it, do I still have to fax the bill they sent me?
[AGENT][NEUTRAL] Yes, and then we'll need the, we'll need the explanation of benefits from Florida Blue.
[AGENT][NEUTRAL] Showing how they process the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Um, no, that's it. I appreciate it. Oh wait, for the, for the login, um.
[AGENT][NEUTRAL] OK. Sure.
[CUSTOMER][NEUTRAL] Is there an established log in already? Because I don't know if my dad who's the primary account owner has one.
[CUSTOMER][NEUTRAL] It's OK if you can't figure that out. I'll go bother him.
[AGENT][NEUTRAL] Um, yeah, you'll have to check with him since he's the account owner, so.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] Hey thanks for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] Have a good one. Thanks.