AccountId: 011433970860
ContactId: 700a5201-03ca-44e8-b1fd-3b5f6240a9da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390359 ms
Total Talk Time (AGENT): 212924 ms
Total Talk Time (CUSTOMER): 140839 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/700a5201-03ca-44e8-b1fd-3b5f6240a9da_20250123T20:44_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, I am calling real quick, um, having issues, um, online trying to do it online, so I'm calling to see what other ways I could send in a claim.
[AGENT][POSITIVE] Oh yeah, I'd love to help you um with that today. Do you mind if I get your name and a good callback number real quick, please?
[CUSTOMER][NEUTRAL] Uh, my name's [PII] Call back number [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, one second.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Policy number is 0222.
[CUSTOMER][NEUTRAL] 365 5
[AGENT][NEUTRAL] Perfect, and give me one second to get that pulled up for you. I'm just gonna have to verify your information real quick. Is that OK?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] Perfect. Would you be able to verify with me please your um last name and your date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect, I really appreciate that and if you don't mind we're just gonna verify that mailing address on file please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] The mailing address [PII].
[AGENT][NEUTRAL] Perfect and then it just looks like that email address is the last thing to verify today.
[CUSTOMER][NEUTRAL] Um, it should be [PII], I mean [PII]. I actually just provided that email earlier today.
[AGENT][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] You said what about that email earlier today?
[CUSTOMER][POSITIVE] I actually just provided it earlier today. I called already and I was gonna try to do it online, yeah.
[AGENT][POSITIVE] Oh perfect.
[AGENT][NEUTRAL] So um I can definitely talk to you about some troubleshooting for that online service center and see if we can get that claim through and I can also give you um our fax and our mailing address as well, OK? Um, do you want me to help you with troubleshooting or do you just want the other information?
[CUSTOMER][NEUTRAL] Let me take the fax number real quick.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, let's try to troubleshooting first.
[AGENT][NEUTRAL] OK perfect um so the first thing um the first thing to look at is are you on a computer or you doing it from like a tablet or a mobile device?
[CUSTOMER][NEUTRAL] A computer.
[AGENT][NEUTRAL] OK perfect and then do you know what web browser you're using?
[CUSTOMER][NEUTRAL] Using Chrome.
[AGENT][POSITIVE] Chrome, perfect. OK, it's designed for Chrome and then your file size on the upload is it under 20 megabytes?
[CUSTOMER][NEGATIVE] I can't even get I can't even create uh.
[AGENT][POSITIVE] Oh, you can't even, OK. I'm so sorry. I thought we were troubleshooting not being able to submit the claim, but I can certainly help you with the account too. So I'll start there instead. I'm sorry.
[CUSTOMER][NEUTRAL] Uh, an account.
[AGENT][NEUTRAL] Um, let me pull up.
[CUSTOMER][NEUTRAL] And when I and when I do it when I do a claim, do I just, I just, I need to fax like an explanation or there's a form or something?
[AGENT][NEUTRAL] That.
[AGENT][NEUTRAL] Yeah, so we have a claim form if you, um, not the part of our website where you're like logging in, but if you just go to [PII] and in that top right corner you'll see like the.
[AGENT][NEUTRAL] Uh, there'll be like a claims and form link and you can pull your form, your claim form from that website.
[CUSTOMER][NEUTRAL] OK, well let me ask you a question real quick, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So this is a gap insurance coverage we have and my coworker told me that we might get or we could get a part of our.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Deductible that we pay back. So which form would I fill out for that? I see it's a positive.
[AGENT][NEUTRAL] OK, yeah, so you'll want the one called Medin and it might be on the 2nd page because all the forms are listed in alphabetical order.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sort of med link claim form and download it now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then that um that first page on that meddling claim form it's gonna tell you everything you need um to submit your claim so what what documents you'll need like your explanation of benefits, um, your itemized bill with your procedure codes, your diagnosis codes and so I'll give you an idea of like what documents it requires, and then you can just upload those along with that form and then that's all we need to get your claim going.
[CUSTOMER][NEUTRAL] Say that again, um, I'm sorry, I'm sorry, I'm sorry so.
[CUSTOMER][NEUTRAL] Um, OK, so fill out this form and just, I'm gonna just, I'm just do it via fax. I don't wanna deal with the.
[AGENT][NEUTRAL] OK, that's totally fine. Um, on the if you're looking at that claim form our fax number is gonna be on the bottom of that first page and you would just make it attention to APL claims on that fax.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, sounds good.
[AGENT][NEUTRAL] Do you have any questions about like documents you might need or forms you need to ask for from your doctor's office or anything like that I can help you with?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, I didn't hear you. Say that again for me.
[AGENT][NEUTRAL] Yeah, do you have any questions on like um just getting your supporting documents together or anything like that?
[CUSTOMER][POSITIVE] No, I think I already got everything. I already reached out to the insurance company and stuff. I got the explanation of benefits for every time I went.
[CUSTOMER][NEUTRAL] And I'm trying to get a copy of the policy, but they, he, he didn't send me a copy of the policy. Do I need a copy of the policy?
[AGENT][NEUTRAL] You shouldn't need a copy of the policy to submit the claim at all, but if you want I can um I can email you a copy of your policy to your email address on file.
[CUSTOMER][NEUTRAL] No I'm talking about for my because it asks for information for the old Medicare, I mean for the old health coverage.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] No, all you'll need is your explanation of benefits that shows um how they um applied things to your copay, co-insurance and deductible because that's how we determine what we can pay.
[CUSTOMER][NEUTRAL] I'm gonna just I
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] All right sounds good.
[AGENT][POSITIVE] Well [PII], if you have any questions along the way or you need help, don't hesitate to reach out. We're all here to help you and we'll do our best to take care of you.
[CUSTOMER][POSITIVE] All right thanks again for your help.
[AGENT][POSITIVE] Hey, my pleasure. You take care. Thank you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye