AccountId: 011433970860
ContactId: 72751702-7a84-4e7a-974d-6307b975a2f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424230 ms
Total Talk Time (AGENT): 267409 ms
Total Talk Time (CUSTOMER): 119716 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/72751702-7a84-4e7a-974d-6307b975a2f1_20250501T16:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was enrolled in [PII] with American Public Life.
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] And I just, and they did just try to.
[CUSTOMER][NEUTRAL] I, I thought my in the uh where I had uh insurance benefits it was filed with you all but I don't think it was ever filed with you with you all. Is it too late to file for a claim?
[AGENT][NEUTRAL] OK, so you have a coverage with us. You said that you'd enrolled back in [PII] and you're wanting to see if we ever received a claim for you for a particular data service. Yes ma'am, I can help you with that. OK, um, so first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] OK, thank you. And Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you happen to still know the policy number? If not, Miss [PII], I can look it up with your social. OK, good.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] So that would be the outpatient benefit cert number.
[AGENT][NEUTRAL] Uh-huh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, 1,480,320 [PII].
[AGENT][NEUTRAL] OK, thank you. If you'll give me just a moment please to get your policy information pulled up.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. And once again, Miss [PII], I will need to verify several things with you first for security and also any information that I provide for you today would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and the phone number that we have on file for you is different than the one you gave me. What's the number, another phone number that we could have had?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now is that still a valid phone number for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And then the one that you get.
[CUSTOMER][NEUTRAL] That's just my cell number.
[AGENT][NEUTRAL] OK, that is your cell number, the one ending in [PII]?
[CUSTOMER][NEUTRAL] Yes, the other one is work.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh, OK, thank you. And then your email that we would have had on file for you at the time?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's oh wow, I'm not sure. It could be [PII].
[AGENT][NEUTRAL] OK, thank you very much. Yes, ma'am, that is the email that we have on file for you. OK, so what is the data service, Ms. [PII], that you would like for me to check?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Looks like
[CUSTOMER][NEUTRAL] 5622.
[AGENT][NEUTRAL] OK, let me check that for you.
[AGENT][NEUTRAL] OK, so yes, ma'am, do you have a total bill amount for that data service?
[CUSTOMER][NEUTRAL] 607.
[CUSTOMER][NEUTRAL] 607.
[AGENT][NEUTRAL] OK, so no, ma'am, we do not have a claim on file for you for that data service of 5-6-2022. Now you can still file the claim with APL. We didn't, we have a no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So is that email address still valid for you that we verified?
[CUSTOMER][POSITIVE] Oh, great.
[CUSTOMER][NEUTRAL] Uh, yes, yes, yes.
[AGENT][NEUTRAL] OK, now what I can do, Ms. [PII], is I can email you the claim form that will have the instructions, or was, was the provider going to file it for you?
[CUSTOMER][NEUTRAL] No, I am because I have a copy of uh the primary remittance.
[AGENT][NEUTRAL] OK, alright, so yes ma'am, now if you have access to the Internet, I can just tell you exactly where to get that claim form and you can just print it from there. It's whichever you prefer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me ask you something. Do you cover deductibles?
[AGENT][NEUTRAL] Uh, of covered services, yes, ma'am, did we would have to receive the claim to review the service for that, you know, that you received, um.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, I am ready for how where I can retrieve the claim form.
[AGENT][NEUTRAL] OK, and so the website you would go to is [PII].
[AGENT][NEUTRAL] Dot
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you're, are you pulling that up now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, I'm just writing it down.
[AGENT][NEUTRAL] Oh, OK. So yes, ma'am, uh, so when that website pulls up, that's our main web page and at the top, you're going to see where it says claims and forms.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you would click on that link and then you're just gonna scroll down the page.
[AGENT][NEUTRAL] And you're gonna see us about middle ways down that page you will see a box that says filter by product.
[AGENT][NEUTRAL] With a little green arrow in it.
[AGENT][NEUTRAL] Little green drop down arrow.
[AGENT][NEUTRAL] And you will click on that drop down arrow and it's gonna give you a list of different types of forms you were looking for the word med link.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Netlink OK.
[AGENT][NEUTRAL] Mhm. So you would just click on the word med link.
[AGENT][NEUTRAL] And then you should see out to the right on the screen a button that says download form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would just click on that and it will open up the claim form and the very top section of that first page gives the instructions for what other documentation you will also need to submit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then there is a fax number at the bottom of page one on the claim form.
[CUSTOMER][POSITIVE] Very good.
[AGENT][NEUTRAL] And that fax number is our secured fax line, so you could just fax it to that number and put attention claims department.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That would be the quickest way for you to submit this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, very good.
[AGENT][NEUTRAL] OK. So is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] That was it.
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Well, you're welcome, Ms. [PII] and thank you for calling APL. I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you very much. Bye bye.