AccountId: 011433970860
ContactId: 75728b33-f0d9-452b-8454-aac9d86d291a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177809 ms
Total Talk Time (AGENT): 88702 ms
Total Talk Time (CUSTOMER): 72106 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/75728b33-f0d9-452b-8454-aac9d86d291a_20250618T18:34_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] just
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I was in an accident in March and I have obviously hospital bills. I don't know if I continued to pay for this program, so I just wanna see if I'm still eligible or not.
[AGENT][NEUTRAL] Let's look at the policy. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] I do um I have the APL card. I don't know if you need the outpatient benefit cert number or.
[AGENT][NEUTRAL] You can give me inpatient or outpatient. Either one works.
[CUSTOMER][NEUTRAL] OK 024874999.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Thank you. And then if I could verify, please, [PII], your date of birth and the address we would have had on file.
[CUSTOMER][NEUTRAL] [PII] and the address is [PII].
[AGENT][POSITIVE] Alright, thank you so much. OK.
[AGENT][NEUTRAL] OK, so it looks like.
[AGENT][NEUTRAL] You do have an active plan with us that is a secondary insurance. It's a gap plan, so it's meant to bridge the gap between your primary and hopefully out of pocket cost. Um, it is effective since [PII], so yeah, I mean anything that has occurred, [PII], even back in March, you could still file claims on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, um, do I just go to the website and get the claim form?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. So if you're gonna do it yourself, yep, you can go to [PII] and there's a link there for claims and forms. The form that you need is a med link claim form.
[CUSTOMER][NEUTRAL] OK, Medley Gap Insurance. OK, I see that. OK, perfect. And could I just call um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The hospital and give them this information and then they file it or.
[AGENT][NEUTRAL] Honestly, that's the easiest to still do it for you, um, to contact them and just let them know like hey, I do have a secondary um at the time didn't give it to you, can you guys go ahead and bill them if they're not willing to, um, like I said, you can still do it, but it is definitely easier if they'll do it on your behalf.
[CUSTOMER][NEUTRAL] OK, and then I can also fill out this accident claim form, correct?
[AGENT][NEUTRAL] Well you won't need that. You'll just need the meddling claim form. You don't need the accident claim form.
[CUSTOMER][POSITIVE] OK, let me get to that one because there's a bunch of different ones on here. Let me just make sure I, OK, med link claim form found it perfect. Thank you so much. I will get this handled.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, sounds good, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.