AccountId: 011433970860
ContactId: 82ff4bb1-3b4c-4a9a-a2b8-c76f5f5dce46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 567119 ms
Total Talk Time (AGENT): 226841 ms
Total Talk Time (CUSTOMER): 251603 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/82ff4bb1-3b4c-4a9a-a2b8-c76f5f5dce46_20250321T14:42_UTC.wav
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[AGENT][NEUTRAL] No one is gracias [PII].
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Don't, don't say
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Sit up, take the sea.
[CUSTOMER][NEUTRAL] No, no, no, hello.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] So you might have one of theirs come with that.
[CUSTOMER][NEUTRAL] See one of the, I hope uh it uh on my EOB with the DDX coach.
[AGENT][NEUTRAL] OK, call us in [PII].
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] It's a it's a numeral person like I like.
[AGENT][NEUTRAL] Yeah, I see yes. What is it about hold the inpatient or outpatient beneficial?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well, uh, one of thing going like a is an insured my name and coverage individual group is a salute number.
[CUSTOMER][NEUTRAL] SSL number.
[AGENT][NEUTRAL] They see the, the hospital number Abajo. mhm.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Abajo is a uh group number or ariva payvajo.
[CUSTOMER][NEUTRAL] In hospital benefits uh 3 number.
[AGENT][NEUTRAL] Uh yes. Uh-huh, or outpatient, either one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All occupation benefit, uh, uh, either one, whichever.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK, I'm gonna give you a hospital benefits card number is [PII].
[CUSTOMER][NEUTRAL] 49.
[CUSTOMER][NEUTRAL] 692 9
[CUSTOMER][NEUTRAL] M as in mother.
[CUSTOMER][NEUTRAL] L
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Thank you. And you, I've, I've got it. That's fine. I've got it. Yes, sir.
[CUSTOMER][POSITIVE] I repeat, thank you.
[CUSTOMER][NEUTRAL] Can you tell me?
[AGENT][NEUTRAL] Can you verify your name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, yeah
[CUSTOMER][NEUTRAL] My name is uh [PII]
[AGENT][NEUTRAL] And your date of birth.
[CUSTOMER][NEUTRAL] My date of birth is uh huh, yeah, uh [PII].
[AGENT][NEUTRAL] All right, thank you. And do you mind verifying your current mailing address?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, what?
[AGENT][NEUTRAL] Your mailing address and a callback number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, my, yeah, my mail is um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your phone number?
[CUSTOMER][NEUTRAL] And my address
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Uh, my phone, my phone number first?
[AGENT][NEUTRAL] That's fine, whichever one.
[CUSTOMER][NEUTRAL] Um, my phone number you want it?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] 40
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] [PII] or is it [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah.
[AGENT][NEUTRAL] All right, thank you. And what is your mailing address, please, sir?
[CUSTOMER][NEUTRAL] Yeah, my mailing address is uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 24th Avenue.
[CUSTOMER][NEUTRAL] Apartment 606.
[CUSTOMER][NEUTRAL] Hialeah.
[CUSTOMER][NEUTRAL] Florida 33.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And do you, are you needing an explanation of benefits or are you wanting to send in a copy of your explanation of benefits?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What do you think is bad for me? Well, I, it's just that I need to fax to fax it to.
[AGENT][NEUTRAL] I can give you our fax number.
[CUSTOMER][NEUTRAL] Yeah, I need to fax it to yeah.
[AGENT][NEUTRAL] Mhm. You just tell me when you're ready.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] can you tell me Spanish please?
[AGENT][NEUTRAL] Yes, the fax number is 877.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 365
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That is correct. 9423, I apologize. Last four is 9423. Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK [PII]. OK, that's it.
[AGENT][NEUTRAL] That's right. So it's.
[CUSTOMER][NEUTRAL] So the box OK.
[AGENT][NEUTRAL] That's right. And just to verify that fax number is [PII], and if you'll please put your policy number on that fax, we'll be happy to take care of that claim.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Anything else.
[CUSTOMER][NEUTRAL] So I should um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I should fax this all this information, I mean the the form that you're gonna send me, uh, with the one I have here of APL.
[CUSTOMER][NEUTRAL] Um, to this fax number?
[AGENT][NEUTRAL] That's correct. You can fax that claim information to that fax number and if you would please put your policy number on it.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] With my policy number on it. OK, my policy number is the one that I told you, uh, at the, at the beginning.
[AGENT][NEUTRAL] That's right, the outpatient benefit hospital number, the 249-692-9.
[CUSTOMER][NEUTRAL] Uh, can you repeat, please?
[AGENT][NEUTRAL] Yeah, your policy number is 249.
[AGENT][NEUTRAL] 692 9.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh, 24-249-6929.
[AGENT][POSITIVE] That's right, yes, sir.
[CUSTOMER][NEUTRAL] It's my policy number. OK.
[CUSTOMER][NEUTRAL] Uh, so, uh, will I receive them the, the forms in my, um, by mail to my house?
[AGENT][NEUTRAL] So, let me check something for you.
[AGENT][NEUTRAL] Have you created an online account on our portal because you can actually upload the policy documents online.
[CUSTOMER][NEUTRAL] Ah, you were sending, you were sending, uh, to me online instead.
[AGENT][NEUTRAL] Well, I, I see that you have an account on our website.
[AGENT][NEUTRAL] You can actually get that claim form from our portal and then you can upload, uh-huh, and then you can also upload claim documents online as well.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] You have a username of [PII].
[AGENT][NEUTRAL] And, and you can just sign in.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] And under the claim claim forms, you would choose the med link claim form and upload those policy the claim documents online. It's a lot quicker than faxing.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh yeah, it's quick, quicker, uh, but I will have the document that I mean I will, I will have the, the forms online to upload it, no.
[AGENT][NEUTRAL] That's right. It's for the Medlink claim form, M E D L I N K.
[CUSTOMER][NEUTRAL] Yeah, but how can I?
[CUSTOMER][NEUTRAL] So how can I sign them if I don't have any physical?
[AGENT][NEUTRAL] So you would just, you can um.
[AGENT][NEUTRAL] That you can sign it online or you can print the claim form and then sign it and fax the claim information if you want to.
[CUSTOMER][NEUTRAL] Well, I think it's better if fax it because, well, uh, I was told that I should sign it.
[AGENT][NEUTRAL] Would you like for me to
[CUSTOMER][NEUTRAL] Online I I
[AGENT][NEUTRAL] Yeah. Would you like for me to email you a copy of that claim form?
[CUSTOMER][NEUTRAL] Yeah, yeah
[CUSTOMER][POSITIVE] Yeah, please. Yeah, it will be better for me. Easier, it's easier.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, I'll be
[AGENT][POSITIVE] Absolutely, and I'll be happy to email it to you and then you can just print it.
[AGENT][NEUTRAL] From there.
[CUSTOMER][POSITIVE] OK, thank you very much. So I'll repeat just in case, just in case. Y A.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] no, uh sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, sir. And I'm fixing to email that for you now, so it won't take long.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, well thank you.
[AGENT][POSITIVE] It's been my pleasure. It's, it's been a pleasure to assist you, Mr. [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] That be
[CUSTOMER][POSITIVE] Yeah, have a wonderful weekend. OK, bye. Thank you.
[AGENT][POSITIVE] Thank you. Take care bye bye.
[CUSTOMER][NEUTRAL] OK.