AccountId: 011433970860
ContactId: 84665ec6-dd55-43a5-890f-a934d7986f95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 559919 ms
Total Talk Time (AGENT): 387718 ms
Total Talk Time (CUSTOMER): 154626 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/84665ec6-dd55-43a5-890f-a934d7986f95_20250108T20:16_UTC.wav
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[AGENT][POSITIVE] Good, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was like, I've never filed a claim. I was hoping you could guide me in the, the correct direction in order to do so because my doctor's office says that I have to, I, I guess this specific doctor told me I have to do it myself. Like I have to file with the receipt file the claim.
[AGENT][NEUTRAL] OK, so you're you're needing to find out how to file a claim yourself because your provider won't file your supplemental policy. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Oh, let me get that really quick.
[CUSTOMER][NEUTRAL] I just put away so so fun.
[AGENT][NEUTRAL] No, you're fine. No, ma'am, you're fine.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK, so my, um, you need the what number again?
[AGENT][NEUTRAL] Your policy number, depending on the type of coverage you have, Mr. [PII], as to how it would be worded on your card, maybe you would see an in-hospital or an outpatient.
[AGENT][NEUTRAL] Number
[CUSTOMER][NEUTRAL] Yeah, I see in hospitals, yeah, in hospital I an outpatient. But it's a surgery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you'll notice.
[AGENT][NEUTRAL] Right, but if you'll notice on your cards, the first part of both of those numbers before the letters ML.
[AGENT][NEUTRAL] The number is the same.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So actually that first part of the number is your policy number.
[CUSTOMER][NEUTRAL] Yeah, OK, so
[CUSTOMER][NEUTRAL] Oh perfect. OK, so it's um 024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 65841
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get your information pulled up. I will have to verify several things with you first for security and then also any information provided, Ms. [PII] will 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] I
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number that we should have. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you so much. OK, so Ms. [PII], first off, I need to give you, let me look at something.
[AGENT][NEUTRAL] OK, so I'm going to give you a different policy number than the one that you gave me. You should have received.
[AGENT][NEUTRAL] Another ID card that had a different policy number on it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I'll look for it. It's probably somewhere in yeah.
[AGENT][NEUTRAL] But OK, so, OK, well, first off, have you ever set up your profile in the APL online service center portal?
[AGENT][NEUTRAL] So that you can have it.
[CUSTOMER][NEUTRAL] I have never
[AGENT][NEUTRAL] You haven't
[CUSTOMER][NEUTRAL] Yeah, I, I have never even gone online.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, it's always been done through the doctor's office, so this is the first time I have ever submit a claim.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. So, a couple of things. Um, well, first off, I can request that some additional ID cards be mailed to you. Give me just one moment.
[CUSTOMER][NEUTRAL] I try to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now it does take about 10 business days for those to be received, but your ID cards are also in this online service center portal that I was referring to, and I can email you the user guide for how to set up your profile in the portal because you can actually submit claims via the portal, but you, you do have to submit them from a computer currently the portal doesn't support mobile.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or tablet functionality.
[CUSTOMER][POSITIVE] I love you.
[AGENT][NEUTRAL] So do you have access to be able to do that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, alright, so in the email they're OK.
[AGENT][NEUTRAL] We there's a specific claim form for the Medin policies and since I'm going to be emailing you the user guide, I can include a Medlink claim form for you on the first page, Mr. [PII] of the claim form, it does tell you what documents you will need to submit to us in addition to the claim form.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's has instructions on the top so just use that as a checklist for that um once you set up your profile, you can upload the documents there you can also add in direct deposit information so that if there are benefits that we are able to pay on the claim, they could be electronically deposited.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Instead of a paper check having to be excuse me, mailed to you, but that is not required. If you would prefer a paper check, then that is fine as well. You can also opt in on the online service center to receive text notification alerts when claims have been processed.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that also gives you access to be able to check claim status, and you will be able to see all of your policy numbers because I can see that over the course of time, you've had several different policies, you know, with APL for your employer.
[AGENT][NEUTRAL] And when there have been some plan changes, you know, new policy numbers were issued, but you'll be able to see all your policy numbers and their status.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if you want to just write down this policy number, what is the policy number I'm about to give you went into effect [PII] and it is the one that is still currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if your date of services that you're gonna be filing for fall within that time range, then this is the policy number that you would need to file under.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So they, I was billed for it, um, and still in [PII] you said [PII], correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, yeah, so we're good with that, yeah.
[AGENT][NEUTRAL] Uh-huh. So your dates of service, uh-huh. OK. So the policy number, are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's 02.
[AGENT][NEUTRAL] 49
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] 693 4.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the email that I'm going to send to you in just a couple of moments, it is going to come from [PII].
[AGENT][POSITIVE] And I will put APL in the subject line for you so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you have any additional questions you can call us back.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Yeah, thank you so much for your help today.
[AGENT][NEUTRAL] Um, and actually, let me look at one thing, Ms. [PII], because it does look like that maybe you have already set up your profile in the past. Give me just one moment to check that for you. And if you have, I can give you your
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I did have
[AGENT][NEUTRAL] User name I'm still gonna email you the user guy because it gives you the instructions for you know uploading claims and all of that but you can only create one profile and you have so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00, I do not remember.
[AGENT][NEUTRAL] Oh, that's OK. So I can give you the username and you would just do the forgot password and create your new password.
[CUSTOMER][NEGATIVE] At all.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] But the user name is all lower case.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it is your first name?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] And it's all together no spaces and nothing is capitalized.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, maybe my phone, maybe I saved it, um, like automatic payments maybe I just, I didn't even think about trying it because I genuinely thought I never made an account because I did see the website on the back of the card, but I was like, no, I've never made an account so let me just call and figure it out.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, sure. I, I totally understand. Well, there's so many websites and portals this day and time. Yeah, it's very hard to keep up with it all.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And oh, yeah.
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] But I will, I will send you this in just a moment. And like I said, if you need any assistance or have any additional questions, you know, feel free to call us back and we'll be more than happy to help you.
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help.
[AGENT][POSITIVE] Well, you are certainly very welcome. And can I help you with anything else this afternoon?
[CUSTOMER][POSITIVE] That, that'll be it for now. Thank you.
[AGENT][POSITIVE] OK. Well, you're welcome, Mr. [PII], and thank you again for calling APL. I hope you have a really nice rest of your day.
[CUSTOMER][NEUTRAL] Likewise.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Perfect.