AccountId: 011433970860
ContactId: 887c6d53-a4c4-4b27-a64c-42a37d09a2f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 775340 ms
Total Talk Time (AGENT): 310744 ms
Total Talk Time (CUSTOMER): 316193 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/887c6d53-a4c4-4b27-a64c-42a37d09a2f8_20250515T17:49_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, uh, I, I hear you so well. Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Yes, now I hear you. Hi, how are you? I'm, uh, I, I currently have APL It's my, uh, job provider.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, and I wanted, I wanted to ask a question, and I don't know if you could help me. I had a few exams that I've done, medical exam.
[CUSTOMER][NEUTRAL] And like an MRI, uh, ultrasounds for my wife, and I wanna know how I can file it through APL.
[AGENT][NEUTRAL] OK, I can help you file a claim. Can I get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, my, um, my name is [PII].
[CUSTOMER][NEUTRAL] And my cell phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, sir. And then what is your policy number, [PII]?
[CUSTOMER][NEUTRAL] The policy number, hold on one second, um.
[CUSTOMER][NEUTRAL] It is I, or I just put it here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 259.
[CUSTOMER][NEUTRAL] 25.
[AGENT][NEUTRAL] OK, do you see an inpatient or an outpatient certification number on your card?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I see in hospital card num uh, something, um, and outpatient benefit number which one is it?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Either one will work.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 337.
[CUSTOMER][NEUTRAL] 502.
[CUSTOMER][NEUTRAL] ML 7
[AGENT][POSITIVE] OK, thank you. I appreciate you giving me that.
[AGENT][NEUTRAL] Let me look up your policy. OK, [PII], um, would you please verify your date of birth for me?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, my, my date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and then I'm also going to need your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello? Yes, and then the next one is
[AGENT][NEUTRAL] I can hear you.
[CUSTOMER][NEUTRAL] Yeah, the next one is [PII].
[AGENT][NEUTRAL] OK, and what is your email address, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you for verifying your policy for me, [PII]. OK, so the best way to file your claim is through our online service center.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] It's a portal to your policy. It'll give you confirmation and status of the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give you that um address to go to.
[CUSTOMER][POSITIVE] How do I, yeah, I, I would love to learn how to do that. OK, hold on one second. I'm just writing it down, putting it in my notes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] You're gonna go to.
[CUSTOMER][POSITIVE] One sec sorry, sorry, I'm just, uh, document, OK, I'm ready for you.
[AGENT][NEUTRAL] OK, you're gonna go to [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so just to confirm, it's [PII]?
[AGENT][POSITIVE] It's secured, [PII]
[CUSTOMER][NEUTRAL] Oh, secured, OK, oh sorry.
[CUSTOMER][NEUTRAL] So let me just verify again it's secured. [PII].
[AGENT][POSITIVE] Yes, you've got it correct.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK and once you go in there you're gonna sign up as a new user.
[CUSTOMER][NEUTRAL] OK, so I could create like a user or anything?
[AGENT][NEUTRAL] Yes, you're gonna be signed up as a new user.
[CUSTOMER][NEUTRAL] New user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your second step is going to be you're an individual with.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] An APL policy.
[CUSTOMER][NEUTRAL] The individual what I'm sorry it broke up.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Individual with an APL policy.
[AGENT][NEUTRAL] APL like Apple Public, American Public Life.
[CUSTOMER][NEUTRAL] Individual APR policy.
[CUSTOMER][NEUTRAL] Like, um
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, so the first of the side of the user then individual APL policy.
[AGENT][NEUTRAL] Yes, then after you choose your username and your password.
[CUSTOMER][NEUTRAL] Choose user and password OK.
[AGENT][NEUTRAL] And you get in the site.
[AGENT][NEUTRAL] After you choose that and you get into the website, you're gonna choose claims and forms.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, I, I, I, I really
[CUSTOMER][NEUTRAL] Sorry, I don't hear you so well, so I get in the website.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I go to claims and forms.
[AGENT][NEUTRAL] You're gonna choose
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, done next.
[AGENT][NEUTRAL] Then you choose the Medlink claim form. It's MED.
[AGENT][NEUTRAL] LINK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] I, I, I'm so sorry, it's like breaking up on your end. It's ME.
[AGENT][NEUTRAL] D as in dog.
[AGENT][NEUTRAL] L I K.
[CUSTOMER][NEUTRAL] OK, MED.
[CUSTOMER][NEUTRAL] L I K.
[CUSTOMER][NEUTRAL] M E D L I K.
[AGENT][NEUTRAL] And you choose that claim form.
[AGENT][NEUTRAL] L I N K N as in Nancy K.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Medin OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] When you download that claim form it has instructions on there exactly what you need to send in with your claim.
[AGENT][NEUTRAL] Which
[AGENT][NEUTRAL] Is going to be your.
[CUSTOMER][NEUTRAL] OK, so once I download that, uh.
[AGENT][NEUTRAL] It'll give you that first page gives you instructions.
[CUSTOMER][NEUTRAL] I, is there, is there a way, is there a way you can like.
[CUSTOMER][NEGATIVE] Is there a way you could call me back like right now [PII]t because the connection is very bad.
[AGENT][NEUTRAL] Yes, I can do that. Hold on real quick, let me see if I can fix it.
[CUSTOMER][POSITIVE] Thank you, uh, uh, OK, thank you.
[AGENT][NEUTRAL] Can you hear me, [PII]?
[CUSTOMER][POSITIVE] much better, yes.
[AGENT][NEUTRAL] OK, good. Alright so um once you download the claim form, that first page is instructions on how to file a claim.
[AGENT][NEUTRAL] And you'll need to get your explanation of benefits.
[AGENT][NEUTRAL] From your primary insurance carrier.
[CUSTOMER][NEUTRAL] Wait, so sorry, after downloading the, wait, so after downloading claim form, that first page on the first page, then what?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it tells you what you need to send in with your claim, which will be your explanation of benefits.
[AGENT][NEUTRAL] From your primary insurance carrier.
[CUSTOMER][NEUTRAL] Um, OK, so it will need, it will need to explain the primary benefits.
[AGENT][NEUTRAL] No, the explanation of benefits.
[CUSTOMER][NEUTRAL] The claim benefits sorry.
[AGENT][NEUTRAL] You'll need the
[CUSTOMER][NEUTRAL] Oh, the, OK, thank you. The expiration?
[AGENT][NEUTRAL] B.
[AGENT][POSITIVE] Mhm. A benefits.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Which is also called an
[CUSTOMER][NEUTRAL] From the primary insurance, right?
[AGENT][NEUTRAL] Yes. And then you'll also need to send in your itemized statement.
[AGENT][NEUTRAL] With your diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] You doses and procedure code?
[AGENT][NEUTRAL] Yes, that will come from the facility that you went to to have the MRI or the ultrasound and you'll need one from each facility.
[CUSTOMER][NEUTRAL] OK, so I can pick that up. It's not that I need them to contact you, right? I could do it myself.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And those 3 documents explanation of benefits, the claim form, and the itemized statement.
[AGENT][NEUTRAL] Will need to be uploaded.
[AGENT][NEUTRAL] When you submit your claim.
[CUSTOMER][NEUTRAL] Wait, so it would be the explanation of benefits, so 3 documents needed just to make sure, OK.
[CUSTOMER][NEUTRAL] Is the explanation of benefits.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Claim form and what else?
[AGENT][NEUTRAL] The item
[AGENT][NEUTRAL] The itemized statement.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll be able to submit it in the online service center once you submit it, you'll get a confirmation number that we've received it.
[CUSTOMER][NEUTRAL] OK, yes, I have all that.
[CUSTOMER][POSITIVE] If I'm frustrating that down sorry I'm being like so.
[AGENT][NEUTRAL] No, it's OK. It's the first time you've done it.
[CUSTOMER][NEUTRAL] OK, got it. Then there is a confirmation, yeah, so, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's what you'll need um once you do it through the online service center you'll get that confirmation.
[AGENT][NEUTRAL] A number and it'll also give you uh the status as it's being processed.
[CUSTOMER][NEUTRAL] Can I ask you a question? I'm on [PII], and it says that the, the safari can't open that page. Is that, did I spell something wrong?
[CUSTOMER][NEUTRAL] It's I, I'm at secure.
[AGENT][NEUTRAL] Now, you'll have
[AGENT][NEUTRAL] You'll have to use Google Chrome and you'll have to use Google Chrome and a computer.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Got it. I, I just got it actually, yes. So I then my mistake was that I put [PII] before when I put, when I put, when I start security works. I don't know why.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] So I, I see. OK, so when I sign up with a new user, how will it populate my information?
[AGENT][NEUTRAL] How will it populate it?
[CUSTOMER][NEUTRAL] Like how do I have to, yeah, yeah, so when I, when it, how do I time my the even if I'm, if I'm not, I'm technically not a new user because I'm, I'm with APL.
[CUSTOMER][NEUTRAL] So when I created.
[AGENT][NEUTRAL] But you're a new user to the online service center.
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Do I have to put my, my APO number anywhere or no?
[AGENT][NEUTRAL] No sir, you'll put your um social security number in and that'll tie you into all of your policies that you have with us.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Got it, got it. OK.
[CUSTOMER][POSITIVE] Got it. OK, so I, I, I know I have now I know what to do. I just have to get. OK, perfect. It's very helpful. Thank you.
[AGENT][POSITIVE] You're so very welcome.
[AGENT][POSITIVE] And if you get stuck while you're doing it, just pick up the phone and call us and we'll help you through it, OK [PII]?
[CUSTOMER][POSITIVE] I appreciate your help and.
[CUSTOMER][POSITIVE] Thank you again.
[AGENT][POSITIVE] You're very welcome. Is that everything I can help you with today?
[CUSTOMER][NEUTRAL] Uh, that's all.
[AGENT][POSITIVE] OK well you have a blessed day and thank you for calling APO.
[CUSTOMER][POSITIVE] Yes thank you have a good one.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye, sir.