AccountId: 011433970860
ContactId: 894021f4-a1e0-44f6-a30e-72298a506808
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 618059 ms
Total Talk Time (AGENT): 276794 ms
Total Talk Time (CUSTOMER): 193153 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/894021f4-a1e0-44f6-a30e-72298a506808_20250602T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon. I'm calling because I, um,
[CUSTOMER][NEUTRAL] I have APL as my secondary insurance, and I recently had a baby, um, and so I got a few claims.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, and I was covered by my primary insurance for most of the things, but there are a couple of things that I wasn't. So I was wondering if I could, um,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Get assistance with that.
[AGENT][NEUTRAL] Yes, I can help you file a claim. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Is that the group number?
[AGENT][NEUTRAL] It might say um inpatient or outpatient cert number.
[AGENT][NEUTRAL] Might start with a 02 or 01.
[CUSTOMER][NEUTRAL] I have the in-hospital and the outpatient.
[AGENT][NEUTRAL] Yes, one of those numbers, please.
[CUSTOMER][NEUTRAL] I have 2.
[CUSTOMER][NEUTRAL] OK. 0249.
[CUSTOMER][NEUTRAL] 76
[CUSTOMER][NEUTRAL] 09
[CUSTOMER][NEUTRAL] M like Mary, L like Larry, 7.
[AGENT][NEUTRAL] OK, let me pull up your policy real quick.
[AGENT][NEUTRAL] OK, [PII], um, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we would have on the policy for you?
[CUSTOMER][NEUTRAL] You said phone number, email address, and what else?
[AGENT][NEUTRAL] Your
[AGENT][NEUTRAL] Your your street address, your email address and your phone number.
[CUSTOMER][NEUTRAL] OK, my street address is um [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the email I'm gonna give you two because I'm not sure um it might be either [PII] or [PII].
[AGENT][NEUTRAL] It looks like we have the EDU email address for your work.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] That's what's in there, um.
[CUSTOMER][NEUTRAL] Which is actually, I don't know if I can change that because it, it no longer works uh since it was in.
[CUSTOMER][NEUTRAL] Um, a school email, it's already closed.
[AGENT][NEUTRAL] Oh OK all right well let's get that updated for you then um let me change it what is the email address you would like for it to be?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So my first name, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like my last name [PII].
[AGENT][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] [PII]. OK, let me get that updated.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] And let me double check it real quick. I wanna make sure it's stuck.
[AGENT][NEUTRAL] OK, I've got your, well, no, it didn't stick. OK, let's try it again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll get it fixed.
[AGENT][NEUTRAL] Sometimes it does that. sometimes it gives me fits.
[CUSTOMER][NEUTRAL] I understand.
[AGENT][POSITIVE] Now we've got you fixed up. I've got it in there now. OK, so.
[AGENT][NEUTRAL] Now I did see that there was a claim filed for you that's already been paid out by check um to HCA Florida Kindle Hospital.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That was sent in by them um.
[AGENT][NEUTRAL] It was for um hospital stay.
[AGENT][NEUTRAL] And it paid $7,838.41.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So they may have filed the claim for you on this part of it anyway.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Would you like the check number so you have it for your records?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it's 204.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 6691.
[AGENT][NEUTRAL] And it's for date of service of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And you said it was for how much? 7000?
[AGENT][NEUTRAL] $7,838.41.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And let me like what day that that check went out um check was sent on [PII].
[CUSTOMER][NEUTRAL] OK, so I have to see what else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, now, I have one more question. Um, as far as my daughter goes, I also have, have the, the, like the APL for her as a secondary insurance, and I'm getting billed, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Or let me see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] An her information.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm getting bills for a total of $1,320.31.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And when was she born?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, she is on your policy, so you can go ahead and file claims for her. Uh, if the hospital has already filed the claim for her, then it would just come back as a duplicate.
[AGENT][NEUTRAL] So if you wanted to go ahead and do that you can.
[CUSTOMER][NEUTRAL] How, how would I know though? Cause I keep getting the bill from, um, it's called Kids.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Medical services, um.
[AGENT][NEUTRAL] Oh, OK, so.
[CUSTOMER][NEGATIVE] So it doesn't look like it's paid for.
[AGENT][NEUTRAL] Right, and, um, this, um.
[AGENT][NEUTRAL] The one that was paid was from Kindle Hospital so that's a different provider so actually I would go ahead and file the claim.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, on behalf of your daughter.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And let me give you where you need to go to file it.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Um, you're gonna go to our online service center. Do you have a pen and paper ready to write it down?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it's gonna be secured [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Dot A like Apple Michael Aub.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you get in there you're going to sign up as um a new user so you're gonna choose create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you do that um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It'll prompt you what to do the rest of the way to sign in you'll need to use the email address that you just gave me.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] As your um username.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because that's, that's, you have to use email and.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] We have to make it sure everything matches so it ties you in good.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect, so I'm gonna do that.
[AGENT][NEUTRAL] Alright and then um you'll click on.
[CUSTOMER][POSITIVE] Sounds good thank you so much.
[AGENT][NEUTRAL] You're very welcome. Your, your, um, policy that you're gonna use is gonna be Medlink that's the name of it, and you would also use the Medlink claim form.
[CUSTOMER][NEUTRAL] Madely.
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, I'll try that now. Thank you so much.
[AGENT][POSITIVE] You're welcome and if you get stuck, just pick up the phone and call us and we'll help you through it, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL and congratulations on your new baby.
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][POSITIVE] Thank you so much. Have a good one.
[AGENT][POSITIVE] You're welcome. You take care. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye.