AccountId: 011433970860
ContactId: 8a2188f4-6177-4c16-be39-62baa90e6bef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 577590 ms
Total Talk Time (AGENT): 272892 ms
Total Talk Time (CUSTOMER): 190121 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/8a2188f4-6177-4c16-be39-62baa90e6bef_20250515T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII], my name is [PII]. I called a few minutes ago but I got disconnected.
[CUSTOMER][NEUTRAL] I'm trying to find out how to file a claim.
[AGENT][POSITIVE] Oh, Miss [PII], I'm so sorry about that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, may I get your call back number just in case we're disconnected I can call you right back.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, I think it'd be better because this one is kind of like coming in and out it's uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, Ms. [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, that's a good question because I don't have that with me.
[AGENT][NEUTRAL] OK, I can look it up with your social.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me know when you're ready.
[AGENT][POSITIVE] I'm ready if you are.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if I can pull your policy up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], I have you pulled up. 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] It's [PII]. Um my email is [PII].
[CUSTOMER][NEUTRAL] And I forgot the third question.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the phone number that you gave me to call you back on, is that your cell phone?
[CUSTOMER][POSITIVE] That's my cell phone, correct.
[AGENT][NEUTRAL] OK, and it looks like I have your work email address.
[CUSTOMER][NEUTRAL] Uh, it could be.
[CUSTOMER][NEUTRAL] Hold on, let me see if it's.
[CUSTOMER][NEUTRAL] Let me tell you exactly which one is it because I don't wanna give you a wrong one.
[AGENT][NEUTRAL] It's at [PII].
[CUSTOMER][NEUTRAL] Yeah, they be [PII], uh, hold on, yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just the one it's uh [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. I appreciate you verifying your information for me um and you're wanting to file a claim on this policy, uh, which would be the Medlink, is that correct?
[CUSTOMER][NEUTRAL] Um, I don't know what the name of the policy is. I, I know that they have like a gap insurance. Yes, I have it on you guys, but that's about it.
[AGENT][NEUTRAL] Your gap insurance?
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] OK. Let me give you um your policy number first, so you have that.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] OK, it's 2250.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] 1637.
[CUSTOMER][POSITIVE] 250-1637. OK. 2501637. OK, perfect.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, correct. OK, and then I'm gonna give you a website to go to to sign up for.
[AGENT][NEUTRAL] So that you can file your claim through there it's the easiest way for you to do it and they give you um confirmation and status of the claim.
[CUSTOMER][NEUTRAL] OK perfect um so do I have to pay before or I can go ahead and give this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To the company or that that's performing the test and they say if if there is any gap, this is my policy number.
[AGENT][NEUTRAL] Yes, you can give it to them and.
[AGENT][NEUTRAL] When you give them your major medical insurance card, give them this insurance card also.
[AGENT][NEUTRAL] And if they want to call and verify your benefits, you can give them the same number that you called.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they can verify the benefits over the telephone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's real quick and um the ideal thing would be is if they could file for you on your
[CUSTOMER][NEUTRAL] Yes, I'm gonna call them and and give them the policy number. Is that the only thing that I need to give them just the policy number?
[AGENT][NEUTRAL] No, you'll also need to, there's some information I'm gonna give to you that you'll need to give to them so that they can file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the first thing I'm gonna give you is the payer ID number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, and that's so that they can send the claim elect.
[AGENT][NEUTRAL] Electronically
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If they, if they choose not to do that, they can mail it in and let me give you the mailing address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that? A?
[AGENT][NEUTRAL] APL, A [PII] in apple, [PII] [PII] in [PII] in Lima, claims.
[CUSTOMER][NEUTRAL] Claims mhm.
[AGENT][NEUTRAL] And and that is PO [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, and that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so I'm gonna repeat it [PII].
[AGENT][POSITIVE] Yes, that's good. They're also going to need your effective date of the policy and let me give you that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] And they will need your group.
[AGENT][NEUTRAL] ID number
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me give you that, it's 26521.
[CUSTOMER][NEUTRAL] 26521. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. I see uh
[CUSTOMER][NEUTRAL] That'd be good if they can do it for me.
[AGENT][POSITIVE] Yes, yes, that would be wonderful and if they don't let me give you uh our website so you can file the claim yourself.
[CUSTOMER][NEUTRAL] OK. All right, your website is?
[AGENT][POSITIVE] Secured, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Secure with a [PII] at the end?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so it's secure at
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] It's secure.t.
[CUSTOMER][NEGATIVE] Uh, but I'm missing something secure. Am.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you decide to send the claim in yourself you'll need to sign up on that uh site.
[AGENT][NEUTRAL] And when you get signed up, you'll go into claims and forms.
[CUSTOMER][NEUTRAL] OK claims forms.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you would choose the Medlink and it's M E D L I N K.
[CUSTOMER][NEUTRAL] OK, uh huh.
[AGENT][NEUTRAL] That's the claim form you'll choose on that first page of the claim form once you download it, it gives you step by step instructions what you need to do and what needs to be sent in with your claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, very good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much for your help.
[AGENT][POSITIVE] And if you ever get stuck, you're welcome. And as always, if you ever get stuck or you need further help, just please pick up the telephone and give us a call, OK?
[CUSTOMER][POSITIVE] I will thank you very much have a great day.
[AGENT][POSITIVE] You too you have a wonderful day too, Ms [PII] bye bye ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty bye bye.