AccountId: 011433970860
ContactId: 991cb3e6-3789-4640-902e-a6f57b01e48f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224880 ms
Total Talk Time (AGENT): 83343 ms
Total Talk Time (CUSTOMER): 102240 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/991cb3e6-3789-4640-902e-a6f57b01e48f_20250515T18:18_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII], um, I was trying to file a claim online.
[CUSTOMER][NEUTRAL] And I'm confused. One, the form that I have said that if I'm filing on the online center I don't need a claim form. Well then I'm not sure how I file it. Am I just uploading files?
[AGENT][POSITIVE] OK, I'll be happy.
[CUSTOMER][NEUTRAL] For Medlik.
[AGENT][POSITIVE] OK, I'd be happy to take a look at that for you. Um, may I have your policy number please?
[CUSTOMER][NEUTRAL] Um, hold on, good question. Let me find it.
[CUSTOMER][NEUTRAL] Um, it is 02560304.
[AGENT][NEUTRAL] And if you can please verify your name, date of birth and um address.
[CUSTOMER][NEUTRAL] Um, it's listed under, it's listed under [PII]. I'm [PII].
[CUSTOMER][NEUTRAL] Do you need his birthday or mine?
[AGENT][NEUTRAL] Yours.
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Um, so that, that is, so you said Medlink, um, so with Medlink correct if you upload it, the only thing we need is the diagnosis code for the data service and the EOB from your primary insurance for that data service. Those are the only two things we'll need.
[CUSTOMER][NEUTRAL] OK, so if I just have, I unfortunately the EOB lists like everything that was processed in that month.
[CUSTOMER][NEUTRAL] So do I need to circle anything highlight anything?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, well, I think the processing would go faster if you crossed out what you don't want us because if you send it as is, we have to address everything so if it's 30 things we have to address all 30, but if it's only 1 out of that 30 cross everything out, circle what you want us to process, and that'll be the processing time would um be a lot faster.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and if I send the bill from the doctor's office that has the, the codes, um, it has the diagnosis diagnosis codes, you don't need them written on the EOB?
[AGENT][NEUTRAL] Diagnosis, not procedure.
[AGENT][NEUTRAL] No, yeah, we need official. It has to be official medical.
[CUSTOMER][NEUTRAL] Yeah, it's got, it says diag diagnos.
[CUSTOMER][NEUTRAL] Yeah, they just got the diagnosis codes on their itemized bill.
[AGENT][NEUTRAL] OK, the diagnosis, not the procedure codes, right?
[CUSTOMER][NEUTRAL] Yeah, yeah, it says DIAG 1 and then number 23 and 4 all listed on it.
[AGENT][POSITIVE] OK, good, good, good, good, good.
[AGENT][POSITIVE] Yes, that's what we need.
[CUSTOMER][NEUTRAL] OK, so I don't need to write those on the EOB.
[AGENT][NEUTRAL] No, no, because it has to be officially from the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK. Was there anything else?
[CUSTOMER][NEUTRAL] Um, then I just go to the upload files and that'll file the claim.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] I don't have to fill out an an actual claim form.
[AGENT][NEUTRAL] No, those are the only two things we need, diagnosis and EOB.
[CUSTOMER][POSITIVE] OK perfect I just wanted to make sure I wasn't missing something.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that would be it. Thank you very much for your help.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm. Bye-bye.