AccountId: 011433970860
ContactId: ac1f60cb-5671-4746-bb37-9ce8362ebc38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355220 ms
Total Talk Time (AGENT): 159628 ms
Total Talk Time (CUSTOMER): 160296 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/ac1f60cb-5671-4746-bb37-9ce8362ebc38_20250321T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII], um, I just need some assistance. I have just kind of forgotten. I need to file a claim, but, um, and I'm logged on to my account, but I don't see where, how I started.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, alright, I can help you with the online service center and filing a claim. Uh, can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] [PII] policy number 02054422.
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][NEUTRAL] 12.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then also, may I have your address, phone number, and email address, please?
[CUSTOMER][NEUTRAL] I'm [PII]. Did you say my phone number? [PII]. Email [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you, ma'am. And if we get disconnected, is that phone number a good phone number to call you back on?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you Ms. [PII]. Alright, so you're in the online service center and you're trying to file a claim, um, you're gonna go once you get in there, you're gonna go to claims and forms and you're gonna choose the Medli. Your policy is Medlik.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know how on tomorrow.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] She's really like my.
[AGENT][NEUTRAL] Once you get into the med link, um, up at the, the very first page will tell you what you need to send in the uh documents that you need to send with your claim form.
[AGENT][NEUTRAL] Which is going to be the itemized statement from the facility that you went to.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Do I have to sign, once I'm on this, this met link, do I have to sign in again to access this form?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, you should be able to click on your um.
[AGENT][NEUTRAL] The the policy type that you have, you should be able to click on it.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] OK, I have claims and forms and your mailing, but I don't know da da da da.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, let's do this.
[CUSTOMER][POSITIVE] Always a pleasure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Is disappointed.
[AGENT][NEUTRAL] Are you on um the online service center like did you have to use your uh username and password to get in or did you go straight to our website?
[CUSTOMER][NEUTRAL] It's gas.
[CUSTOMER][NEUTRAL] No, I'm on the met link um it's, um, I just see here on the page that I'm looking at claims and forms. Um, it also has an option in the top right hand corner to sign in but you stated that I don't need to um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Finance
[AGENT][NEUTRAL] No, you'll need
[AGENT][NEUTRAL] If you're in the online service center.
[AGENT][NEUTRAL] You'll need to use your username and password to sign in to submit your claim.
[CUSTOMER][NEUTRAL] OK, I think I never signed out, but here I am. I'm on this page and I see, yeah, I'm, I was kind of confused. I'm on this page, um, and it has a sample of the ID card in the right hand corner. Um, I can see, um, formal claims. So now what do I do from this?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, that's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you're just gonna choose the Medlink claim form and you'll upload the Medlink claim form along with your itemized bill and your explanation of benefits.
[CUSTOMER][NEGATIVE] Now that I don't see on this page. The only option I see, um, and I clicked on it, it has upload documents, um, and the top right hand corner.
[AGENT][NEUTRAL] Yes, that's what you'll need to.
[AGENT][NEUTRAL] Yes, you'll need to upload that the documents yourself.
[AGENT][NEUTRAL] So you'll need to get the
[CUSTOMER][NEUTRAL] Uh-huh, but I don't see those documents that you're telling me about though on this page.
[AGENT][NEUTRAL] No, no, ma'am, you'll have to get the itemized bill from the provider that you went to and you'll have to get the explanation of benefits from your primary insurance carrier. You'll have to down those download those to your computer and then upload them into the online service center.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so I need the ELB from insurance and I need uh the itemized bill, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] So I don't physically once I just upload these documents, that's that's it that you'll be in the statement from the.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Right, once you upload those, that will be it and they'll give you a confirmation number that we've received it.
[CUSTOMER][POSITIVE] OK. All right, thank you so, so very much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That was it, those two items, the EOB and the statement from
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] The provider what I owe OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, I will get those uploaded.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK, Ms. [PII]. You're welcome. You have a wonderful weekend. Thank you, ma'am, and thanks for calling APL.
[CUSTOMER][POSITIVE] You have a great weekend.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.