AccountId: 011433970860
ContactId: b39f8c94-0fd3-4f8e-a97c-affd6fd058df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421609 ms
Total Talk Time (AGENT): 197287 ms
Total Talk Time (CUSTOMER): 151465 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/b39f8c94-0fd3-4f8e-a97c-affd6fd058df_20250501T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, um, I have a ton of claims to submit and I don't even know where to begin or how to do this. Um, can you help me?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, I can help you with your claims. Can I please get your number and your and your name so that if our call is disconnected I can call you right back.
[CUSTOMER][POSITIVE] That would be awesome. Yes, my phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 968-008
[AGENT][NEUTRAL] OK, thank you Ms. [PII], let me look up your policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], I'll need for you to verify your policy for me.
[AGENT][NEUTRAL] Can you please um give me your date of birth?
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address?
[CUSTOMER][NEUTRAL] My address is [PII]. Sometimes it's [PII], sometimes it's [PII]. I don't know if that makes a difference. Um, and sorry.
[AGENT][NEUTRAL] OK. Yeah, yeah.
[AGENT][NEUTRAL] We have the [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And then um email address is [PII] um but it also might be underneath my husband um or under my husband [PII] or [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying that information for me.
[AGENT][NEUTRAL] OK, are you guys signed up on the online service center?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Let me look and see real quick.
[CUSTOMER][NEUTRAL] Pro
[AGENT][NEUTRAL] It's gonna be just a second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that your husband has signed up for the online service center so if you guys go into there, I, I can't give you the um login information but he should have it.
[AGENT][NEUTRAL] And when you get into the online service center, you're gonna choose claims and forms.
[AGENT][NEUTRAL] And you're going to choose [PII]
[AGENT][NEUTRAL] Claim form
[AGENT][NEUTRAL] You'll fill out the claim form and you.
[CUSTOMER][POSITIVE] I'm so sorry. I got clean.
[AGENT][NEUTRAL] Claims and forms.
[CUSTOMER][NEUTRAL] Sorry I got claim forms then Medlink.
[AGENT][NEUTRAL] Yes, Meddin claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] You'll fill out the claim form and you're going to attach or upload.
[AGENT][NEUTRAL] Your explanation of benefits from your primary insurance.
[AGENT][NEUTRAL] And an itemized statement that has your procedure codes and diagnosis codes from the uh facility that you went to.
[AGENT][NEUTRAL] Will need to be uploaded with your client form.
[CUSTOMER][NEUTRAL] OK, um, so I need to upload explanation of benefits.
[AGENT][NEUTRAL] And then you'll click on submit.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] And um and then what was the thing after that? I'm sorry it cut out.
[AGENT][NEUTRAL] It's all right. The itemized statement.
[CUSTOMER][NEUTRAL] Itemized statement of course OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, son
[AGENT][NEUTRAL] And those 3 documents will be uploaded into the online service center and then you'll submit the claim electronically.
[AGENT][NEUTRAL] It'll give you a confirmation number once we received it, so that's how you know we got it is when you get that confirmation number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome and then I submit everything online. I don't fax or anything, just everything's on the website.
[AGENT][NEUTRAL] Right now if you wanted to fax, I can give you the fax number if that's easier for you.
[CUSTOMER][POSITIVE] Oh no that's OK I think this is hopefully gonna be easier than that, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] We'll see, um, OK, awesome, thank you so much. I'll get started and then how far back can I go with my claim?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can go back to [PII].
[CUSTOMER][POSITIVE] Awesome thank you so much. I'll get going, um.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I'm just gonna kind of submit everything that I have and then APL will either pay it out or let me know why it's not, is that right? because I'm a little fuzzy on what is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Accepted and what's not.
[AGENT][NEUTRAL] Right, yes, ma'am. Um, we will, if, if it's not um a covered service on your policy, we do send a letter or you'll see in the online service center why it wasn't accepted, so they'll give you a reason why or if they need additional information, they'll let you know that also, uh, or if it's paid, it'll let you know that it's, it's being paid.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Awesome all right thank you so much.
[AGENT][NEUTRAL] You're welcome, and once you submit, it takes 7 to 10 business days for them to process the claim.
[CUSTOMER][POSITIVE] All right, that was my next question. OK, awesome, thank you, thank you, thank you.
[AGENT][POSITIVE] Oh well, you're so welcome, Ms. [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I think that's it for now um but I'm sure I'll be calling back with some kind of question.
[AGENT][POSITIVE] OK, well, we'll be here to help you when you do.
[CUSTOMER][POSITIVE] Amazing. Thank you, thank you.
[AGENT][POSITIVE] You're welcome you have a blessed day and thank you for calling AP. Yeah ma'am.
[CUSTOMER][POSITIVE] Thank you so much. You too. Bye.
[AGENT][NEUTRAL] Bye bye.