AccountId: 011433970860
ContactId: b7e56755-cdb5-48b3-ad2b-ec8fee9e5538
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408299 ms
Total Talk Time (AGENT): 233343 ms
Total Talk Time (CUSTOMER): 136380 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/b7e56755-cdb5-48b3-ad2b-ec8fee9e5538_20250116T13:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. This is [PII]. How are you today?
[AGENT][POSITIVE] Good morning.
[AGENT][POSITIVE] I'm good [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Really well thank you. This is the first time that I've submitted anything to you folks, so I just wanna make sure, so I, I do apologize for bothering you so soon, but I want, I would like, may I give you my information so you can hopefully look me up? not too much trouble.
[AGENT][NEUTRAL] Uh, well, how can I?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] OK, so sure, are you just want, are you wanting to check on a claim that you said you have filed with APL?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, I literally sent the information right now.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And um.
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] May I just um give you my social or my um information, whatever you need from me so you can hopefully look me up?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Absolutely. So first off though, [PII], what is your callback number first?
[CUSTOMER][NEUTRAL] OK, great. What do you need my social?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you. And then your policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, I don't have that, um.
[CUSTOMER][NEUTRAL] Give 1 2nd.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Would, would that be in my login?
[AGENT][NEUTRAL] No, sir. It would be your, what you associated your claim with. When you filed your claim, you would have included your policy number. Uh-huh.
[CUSTOMER][NEUTRAL] You think?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, it's 215207.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get all of your information pulled up, then I will have to verify. You're welcome, several things with you first for security and also any information that is provided would be a verification of benefits and not a guarantee of payment. So just one moment please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so first off, [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one that you provided for me, so again, that is your best contact number. Is that correct?
[CUSTOMER][POSITIVE] Yes please, yes ma'am.
[AGENT][NEUTRAL] OK, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So how can I help you? I can see that we have received an upload through the online service center.
[AGENT][NEUTRAL] Today. Mhm.
[CUSTOMER][NEUTRAL] Right, I guess this, yes, ma'am, you, you do see that you've received it, right?
[AGENT][NEUTRAL] Yes, so I certainly do. Uh-huh. So it is in line now for review.
[CUSTOMER][NEUTRAL] OK, my
[CUSTOMER][NEUTRAL] Perfect. My question to you is this do I need to have an actual claim form itself?
[CUSTOMER][NEUTRAL] Do I need to complete that?
[AGENT][NEUTRAL] Yes sir, do you have the Medin claim form? You can upload it separately. There's no, OK, so I can give you, do you have access to the internet? I'm assuming you do since you just uploaded this. OK.
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm
[CUSTOMER][POSITIVE] Yes ma'am, thankfully so.
[AGENT][NEUTRAL] So the, the um website that you can actually get that from is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I'm sorry, I apologize. I lost you after the A, sorry.
[AGENT][NEUTRAL] OK, then [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So again, that is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh, I'm sorry, yes, [PII].
[CUSTOMER][NEUTRAL] OK I'm sorry.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, when that page pulls up Arturo at the top you will see where it says claims and forms.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] We click there.
[AGENT][NEUTRAL] Then scroll down the page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Until you see a small box that says filter by product.
[CUSTOMER][NEUTRAL] OK, filter by product, OK.
[AGENT][NEUTRAL] And um there's a green drop down arrow, click that, click on the green drop down arrow. It's gonna give you a list you're looking for the word med link.
[AGENT][NEUTRAL] Because that's the type of call med link just like it has on your ID card. Mhm.
[CUSTOMER][NEUTRAL] Ned Link
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And click on that word.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then you should see out to the right on your screen, a blue button that says download form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you click there, it will open the claim form and that's what you would need to submit and make sure to sign it and the first page at the top on that claim form, [PII], it does have the instructions for all of the documents that we would need for this type of claim. So you can just kind of use that as a checklist.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know, to make sure you submitted everything.
[CUSTOMER][POSITIVE] Perfect. How long does it normally? I'm sorry, I apologize. Go on. I'm sorry.
[AGENT][NEUTRAL] Uh-huh. And then you would
[AGENT][NEUTRAL] That's OK. The review time is typically 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect and I have already registered online for the uh the payment.
[AGENT][NEUTRAL] Yes, sir. I see that. Mhm.
[AGENT][NEUTRAL] Yes, sir, I can see that as well.
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][POSITIVE] Excellent.
[AGENT][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] All right. Well, let me go ahead and get this printed and submit it to you all.
[AGENT][NEUTRAL] All right, sure, and you would just upload it just like you won't be able to attach it to what you've already uploaded, so you'll just upload it just like you did the other, but our system will know, you know, that it's tied together.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Excellent [PII] thank you so much for your time, right?
[AGENT][NEUTRAL] And you
[AGENT][POSITIVE] You are certainly so welcome. And is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] That's all you've been wonderful. Have a great day.
[AGENT][POSITIVE] Well, thank you so much. It was my pleasure in helping you and I hope you have a wonderful day as well and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you, [PII] bye now.
[AGENT][NEUTRAL] You're