AccountId: 011433970860
ContactId: b7f39baa-18e8-4f3b-a474-4d2025dbfc94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1225449 ms
Total Talk Time (AGENT): 529396 ms
Total Talk Time (CUSTOMER): 215201 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/b7f39baa-18e8-4f3b-a474-4d2025dbfc94_20250110T20:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] It's crazy. This is uh [PII]. I was calling to check to see if they got my paperwork for my claim.
[AGENT][NEUTRAL] OK, Mr. [PII], you're calling to verify if we received your information for our claim, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, sir, I can help you with that. And what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is your policy number?
[CUSTOMER][NEUTRAL] My policy number is 021-92119.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. One moment while I get your information pulled up. Once I do, I will need to verify several things with you first, for security purposes. So just one moment, please.
[AGENT][NEUTRAL] OK, and also Mr. [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your, uh, first off, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number. Is that correct? that we should have?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, and then lastly your email address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so is this for a new claim, Mr. [PII] that you were filing?
[CUSTOMER][NEGATIVE] Yes, I had to pay $500 and something dollars out of pocket.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so did you submit the claim to us or was your provider submitting the claim?
[AGENT][NEUTRAL] To be spitting it.
[CUSTOMER][NEUTRAL] I submitted the claim. They sent me the information and the form to fill out, and the email is sent it back.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, now here at AP.
[CUSTOMER][NEUTRAL] So I got the
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] So I got the email.
[CUSTOMER][NEUTRAL] I went and had the forms downloaded, printed out, filled them out.
[CUSTOMER][NEUTRAL] Then scan them and email them that.
[AGENT][NEUTRAL] OK, so let me look at a couple of things, Mr. [PII], because actually we cannot accept claims via email.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Well, that's what they told me at uh Te care.
[AGENT][NEUTRAL] OK, so that may be the email that they, the care team would have emailed you the claim form, but we can't accept claims via email due to security purposes. Did they discuss with you, Mr. [PII], setting up your profile in our portal so that you can submit them online for review that way through the online service center?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so what I can do, Mr. [PII], if you'll give me just a moment, we do, I can email you the user guide for how to set up your portal. It also explains how to upload.
[AGENT][NEUTRAL] The documents for us for review. You may also add in direct deposit information when you set up your profile so that if we're able to pay benefits on the claim and the benefits are payable to you, then we can electronically deposit those benefits versus a paper check having to be mailed. If you would rather not do that, you don't have to. That is just an option.
[CUSTOMER][NEGATIVE] No, I'd rather not do that because I'm not that good with a computer. My daughter did all this stuff um.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is she OK she can help you. OK, well I will still email you this user guide and if you wanna have your daughter help set this up, you know that's.
[AGENT][NEUTRAL] That's entirely up to you, you know, if you wanna give her access to that, but with the portal you can actually see what we have received.
[AGENT][NEUTRAL] What has been processed.
[AGENT][NEUTRAL] Um, but
[AGENT][NEGATIVE] As of now, I don't show that we have received anything for you, for a new claim. The last thing that I show received was back in May.
[CUSTOMER][NEUTRAL] Was what?
[AGENT][NEUTRAL] In May of this [PII], May of last year, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I just sent that Monday.
[CUSTOMER][NEUTRAL] And I got a confirmation number saying that it was sent.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Now again, you said you emailed it, right?
[CUSTOMER][NEUTRAL] Do you have another number for the.
[CUSTOMER][NEUTRAL] Yes, because that's what they told me to do scan it and email it back.
[AGENT][NEUTRAL] OK, I, I am very sorry there miss events and mis miss um communication on how it can be submitted to APL again because we can't accept claims via email due to security. That's why we have the.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you have a number to Te care?
[AGENT][NEUTRAL] Well, you're speaking, I am part of the care team. Mhm.
[CUSTOMER][NEUTRAL] OK, then the lady at the care team told me how to do it.
[AGENT][NEUTRAL] Who did you speak with?
[CUSTOMER][NEUTRAL] And now you're telling me I you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I can't remember her name, but now you're telling me I can't do it that way.
[AGENT][NEUTRAL] That is correct, not via email.
[CUSTOMER][NEUTRAL] So y'all, so y'all don't get email?
[AGENT][NEUTRAL] We cannot accept claims via email. We send out email, but that care team email that is for outgoing.
[AGENT][NEUTRAL] Like she, did she email you the claim form, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But we can't accept and in that email, it does state.
[AGENT][NEUTRAL] It should have stated that in the email, the body of the email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I didn't read the email. I just did what I had my daughter to do what she told us to do. She told us to download it, scan it.
[CUSTOMER][NEUTRAL] Download it, fill it out, scan it, send it back.
[AGENT][NEUTRAL] Right, but I think she was, OK, I, I'm not sure because I wasn't the person that you spoke with Mr. [PII], so I don't wanna assume or speculate on something that, you know, somebody else told you.
[CUSTOMER][NEUTRAL] But uh,
[CUSTOMER][NEUTRAL] But shouldn't it be some notes on my account stating who I spoke with?
[AGENT][NEUTRAL] Yes, sir, but it doesn't indicate that, that's why I was wondering if you could tell me who you spoke with because it doesn't indicate that.
[AGENT][NEUTRAL] about emailing the information to us.
[CUSTOMER][NEUTRAL] So, the information you're looking at on the account, they can't tell you who I spoke with.
[AGENT][NEUTRAL] Yes, sir, but it doesn't tell me that they told you to email it.
[CUSTOMER][NEUTRAL] She might have not put it in the notes.
[CUSTOMER][NEUTRAL] But that's what she told me.
[AGENT][NEUTRAL] OK, and again, I don't see where this has been received on your profile.
[AGENT][NEGATIVE] I can put a ticket in to see if someone can research it, to see if that has been received, but as of now, we are not showing it received again because we are not supposed to be able to receive claims via email because it is not secure to send it that way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So y'all don't accept emails is what you're saying.
[AGENT][NEUTRAL] Not claims information.
[CUSTOMER][NEUTRAL] So how am I supposed to submit my claim?
[AGENT][POSITIVE] It can be mailed, it can be faxed or the easiest and most efficient way is to upload it into that portal that I was discussing with you.
[CUSTOMER][NEUTRAL] 00, I'm sorry I'm uh I'm, I'm sorry, it was fax.
[AGENT][POSITIVE] Yeah, you're OK.
[CUSTOMER][NEUTRAL] It was fax. It was an email. I don't know why I'm saying email.
[CUSTOMER][NEUTRAL] It was faxed
[CUSTOMER][NEUTRAL] By UPS.
[AGENT][NEGATIVE] And you said that was faxed on Monday. Today's Friday, so I don't know what may have happened, but it has, we have not received.
[AGENT][NEGATIVE] There's nothing on your profile is being received since.
[AGENT][NEUTRAL] Uh, what did I say? May? Let me get back and look at that. Yes, sir, since May of this year.
[CUSTOMER][POSITIVE] So the fax number on the back of the card is a good number.
[AGENT][NEUTRAL] There's a fax number on the claim form.
[AGENT][NEUTRAL] At the bottom, there's our mailing address and there's a fax number that's on page one of your claim form.
[CUSTOMER][NEUTRAL] That's the number I faxed it to.
[AGENT][NEUTRAL] And that is
[AGENT][NEUTRAL] And that is the secured facts line for a pension claims department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, give me just uh, give me just a moment, Mr. [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] I'm just looking, thank you for your patience while I'm looking at a few things, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What time was that set on Monday?
[CUSTOMER][NEUTRAL] Uh, I think it was about.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In the evening
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And that was on the [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Might have been on the [PII]. I know it was either Monday or Tuesday evening.
[AGENT][NEUTRAL] OK, I have
[AGENT][NEUTRAL] I'm still looking and I, I haven't come, I haven't found it as of yet.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] I'm gonna go in here.
[CUSTOMER][NEUTRAL] And I got the paper in here when it was sent.
[AGENT][POSITIVE] Yes, sir, and a lot of time and that's fine, no worries.
[CUSTOMER][NEUTRAL] Just gotta dig it out.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, uh, you said it's a fax number?
[CUSTOMER][NEUTRAL] On the claim sheet.
[AGENT][NEUTRAL] Yes, sir. Yes sir, on page one.
[AGENT][NEUTRAL] At the very bottom.
[CUSTOMER][NEUTRAL] H
[AGENT][NEUTRAL] The form you should have should say Medlink claim form.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then at the bottom of page one, you should see along the bottom an address.
[AGENT][NEUTRAL] And there's also a fax number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you see that? [PII].
[CUSTOMER][NEUTRAL] I said
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that is, but I don't see it and then we, I have looked through every fax that is still.
[CUSTOMER][NEUTRAL] Alright, uh,
[AGENT][NEGATIVE] Uh, I mean, we have processed every, so I don't know what happened. Unfortunately, sometimes that
[AGENT][NEUTRAL] That happens with faxes, um, but if your daughter can help you set that profile up when you all.
[AGENT][NEUTRAL] Upload your information Mr. [PII] into the online service center, you instantly get a confirmation number and you can see it on your profile on your policy there.
[CUSTOMER][NEUTRAL] OK, but um, once I set that profile up.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I, I will still have to scan the bill and send it to my email in order to send it to y'all, right?
[AGENT][NEUTRAL] Yes, sir, you, if you didn't already save all of that on your computer, get your, your daughter that again that user guide that I sent gives all of these instructions, so don't try to like write all this down. It's explained in there the steps.
[AGENT][NEUTRAL] But you would take all your documents that you're gonna be submitting to us.
[AGENT][NEUTRAL] Scan them in and save them to your computer, which I'm assuming that is what you did.
[AGENT][NEUTRAL] Oh well, now you, but that was when I thought you emailed them. In fact, OK, so you would scan them in and save them to the computer.
[AGENT][NEUTRAL] And once your profile is created and you're logged in.
[AGENT][NEUTRAL] You would just follow the steps.
[AGENT][NEUTRAL] For uploading those saved documents from your computer.
[AGENT][NEUTRAL] Into the portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that email I, I have, yes, sir, and I have sent that email to you, Mr. [PII] with those instructions and again that email that I sent is coming from care team.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII], that same email you gave me a moment ago. I did put APL online service center in your subject line, so that that would be easy to recognize.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, and if you all need any help um in setting up the profile if you're, you can call us back we'd be happy to help you now if.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] In order for us to give any information to your daughter though, Mr. [PII], you would have to also be on the call.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, can I help you with anything else at the moment?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Well, you are very welcome and thank you again for calling APL. I hope that you have a very nice weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes, sir. Thank you very much.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Mm, by that.