AccountId: 011433970860
ContactId: c98d0631-f367-418b-b0eb-0eeccf447972
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584280 ms
Total Talk Time (AGENT): 278800 ms
Total Talk Time (CUSTOMER): 228767 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/c98d0631-f367-418b-b0eb-0eeccf447972_20250225T18:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], thank you for taking my call. My name is [PII], and I have gap insurance with APL, and I have a bill that is now being sent to collections, and I'd like to find out, uh, why this didn't get paid and, and what steps need to be taken.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, OK, Mr. [PII], I can help you. Yes, I can help you with your claim. Um, may I get your policy number please?
[CUSTOMER][NEUTRAL] What information would you like to give me?
[CUSTOMER][NEUTRAL] Policy number is 02519629.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Thank you sir let me pull that.
[AGENT][NEUTRAL] Yes, P O R Y.
[CUSTOMER][NEUTRAL] Oh, P O R Y. OK, [PII].
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, Mr. [PII], um, I'll need for you to verify your policy. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII]. Would you like for me to spell that?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] No sir, I got it. um, also, uh, the phone number that you just gave me just in case, um, we're disconnected, is that a good call back number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you so much sir, and the claim um do you have the claim number sir?
[CUSTOMER][NEUTRAL] Uh, I have the invoice number.
[AGENT][NEUTRAL] OK, is the claim for yourself?
[CUSTOMER][NEUTRAL] And you guys are listed on the invoice.
[CUSTOMER][NEUTRAL] For my daughter.
[AGENT][NEUTRAL] OK, let me look and see, let me see if I can find it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Is and what's your daughter's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you very much sir. Let me check to see if I can find the name real quick.
[CUSTOMER][NEUTRAL] Mhm yeah and I also have another invoice.
[CUSTOMER][NEGATIVE] But I don't really understand this one, so.
[AGENT][NEUTRAL] OK, was the claim um.
[CUSTOMER][POSITIVE] But let's definitely work on the.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Was the date of service after [PII] or was it before [PII]?
[CUSTOMER][NEUTRAL] It seems it was [PII].
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] That answers question because you have um previous policies that you know are no longer active so I wanted to make sure I checked everything really really good.
[CUSTOMER][NEUTRAL] I understand that.
[AGENT][NEUTRAL] But you
[CUSTOMER][NEUTRAL] And, and trust me it's, it's frustrating and I appreciate when you guys are able to, to help me navigate through because I understand that you can't just give me the answer that I wanna hear so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir I understand and I'll do my best to help you all I can any of us girls will um that you call so I'm looking at [PII] and I do not see that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] We have a claim for her at all that's been filed on this policy.
[AGENT][NEUTRAL] So if it was after [PII], the facility has not sent in the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what information would you like from me? Would you like the bill?
[AGENT][NEUTRAL] No, um, it has to be filed on the client so if um if the facility is not gonna file it I'm gonna uh tell you where you need to go so you can file it yourself.
[CUSTOMER][NEUTRAL] OK, so, so should I call the facility and have them.
[CUSTOMER][NEUTRAL] Reopen the claim because that and that's what's weird so you, you've always been so you know notated on the statement as an insurance, a second insurance.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yeah, the secondary, yes, sir.
[CUSTOMER][NEUTRAL] So it's like
[CUSTOMER][NEGATIVE] So, uh, you know, it's my bad for not following up earlier because now I'm in collections, but they said, OK, no call APL and see what's up. Yeah, it's frustrating, you know, I, I don't have time to be dealing with all this stuff.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So, um, but anyways.
[AGENT][NEUTRAL] Right, I would, I would call, I would call the facility and see if they would be kind enough to submit the for your secondary insurance.
[CUSTOMER][NEUTRAL] OK, call the facility, OK?
[AGENT][NEUTRAL] And if not,
[AGENT][NEUTRAL] If not, go to [PII]. That's our website, A like [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you get on that website you're gonna click on claims and forms.
[AGENT][NEUTRAL] And then you would choose the med link. Yes, then you would choose the med link M E D L I N K.
[CUSTOMER][NEUTRAL] Claims and parts.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Claim form.
[AGENT][NEUTRAL] When you submit that claim form you're gonna need the explanation of benefits and it's also called an EOB.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] From your primary insurance company.
[CUSTOMER][NEGATIVE] That's horrible.
[CUSTOMER][NEGATIVE] Yeah, no, I don't like those.
[CUSTOMER][NEUTRAL] Because I get all kinds of things all the time and.
[AGENT][NEUTRAL] You'll need that.
[CUSTOMER][NEUTRAL] Yeah, they're paying about, you know, that they're, there's a headache. It's just extra mail, but anyways, um, OK, so let me see about the facility, but go ahead. I, I, I cut you off. I apologize Miss [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll need that
[AGENT][NEUTRAL] That's OK. Um, you, so you'll need the explanation of benefits from your primary insurance. And then you'll also need to get the itemized statement from the facility.
[AGENT][NEUTRAL] And then you'll need to send in the claim form, the explanation of benefits, and the itemized statement.
[AGENT][NEUTRAL] To submit your claim.
[AGENT][NEUTRAL] And you can do that, um, you can do it online if you're if you're set up on the online service center, you can do it online or you can mail it in or you can fax it in.
[AGENT][NEUTRAL] And I can give you the mailing address and the fax number too if you would like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, I don't wanna do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have it here [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], [PII], yada yada.
[AGENT][POSITIVE] Yeah, you got it.
[CUSTOMER][NEUTRAL] So I can do online in the service center, but I would have to have a username and password that I can log into.
[AGENT][NEUTRAL] Right, and that's the website that says [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Uh, [PII], [PII].
[CUSTOMER][NEUTRAL] No, no [PII].
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's, but that's the one you gave me earlier saying [PII].
[AGENT][NEUTRAL] No, this one is 6.
[CUSTOMER][NEUTRAL] Or was it always secure?
[AGENT][NEUTRAL] No, the first one is only [PII].
[AGENT][NEUTRAL] The second one is
[CUSTOMER][NEUTRAL] OK, this is for entering for submitting the the claims form.
[AGENT][NEUTRAL] Yes, the sec
[AGENT][NEUTRAL] Right, that's the online service center.
[AGENT][POSITIVE] Hopefully, hopefully, the facility that you went to would be kind enough to send the claim in for you. That would be so much easier on you if they will, um, then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh, I just like, yeah, I, I totally dislike it all.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Uh, yeah, I mean, I've got stuff from last year and the last one that I'm just like, you know what, just, uh, $20 a month, get, get that out of my hair, you know, and it's just so frustrating because I pay so much, uh, and nobody can give me an exact answer and I know it's and it's never the person's fault who I have on the phone, you know, and then, um, so anyways, let me go ahead and contact the facility.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] And take it from there and uh and if I need you all I'll I'll definitely call back.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes sir, please pick up the phone any time we'll help you all we can, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you, Ms. [PII].
[AGENT][POSITIVE] You're welcome. You have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] You're welcome too bye bye.
[AGENT][NEUTRAL] Bye-bye.