AccountId: 011433970860
ContactId: d261cdc1-1395-480f-bb40-c59d52995f77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1955719 ms
Total Talk Time (AGENT): 701496 ms
Total Talk Time (CUSTOMER): 658562 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/d261cdc1-1395-480f-bb40-c59d52995f77_20250321T21:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Sorry, how are you doing? This is [PII]. How are you?
[AGENT][POSITIVE] I'm doing good, Mr. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Good, thank you very much for asking.
[AGENT][NEUTRAL] How can I help you, sir?
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Sure, my group number is 259-69.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Give me just a sec.
[AGENT][NEUTRAL] OK, I've got your group pulled up, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, so, um, my wife recently went to see our, um, what, what do you call it, like the main doctor, the the primary, primary doctor, and, uh, she, uh, they performed two ultrasounds, uh, on her, and we were told that, uh, this insurance, the gap insurance that we have could cover some of the um cost of those exams.
[AGENT][NEUTRAL] Yes, ma'am. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] I do, yes, ma'am. Um.
[CUSTOMER][NEUTRAL] Let me see. Is that like a payer ID? No?
[AGENT][NEUTRAL] No, it might say inpatient certification number or outpatient certification number.
[CUSTOMER][NEUTRAL] Oh yes, I got, I got those two. Which one do you need? In hospital?
[AGENT][NEUTRAL] Either one is fine.
[CUSTOMER][NEUTRAL] OK, 02605352.
[CUSTOMER][NEUTRAL] M for mother, L for lion, 7.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome, sir.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[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?
[CUSTOMER][NEUTRAL] [PII]. Email [PII]. Mailing address [PII].
[AGENT][NEUTRAL] OK, thank you, sir. And then one last verification can you please give me your email address?
[CUSTOMER][NEUTRAL] Uh my first name is [PII].
[AGENT][NEUTRAL] Thank you, sir. OK, so you said that the, um, the claim was sent in for your wife. Is that correct?
[CUSTOMER][NEUTRAL] Uh, well, my wife was the one that visited the doctor, um, and again at the doctor we had to pay some fees relating to the ultrasound, and, uh, they told, they told us that the, like the regular insurance didn't cover that, but that the gap it should. So I, I guess, I mean, we're just going to find out.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I can help you with your benefits, um, and this is just to verify your benefits. It's not a guarantee of payment. You have, um, if you, if your wife goes inpatient, you have an inpatient calendar year benefit amount of $2000 that helps with deductible, co-pay or co-insurance. And then if it's outpatient procedure,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You have also $2000 per calendar year to help towards deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] So, what happened?
[CUSTOMER][NEUTRAL] Outpatient means that that is not a doctor that is covered by the insurance. Yeah.
[AGENT][NEUTRAL] No, outpatient means it's not.
[CUSTOMER][NEUTRAL] Like it, it's not in network?
[AGENT][NEUTRAL] No, outpatient means that it's not done as a hospital inpatient stay that's more than 18 hours if she has to get admitted to the hospital. Anything outside of a hospi hospital stay is called outpatient.
[CUSTOMER][NEUTRAL] Uh, I.
[CUSTOMER][NEUTRAL] I understood, understood.
[AGENT][NEUTRAL] So the way that this policy works is
[AGENT][NEUTRAL] When claims are filed.
[AGENT][NEUTRAL] We need to have the explanation of benefits from your primary insurance company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So when, when the procedure is done, you'll have to give them your primary insurance card and you have to give them this card too.
[AGENT][NEUTRAL] So that they can file claims for both.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and they'll send in the explanation of benefits from your primary insurance along with the itemized statement from the place that you go to to have the procedure done.
[AGENT][NEUTRAL] And they can send that in. Let me.
[CUSTOMER][NEUTRAL] So let me see if I understood correctly.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead, continue. I'm sorry, I'm sorry.
[AGENT][NEUTRAL] I was just gonna give you a payer ID number. Do you see a payer ID number on your card?
[CUSTOMER][NEUTRAL] I do, uh huh.
[AGENT][NEUTRAL] OK, when you go and have the um.
[AGENT][NEUTRAL] Ultrasound done.
[AGENT][NEUTRAL] Give him that card and show him.
[CUSTOMER][NEUTRAL] So what, we, we really did.
[AGENT][NEUTRAL] Oh, you already did it, so you're gonna have to file the claim yourself?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, I mean that's, we don't know how the gap works. This is the, well, I don't wanna say the first time, but, um, uh, I guess we, we hadn't used the gap before, uh, and, and again we were told we, we could call this number to have uh help covering those extra costs because my, my wife already went and had the ultrasounds.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In person.
[AGENT][NEUTRAL] All right. Let me look on your, I'm gonna pull up your policy to see.
[AGENT][NEUTRAL] About ultrasound for you.
[CUSTOMER][NEUTRAL] And we did show both the like the main insurance and the gap but they said that we have to contact you guys directly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm pulling up the policy now um to see if diagnostic testing is.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I do show that diagnostic testing is covered under?
[AGENT][NEUTRAL] This policy for diagnostic testing. Um,
[AGENT][NEUTRAL] Let me see if you have.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm looking at your policy again real quick.
[AGENT][NEUTRAL] Let me see where the outpatient facilities you can go to are.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Let's
[AGENT][POSITIVE] Appreciate you bearing with me. It's gonna be just a, just a moment while I search to make sure we get good help for you.
[CUSTOMER][POSITIVE] Don't worry, take your time.
[AGENT][NEUTRAL] OK, so the ultrasound that she had, was it for an accident or sickness?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so this policy only covers for accident or sickness.
[CUSTOMER][NEUTRAL] When you say sickness, what do you mean?
[CUSTOMER][NEUTRAL] Like, like, uh,
[CUSTOMER][NEUTRAL] Well, I know what the word sick means or sickness means, but exactly what, what do you mean?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, sickness is like, um,
[AGENT][NEUTRAL] Like the flu or something like that.
[CUSTOMER][NEUTRAL] Maybe an example.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] It was because she has a mask in one of her boobs, or breasts, I'm sorry.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, it only covers for accident or sickness. Um,
[AGENT][NEUTRAL] You can try to send in the claim yourself and let it be processed and see if anything is payable on it, but this policy specifically states for accident or sickness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and the way you file a claim is online. I can do it directly online.
[AGENT][NEUTRAL] Yes you can do it online. Let me give you um the place to go to it's secured [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] One second, let me, I'm on a computer.
[AGENT][POSITIVE] Oh yes, OK, thank you.
[CUSTOMER][NEGATIVE] not [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're gonna sign up as a new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your next option is you're an individual with a policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll have to choose your username and your password.
[CUSTOMER][NEUTRAL] It's asking me for last name.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So which one last me should I include? I have 2, so I'm not sure how I was registered with you guys just one office.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] No, you're under [PII].
[CUSTOMER][NEUTRAL] OK, so again, last name which one [PII] or the last two.
[AGENT][NEUTRAL] I, I put in [PII].
[CUSTOMER][NEUTRAL] OK, let me, let me try that one sec.
[CUSTOMER][NEUTRAL] is
[AGENT][NEUTRAL] Now when you get in there and you're able to file a claim.
[AGENT][NEUTRAL] You're gonna need the explanation of benefits from your primary insurance carrier to upload, and you're also gonna need the itemized statement from the facility that you went to with the diagnosis codes and procedure codes. You need to have all, both of those documents to upload.
[CUSTOMER][NEUTRAL] Say again?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] With your claim form.
[CUSTOMER][NEUTRAL] Understood, uh, when I input all the information, it says that they, they, they, they, they can't find some someone.
[CUSTOMER][NEUTRAL] That there's no I.
[AGENT][NEUTRAL] They can't find you.
[CUSTOMER][NEGATIVE] Yeah, it says oops, there seems to be a problem. No user was found.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK try just [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And if that doesn't work then try corridor.
[CUSTOMER][NEGATIVE] Yeah, no, it didn't work. Let me see only.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, I'm inputting my social, uh, security number. Should I send with the member ID maybe.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, you're gonna use your social. Let's verify your social, make sure we've got it correct.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thank you uh email address is the one is your work email address.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] The phone number [PII].
[CUSTOMER][NEUTRAL] It's not asking me, uh, no, it's not asking me for a phone number, a residential zip code and date of birth. Let me, let me try this one sec.
[AGENT][NEUTRAL] OK, the phone number has to match too.
[CUSTOMER][NEUTRAL] Again, but it's not asking me for a phone number right now.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, I know, I've tried Lopez only. I've tried corridor only. I've tried Lopez Corridor with my social, uh, zip code, uh, email is I'm sorry, [PII], [PII].
[AGENT][NEUTRAL] No, just
[AGENT][NEUTRAL] No, it's [PII], no [PII].
[CUSTOMER][NEUTRAL] No, that's not my, well, then, then you guys have the incorrect email.
[AGENT][NEUTRAL] OK, let's get your email the way you want it, let me fix it.
[AGENT][NEUTRAL] What email address do you want to use?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, could it, could it be my, my personal one?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so my first name is [PII].
[CUSTOMER][NEUTRAL] Then [PII].
[CUSTOMER][NEUTRAL] A for apple
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get that changed real quick.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, let me read it back to you.
[AGENT][POSITIVE] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You broke up a little bit. Can you repeat it one more time?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, let me update that real quick.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] You're welcome. And let me make sure it's stuck.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Does my wife um have to register also or just me?
[AGENT][NEUTRAL] Just you.
[AGENT][NEUTRAL] OK, try now and if not, then we need to make this phone number correct.
[CUSTOMER][NEUTRAL] And let me try several times. So let me close it and open it back again, you user, I'm individual.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm gonna start using Lopez Corridor for last names and then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See if it works like that.
[CUSTOMER][NEUTRAL] So it didn't work with Lopez Corridor. Let me try Lopez only.
[AGENT][NEUTRAL] Let me, let me tell you what.
[CUSTOMER][NEGATIVE] It didn't work with no
[AGENT][NEUTRAL] Let me tell you what's going on. I just tried to look it in there to see if you have signed up before and you have so you're going to do log in rather than new user because you've actually signed up for this already.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] When was this?
[AGENT][NEUTRAL] Um, I'm not sure, but, but.
[CUSTOMER][NEUTRAL] OK, it doesn't matter.
[CUSTOMER][NEUTRAL] Yeah, that's fine. What's my username, you know, by any chance?
[AGENT][NEUTRAL] No, it
[AGENT][NEUTRAL] Yes, it's [PII] and your J and your L are capitalized.
[AGENT][NEUTRAL] And you used.
[AGENT][NEUTRAL] Your
[AGENT][NEUTRAL] Work email address, the [PII] Capital.
[AGENT][NEUTRAL] So I have to change that back now.
[AGENT][NEUTRAL] To make it match.
[CUSTOMER][NEUTRAL] Yes, you know what I think is going on? Again, I used to, so here's the contract really quick. I used to work for this company like 4 years ago and I had APL. That's why at the beginning I said that, uh, it's not that I, it is the first time that I use it, it's just that I hadn't had to use it, and I believe that that username and that email is from the last um username or user.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] OK, so I'm going to need to change.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] That email back to what was in the online service center or are you in?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] One second, don't, don't do anything. Give me one second because I think let me try this password that I just found out here in my notes to see if it works. 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, well, for some reason this your passport has expired, so yes, I believe I'm.
[CUSTOMER][NEUTRAL] OK, I can choose the delivery method verification, my phone number.
[CUSTOMER][NEUTRAL] No, but
[AGENT][NEUTRAL] Yes, and reset your password.
[AGENT][NEUTRAL] And it'll send you a text message.
[CUSTOMER][NEUTRAL] But that's, I don't know, I don't know.
[CUSTOMER][NEUTRAL] Yeah, but the thing is that that's not my phone number. It doesn't end in [PII]. It ends in 1 in [PII].
[CUSTOMER][NEUTRAL] So neither of the verification methods I'm gonna be able to verify.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me change your, um to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That way you can get it.
[AGENT][NEUTRAL] And let's let's verify that phone number. [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] They
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'm gonna update this real quick.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me make sure it's stuck. Now we did change your um email address and I haven't changed it back to your work email address so I'm hoping it doesn't give you an error, but we'll try. I've got your phone number changed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let me see. [PII] and then straight this puzzle again.
[CUSTOMER][NEUTRAL] And ask me to change it to uh expire one second OK.
[CUSTOMER][NEUTRAL] No, but I still see that same.
[CUSTOMER][NEUTRAL] The, the only two ways that I can uh verify this existing user is via email, which again, it's my email from last time I used to work there a couple of years back, and then a phone number that ends in [PII] which I don't know.
[AGENT][NEUTRAL] OK. So we're going to.
[CUSTOMER][NEUTRAL] I mean, I don't know about this.
[AGENT][NEUTRAL] I'm gonna have to update that email back to what you had at work, which was [PII].
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, let me see the rest of it. [PII].
[CUSTOMER][NEUTRAL] No, but I, I, I'm sorry, I'm not following, so the email that they have right there, it's an old email.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see if I can just change it to.
[AGENT][NEUTRAL] So that you can at least get it on your, um, phone.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] On my phone or email?
[AGENT][NEUTRAL] I'm gonna see if we can get it on your phone if I put that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Old, if I put that old um.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK, I've got things.
[AGENT][NEUTRAL] Updated for you now, back to your old email address and it's showing me that the phone number did change.
[AGENT][NEUTRAL] So go ahead and try again now that I've got your phone number in there the right way and see if it'll send you a text.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, one second.
[CUSTOMER][NEUTRAL] Yeah, no, it keeps, I mean it keeps showing um the old email and a phone number that I don't recognize, but I'm gonna go ahead and try to send a message to that phone number to see if I get it, I guess, because you changed it.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Right. And you may need to refresh your page since I changed it too, uh, for your login you might have to get out and log back in.
[CUSTOMER][NEUTRAL] Right, I, I, I closed it and open it in back.
[CUSTOMER][NEUTRAL] Right, no, I closed it and opened a new one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, no, I'm not getting anything. I, I, I shouldn't be getting anything because he has 4 numbers that do not, um.
[CUSTOMER][NEGATIVE] The number please and yeah, doesn't match my my my last four numbers.
[AGENT][NEUTRAL] OK, let me see if it updated your.
[AGENT][NEUTRAL] Let me see, let me see on my
[AGENT][NEUTRAL] My end what I can do.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, get out and try one more time. I've got the email address is matching. The phone number is the [PII].
[AGENT][NEUTRAL] Um, mailing address. Let's, let's verify this too. [PII].
[CUSTOMER][NEUTRAL] No, uh, you said after the [PII], you said [PII] again?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, it's [PII]. No north there.
[AGENT][NEUTRAL] OK, let me change that.
[AGENT][POSITIVE] We're gonna get it, I promise.
[CUSTOMER][NEUTRAL] anything
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Well, I like your attitude, try the attitudes.
[AGENT][POSITIVE] I, I don't give up.
[AGENT][NEGATIVE] To a fault sometimes.
[CUSTOMER][NEUTRAL] I, I, I can tell that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But here's the thing though, uh, when, when I try to, uh, log in again I input my username password and then it says that my password has expired that I need to reset it. When I'm gonna reset it, there's a way to deliver the, I guess the method for verifying the code via email and phone number, but again, the email that I keep seeing.
[CUSTOMER][NEUTRAL] Is it the old email corporate email, and then this number that I the the the last four numbers is not matched to my phone number so I again I'm not sure if you, if by you updating the information on your end I'm gonna be able to update this because you're updating the information to the new user I'm assuming not the old one.
[AGENT][NEUTRAL] No, I
[AGENT][NEUTRAL] I updated back to [PII].
[AGENT][NEUTRAL] And I updated your phone number to end in [PII] instead of [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And I took the N off of your mailing address.
[CUSTOMER][NEUTRAL] Right, again, but I, I, I don't see that in here like and why I.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] I'm gonna close, I'm gonna close the window again and a new one, but again, I, I, what I think is happening is that you are updating information.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] I, I don't know, I don't, I'm, I'm confused now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you don't have access to that [PII] anymore, do you?
[CUSTOMER][NEUTRAL] No, I did not. That was an old email that uh doesn't exist anymore.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Yeah, I know. I tried to uh log in again and it says password expired and I need to reset it and the only two ways is that old email that doesn't exist and that phone number that do not.
[CUSTOMER][NEUTRAL] That doesn't match. I'm sorry, my phone number.
[AGENT][NEUTRAL] OK, let me do one more thing let me just try to go back in and put it under the.
[AGENT][NEUTRAL] Current email address. We've got the current email address and the current phone number.
[AGENT][NEUTRAL] Let's see if this will help you.
[AGENT][NEUTRAL] OK. Try to get out and go back in again. Let's see if this helped anything.
[AGENT][NEGATIVE] Or if it made it worse.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, same.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Alright, let me try one more thing.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I just reset your password for you.
[AGENT][NEUTRAL] I'm gonna tell you what it is.
[CUSTOMER][NEUTRAL] OK, so one second, uh.
[AGENT][NEUTRAL] And you can change it later.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so far.
[CUSTOMER][NEUTRAL] No, OK, what's the password?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] With what? [PII]?
[AGENT][NEUTRAL] [PII] Your, your first name [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, mhm.
[AGENT][NEUTRAL] [PII] exclamation.
[CUSTOMER][NEUTRAL] That, that, that did it. OK, amazing. Let me see, uh, hello one you can see him enter your phone number. OK, 76.
[AGENT][NEUTRAL] And then you can change it.
[CUSTOMER][NEUTRAL] You are uh
[CUSTOMER][POSITIVE] You are a woman of your worth.
[AGENT][POSITIVE] I told you I'm not gonna give up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, one second, I'm verifying. I should get a message. I did get a message this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Amazing, um, I mean,
[AGENT][POSITIVE] Yay, good deal. Awesome. OK, so that's where you're gonna file your claim at.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so claim forms I'm assuming and then just follow the steps.
[AGENT][NEUTRAL] Yes, and you're gonna choose, uh, you're gonna go to claims and forms, click on your Medlink policy and.
[AGENT][NEUTRAL] Then you should be able to upload everything from there and then you'll get a confirmation number.
[AGENT][NEUTRAL] Showing that we received it.
[CUSTOMER][NEUTRAL] OK, one second though, um.
[CUSTOMER][NEUTRAL] So, you said, uh, so I, I go to claim.
[CUSTOMER][NEUTRAL] Claims forms and then where?
[AGENT][NEUTRAL] And then you're gonna choose your uh policy number, your policy, which is Medlik.
[CUSTOMER][NEUTRAL] Mary, 1 2nd.
[AGENT][NEUTRAL] And your policy number, let me give you that, or you know your policy number.
[AGENT][NEUTRAL] 26053.
[CUSTOMER][NEUTRAL] I do, but I, I, I don't see the option of mending though again, um, so.
[CUSTOMER][NEUTRAL] Yeah, I don't see that.
[CUSTOMER][NEUTRAL] Play some forms that's where I'm at right now.
[CUSTOMER][NEUTRAL] You immediately.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] OK, meddling, I do see meddlings at a group med stuff, but uh, oh, OK, my claims. OK, see you upload files.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But is there like a form that I need to fill out?
[AGENT][NEUTRAL] Not when you do it from there, it should just um automatically do the med link form for you.
[CUSTOMER][NEUTRAL] OK, and then I just upload the files and then submit them and that's it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so you said the um
[CUSTOMER][NEUTRAL] The uh summary of benefits from my main insurance and then also the itemized bill.
[AGENT][NEUTRAL] Yes, the explanation of benefits and itemized statement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, we'll do that. Thank you very much, OK.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][POSITIVE] No, that will be all thank you very much.
[AGENT][POSITIVE] You're very welcome. You have a wonderful weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you man.
[AGENT][NEUTRAL] Bye-bye.