AccountId: 011433970860
ContactId: d3363d49-ca44-49e7-97b9-17de7a7e39aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280470 ms
Total Talk Time (AGENT): 105015 ms
Total Talk Time (CUSTOMER): 101213 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/d3363d49-ca44-49e7-97b9-17de7a7e39aa_20250128T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII], um, I wanted to, uh, file a few claims under my gap insurance, please.
[AGENT][NEUTRAL] OK, may I have your name and then a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], um, and a good callback number is [PII].
[AGENT][NEUTRAL] And [PII], may I please have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, this is the outpatient benefit cert number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] That you're referring to?
[CUSTOMER][NEUTRAL] OK. 02419343 ML 8.
[CUSTOMER][NEUTRAL] It's under my father's name so I'm his son.
[AGENT][NEUTRAL] And that's 02419743?
[CUSTOMER][NEUTRAL] No, no, 02419343.
[AGENT][NEUTRAL] 343. Sorry about that.
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] And [PII], may I please have your date of birth and then the mailing address listed on file.
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And the mailing address on file should be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're trying to submit a claim for this year or last year?
[CUSTOMER][NEUTRAL] Um, so one of them is for this year, yeah, one of them is for this year and two of them are for last year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you do have 3 options. You will be able to submit the claims or supported documentation in either via fax, mail, or the secured portal.
[CUSTOMER][POSITIVE] OK, yeah, I'm gonna opt for the secured portal. I'm just gonna be totally honest with you, like this is my first time attempting to use the gap insurance, so if you could walk me through a little bit about kind of how this works, I'd really appreciate it.
[AGENT][NEUTRAL] OK, so the way that you would access a secure portal is that the policy holder will have to set up a username and password online. Once they set that up, you will be able to upload the needed documentation in which that needed documentation would be the primary insurance explanation of benefit.
[AGENT][NEUTRAL] Now, the explanation benefit is showing the patient's responsibility applied to your deductible, co-insurance, or co-pay for that date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Then you will also have to either contact their provider or the facility that rendered any of the services to get the ICD pin code for those dates of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, understood.
[AGENT][NEUTRAL] And you would and you would upload that via the secured portal or you can fax it or mail it in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so I'm gonna ask my dad to, to set up a secure portal account. Is there a, a website that I can use, um, and or like, like a link so I can send it, send it over to him or whatever?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, on the card it will say [PII].
[CUSTOMER][POSITIVE] OK, OK, perfect. Alright, and then I can start.
[CUSTOMER][NEUTRAL] hunting those things down, um, once he gets that set up.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right. All right, well I appreciate your help. Thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life, [PII]. You have a great day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] OK.