AccountId: 011433970860
ContactId: d424cf1c-a16f-4b0d-81a4-c260394b14e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230570 ms
Total Talk Time (AGENT): 96878 ms
Total Talk Time (CUSTOMER): 78486 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/d424cf1c-a16f-4b0d-81a4-c260394b14e9_20250123T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hey, how you doing, [PII]? I'm calling real quick to um.
[CUSTOMER][NEGATIVE] To put in a claim, I got some bills that I paid. I heard from a coworker I could get reimbursed them because I got a plan with y'all. I forgot.
[AGENT][NEUTRAL] OK, I'll help you file your claim. May I have a policy number?
[CUSTOMER][NEUTRAL] Um, the policy number is 0222.
[CUSTOMER][NEUTRAL] 365 5.
[AGENT][POSITIVE] Thank you. May I have your first name and a good callback number?
[CUSTOMER][NEUTRAL] My first name is [PII] and call back number is [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, you said my address?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Address [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email address should be [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. So you have the Metlink plan. So there's 3 items to file a claim.
[AGENT][NEUTRAL] You will need an itemized bill from your provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You will need your major medical explanation of benefits.
[AGENT][NEUTRAL] And you would need a Metlink claim form, which you can obtain online at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And would I just mail that in?
[AGENT][NEUTRAL] Yes, you can mail it, you can fax it or if you register your account online, you can upload it there as well.
[CUSTOMER][NEUTRAL] I tried to register my account but it um.
[CUSTOMER][NEGATIVE] It wouldn't, it said it said I didn't have an account like I put my, my, my information in and it wouldn't, it wouldn't let me do it. I tried.
[AGENT][NEUTRAL] OK. And you entered the exact information that you gave me?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me make sure your address is the same.
[AGENT][NEUTRAL] Just verifying your information. We do not have that email on file. Did it ask you to verify your email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think so, yeah.
[AGENT][NEUTRAL] OK, so we do not have that email on file so if you like I could get you over to customer service they can edit that information for you and walk you through the online processing.
[CUSTOMER][NEGATIVE] I mean if it's updated I don't need nobody to walk me through it I could figure it out.
[AGENT][NEUTRAL] OK, so give me your email once again and I'll send it over and then just allow them time to update it and you can try it again.
[CUSTOMER][NEUTRAL] OK, it's um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll send this over and let them update it and you can either fax it, mail it, or you can go online, register your account and upload it there. Just allow them time to update your information.
[CUSTOMER][NEUTRAL] OK and um.