AccountId: 011433970860
ContactId: d7cb1fdb-de51-4010-bd64-b3fc05ceffd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254039 ms
Total Talk Time (AGENT): 101710 ms
Total Talk Time (CUSTOMER): 129119 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/d7cb1fdb-de51-4010-bd64-b3fc05ceffd8_20250122T19:59_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] Hi, [PII]. I'm hoping you can. Earlier I had spoken with [PII] from APL and she informed me that for my situation, I had to upload the health statements to show that my primary insurance covered some of the bill that I got for riding in an ambulance. I first of all need to know if it was received on your end, and secondly, if which form I'm supposed to fill out because I see there's multiple forms on the website.
[AGENT][NEUTRAL] OK. May I have your policy number?
[CUSTOMER][NEUTRAL] Sure, it's 1479643 ML 7.
[AGENT][NEUTRAL] And may I have your first name and a good callback number?
[CUSTOMER][NEUTRAL] My first name is [PII] and my cell number is [PII].
[AGENT][NEUTRAL] Thank you. And uh, can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Sure, [PII]. My email is [PII] and my address is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. It looks like we received the claim on [PII]. It is in line for processing. Let me see if I can pull up anything on that one. And on the mid late claim form, I believe.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] The first page is your name and address.
[AGENT][NEUTRAL] And let's see what's on the next page. I'm sorry, one moment.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] OK, so we did receive 8 pages.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Verify. I do apologize our system is slow.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] So with the claim form, let me see if I can get that pulled up real quick.
[CUSTOMER][NEGATIVE] I don't even know which claim I'm supposed to fill out. I'm on your site now and there's like one for accident. It wasn't an accident.
[CUSTOMER][NEUTRAL] A cancer claim form, change of request form. I don't know which one I'm supposed to.
[AGENT][NEUTRAL] So you
[AGENT][NEUTRAL] You have the Metlink plan, so you would use the Metlink plan form.
[CUSTOMER][NEUTRAL] OK, where do I see that? I don't see that form, it's under claims and form.
[AGENT][NEUTRAL] Under form.
[AGENT][NEUTRAL] Uh-huh. Under forms, it should be different options and you would need the Medin M E D L I N K.
[CUSTOMER][NEUTRAL] All right, so I see accident claim form, authorization to disclose information, cancer claim form, change in request form, continuation of health coverage form, critical illness, dental claim form, direct deposit form, electronic funds transfer, everyday solutions, it must be further down. Loss of life meddling, there we are. Oh, thank you.
[AGENT][NEUTRAL] Yes, ma'am. So, there is, I think 3 pages.
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, I see it.
[AGENT][NEUTRAL] So you will fill out the first and then sign and date the bottom on page 3.
[CUSTOMER][NEUTRAL] OK, and then can I upload this automatically? Will it ask me to upload it to like the portal or do I have to like email it in?
[AGENT][NEUTRAL] No, you should be able to upload it.
[CUSTOMER][NEUTRAL] OK, and then do you guys need, so obviously you see on the Florida health statement it shows the breakdown. Do you need the bill that I got from the actual EMS, the paramedic company, or no, because it's been processed through Florida Blue?
[AGENT][NEUTRAL] No, ma'am, because we do show your CPT codes, your dates of service, and the diagnosis code on here.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, alright, perfect. All right, so let me fill that out. Thank you so much. You've been so helpful. And then how long does it take to get results to find out if it was approved?
[AGENT][NEUTRAL] Normal turnaround time is anywhere from 7 to 10 business days, but it doesn't necessarily take as long.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, perfect. Thank you so much for your help.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Bye-bye.