AccountId: 011433970860
ContactId: e1e555d7-9b75-4f8d-8f40-2b4fbd00eb90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308519 ms
Total Talk Time (AGENT): 137679 ms
Total Talk Time (CUSTOMER): 160610 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e1e555d7-9b75-4f8d-8f40-2b4fbd00eb90_20250127T20:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII], and I have some receipts that I need to submit um for our secondary insurance, and I don't know how to go about doing that. This is APL is all new to us this year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, I can help you um with filing your claim. And [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] Sure. My phone number is [PII].
[CUSTOMER][NEUTRAL] And our policy number is 02575918. It is under my husband's name.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and I have you here. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII], and the mailing address should be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So you have 3 ways um that you can file a claim. You can mail it in to us, you can fax it to us, or you can um upload it online through the online portal. Um, there's no
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] There's no like deadline to file the claim. So as long as your policy was active on the data service, you can file the claim at any time.
[CUSTOMER][POSITIVE] Awesome, so I would just go to the [PII]?
[AGENT][NEUTRAL] Yes, so that's our website. So once you get to the website to the top right corner, you'll see where it says sign in. If you click on that link, that takes you to the portal.
[CUSTOMER][NEUTRAL] Perfect. Well, I can do that. I just wasn't even sure how to begin and I didn't, honestly, I didn't even go online and look. I just had a liver transplant, so my mind is coming back more solid all the time, but it's still a little fuzzy at times, so, um.
[AGENT][POSITIVE] Well, that is totally fine. That's what we're here for.
[CUSTOMER][POSITIVE] OK, well then I will use the portal to submit what we have and we'll go from there. I appreciate your help today [PII] thank you.
[AGENT][NEUTRAL] You're very welcome. Oh, and one more thing, when you file the claim, I forgot to tell you this, I'm so sorry. When you file the claim,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On our website, you'll see where it says claims and forms, claims and forms. You'll click on that and you're looking for the Medlink claim form. It should be on the 2nd page because it's in alphabetical order.
[CUSTOMER][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Medin form. OK, got it. That helps me out tremendously, cause I'd get in there and I'd be like, oh, what am I supposed to use?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, once you sign up and you get into your dashboard, you'll see um like a little pop-up like radio button. It'll say upload documents and then once you click that, it'll start the process of filing the claim. You're going to need that claim form, the explanation of benefits from your primary insurance, and then the itemized bill from your provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK, got it. No worries. I can take care of all of that. I'm, I think I'm waiting for one of those to come, um, which would be the itemized from the provider. It's been sent to our primary insurance, but I haven't gotten a copy of it yet. So as soon as I get that, then I know now how to file this claim.
[AGENT][NEUTRAL] Yes, and you did, did you know that um I I don't know if you know or not, but when you go to anything medical, if you have to give them your primary card, just go ahead and give them our card so that they'll bill us automatically so you don't have to do this.
[CUSTOMER][NEUTRAL] Oh really? Well, I did give, I'm at Mayo Clinic in [PII], and I did give them all the APL information so maybe, maybe I should check with their billing office to see if they are billing United Healthcare and then sending you what is, you know, left over so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I will do that before I go submit anything and then we don't have a mass of paperwork.
[AGENT][NEUTRAL] Right, OK. Well, that could be the case.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, that sounds great. [PII], thank you so much. You have just put my mind to total ease. This insurance stuff is overwhelming and
[AGENT][POSITIVE] Well, I know it is. Well, I'm, I'm so glad that I was able to assist you and I hope you get some rest and happy healing, and if you need anything, just let us know.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][POSITIVE] I appreciate it [PII] thank you you have a great afternoon.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye [PII].
[CUSTOMER][NEUTRAL] All right, bye-bye now.