AccountId: 011433970860
ContactId: e287a016-d876-4b11-8bd9-238a866dc1a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 495489 ms
Total Talk Time (AGENT): 214952 ms
Total Talk Time (CUSTOMER): 179198 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/e287a016-d876-4b11-8bd9-238a866dc1a6_20250508T22:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I have um medical.
[CUSTOMER][NEUTRAL] And then uh and I insurance of my company and I got the gap insurance which is this one, the APL, uh, in December I was in the hospital at TMC.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the insurance pay for payment.
[CUSTOMER][NEUTRAL] Of the bills and the balance is $300.
[CUSTOMER][NEGATIVE] And TMC said they have contacted you guys and their bill has not been paid, so I just want to know why.
[AGENT][NEUTRAL] OK, Miss um [PII], can you please give me your callback number, ma'am, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK, my number is [PII].
[CUSTOMER][NEUTRAL] 650
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I can help you with your claim status. May I please get your policy number?
[CUSTOMER][NEUTRAL] Uh, let me see, let me, let me see if I can go back to it. OK, my coverage is individual. OK, policy certificate number is 02.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] 444.
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] And my um email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Q
[AGENT][POSITIVE] Thank you very much for verifying your policy for me.
[AGENT][NEUTRAL] OK. What was the date of service that you went to the hospital?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 00, it was December.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't remember the actual d now.
[CUSTOMER][NEUTRAL] But it was in December. I have to check it out. It was in [PII], [PII] something, yeah.
[AGENT][NEUTRAL] OK, and then what was the um name of the facility, the full name of the facility you went to?
[CUSTOMER][NEUTRAL] Tucson Medical Center emergency room.
[AGENT][NEUTRAL] OK, let me see if I can find your pol your um claim real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, looking on your policy, Ms. [PII],
[AGENT][NEGATIVE] It hasn't been paid because nobody has sent in a claim. We've not received a claim since [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You say you haven't received a claim one?
[AGENT][NEUTRAL] The last time we received a claim was in [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So the client needs to be sent in.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEGATIVE] They said to send it to you guys and it was not paid.
[AGENT][NEGATIVE] It, we have not received anything.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They'll have to resubmit it.
[CUSTOMER][NEUTRAL] OK, so can I, can I send it?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So how do I, can I submit it myself?
[AGENT][NEUTRAL] Yes, ma'am, you can. Are you signed up for the online service center?
[CUSTOMER][NEUTRAL] Uh how do I do that?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, that's the easiest way to do it if you sign up for the online service center let me give you the website.
[CUSTOMER][NEUTRAL] OK, let me get a pen and a paper please.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you're gonna go to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Dot AM.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Public.com.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, [PII], OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you get into that website, the first thing you're gonna do is sign up as a new user.
[AGENT][NEUTRAL] And then the second option that you're going to choose is you're an individual with an APL policy.
[CUSTOMER][NEUTRAL] Individual what?
[AGENT][NEUTRAL] With an APL policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you sign up and you choose your username and your password, you're gonna go into your policy, which is called the Medlik M E D L I N K.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're gonna choose claims and forms.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] And you're going to.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Fill up the claim form and you'll need to send in your explanation of benefits from your primary insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you'll need to send in your itemized statement from Tucson Medical Center.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEGATIVE] Yeah, what's the point of, yeah, I don't even know how I'm gonna get all of that, yeah.
[AGENT][NEUTRAL] You just need to uh reach out to them and tell them that you need it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then, um, so you're gonna.
[AGENT][NEUTRAL] They're gonna send that to you. You're gonna upload that from the online service center.
[AGENT][NEUTRAL] And you're gonna submit your claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'm gonna call them back again and tell them that they didn't send the claim according to what you're saying that they did not send the claim, so they said they send it twice and so I'll, I'll call them back and I will go through this process.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] We have
[AGENT][NEUTRAL] Now let me give you our payer ID number. If they're kind enough to send the claim in for you again, let me give you the payer ID number so they can send it electronically.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 60801. So, so that's the pay ID number. Uh-huh.
[AGENT][NEUTRAL] If you can
[AGENT][NEUTRAL] Yes, if you can give them that number.
[AGENT][NEUTRAL] Yes, and that's for Tucson Medical Center. If they're nice enough to send the claim in for you, they can send it in and use that payer ID number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. I I really appreciate it.
[AGENT][NEUTRAL] It's no problem, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, that would be it. You have a blessed evening.
[AGENT][POSITIVE] You have a blessed evening too. Thank you for calling APL Ms. [PII]. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK mhm.