AccountId: 011433970860
ContactId: e8e43d1c-5a82-493e-97ac-293137caee79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470829 ms
Total Talk Time (AGENT): 155410 ms
Total Talk Time (CUSTOMER): 255267 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/e8e43d1c-5a82-493e-97ac-293137caee79_20250219T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII], and I need some help with a claim that I, um,
[CUSTOMER][POSITIVE] Helps my husband get going, um, and actually our um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Our, um, broker, insurance broker, mailed it.
[CUSTOMER][NEUTRAL] To the claims department but it came back.
[CUSTOMER][NEUTRAL] And I, he's got a, I, I don't think he sent it to the right address because he's got a [PII].
[AGENT][NEUTRAL] Oh my.
[AGENT][NEGATIVE] No ma'am, that is incorrect.
[CUSTOMER][NEUTRAL] It is it the
[CUSTOMER][NEUTRAL] Is it the [PII]?
[AGENT][POSITIVE] Yes, that's the correct one.
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Oh goodness, OK, so he, uh, I'm looking at the this this came back to to our address yesterday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is date stamp [PII], so is there a way to email it to you to get it going faster or no or?
[AGENT][NEUTRAL] Oh my. OK.
[AGENT][NEUTRAL] No ma'am um Miss [PII], can I please um get your callback number so if our call is disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] 275
[CUSTOMER][NEUTRAL] 8107.
[AGENT][NEUTRAL] Thank you. And then what is the policy number?
[CUSTOMER][NEUTRAL] So it's uh 15562.
[CUSTOMER][NEUTRAL] It's for [PII].
[CUSTOMER][NEUTRAL] And he, uh, we, we had a family thing but we did not renew for this year so this claim was for.
[CUSTOMER][NEUTRAL] Because he went on Medicare. I don't, I don't know, they never even told us if it's something we can continue to have or not, so I, I don't know.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you see another number besides the 15562?
[CUSTOMER][NEUTRAL] 15562
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, do you see another number?
[AGENT][NEUTRAL] Member number or inpatient or outpatient certificate number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, let me see if I can find.
[CUSTOMER][NEUTRAL] 00 the in hospitals.
[CUSTOMER][NEUTRAL] There's 2 numbers um.
[AGENT][NEUTRAL] Yes, please. Can you give
[CUSTOMER][NEUTRAL] 01850634 ML 8
[AGENT][NEUTRAL] OK, let me read that back to you 01.
[CUSTOMER][NEUTRAL] And then the other one is ML 7.
[AGENT][NEUTRAL] And it's 01850634 ML8.
[CUSTOMER][NEUTRAL] Yeah, that's the outpatient one.
[AGENT][NEUTRAL] OK, let me look up that policy.
[CUSTOMER][NEUTRAL] And and it's through um.
[CUSTOMER][NEUTRAL] I can't remember how you guys have it. This is through RW Canon Inc doing businesses Interstate batteries of Coastal Florida, so we still, we're paying, you know, we pay for all our employees.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But [PII] and I aren't on the list as of January I guess it was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But this happened, this incident with him happened in.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see December I think it was.
[CUSTOMER][NEUTRAL] What is the date?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I um.
[AGENT][NEUTRAL] So the data service for the um claim is before [PII].
[CUSTOMER][NEUTRAL] I'm trying to find it um 1213 24.
[CUSTOMER][NEUTRAL] 1212 13.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] December
[CUSTOMER][NEUTRAL] 2024.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then this was filed well we.
[AGENT][POSITIVE] So I'm gonna give you two ways to send in.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna give you two ways to go ahead and resubmit the claim.
[CUSTOMER][NEUTRAL] Uh, go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you can resubmit it by fax. Let me give you the fax number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] OK, 36594238773659423.
[AGENT][NEUTRAL] Or if you
[AGENT][NEUTRAL] Correct and then if you wanted to mail it in, you would mail it in to that Oklahoma City, uh PO box number that you gave me. Either way, and we don't accept them by email only because it's not a secured way to send them and there's so much private information so we don't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do it by email for that reason.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] I just hope I have the right forms. I would have thought my broker would have told me.
[CUSTOMER][NEUTRAL] So I have the Aetna.
[CUSTOMER][NEUTRAL] I think it's the explanation of benefits.
[AGENT][NEUTRAL] Yes, ma'am. You'll need that. Uh, do you have the itemized?
[CUSTOMER][NEUTRAL] I think it is and then the.
[AGENT][NEUTRAL] Statement
[CUSTOMER][NEUTRAL] Yes, I called them. I called the, uh huh, I called them and they sent me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which I think I I think I'm gonna fax this and see and just in case I don't have the right.
[AGENT][NEUTRAL] OK. Now, did you?
[CUSTOMER][NEUTRAL] The right stuff and I can get get the right stuff but.
[AGENT][NEUTRAL] Did you get the Medlink claim form?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Do you have the med link claim form? OK, good.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yes, yeah, and I like I said, I, I sent this to our broker and he, he's the one that mailed it to the wrong address so.
[AGENT][POSITIVE] Bless it
[CUSTOMER][NEUTRAL] But he, he suffered a stroke last year and I think sometimes
[AGENT][NEGATIVE] The poor thing.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You know, things like that happen. I'm just assuming and I don't wanna, I don't wanna, I don't wanna tell him he did it, so I'm just gonna resend it myself, so.
[AGENT][NEUTRAL] Yeah, yeah, they do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Um, OK, to anybody's attention on the facts or just send it on over.
[AGENT][NEUTRAL] You could just say claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right, so I will do that. I guess there's no way to know if it goes really through or not.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] On your end.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If you want to give it, um,
[AGENT][NEUTRAL] Let's see, give it 7 to 10 business days and call back and we can give you a status on the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, that sounds good. All right, well thank you for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a good rest of your day and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Oh, OK, thank you. All right, bye bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye bye.