AccountId: 011433970860
ContactId: 0085ecb7-5144-4402-97fe-0a965ced1c7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 649030 ms
Total Talk Time (AGENT): 154684 ms
Total Talk Time (CUSTOMER): 471832 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/0085ecb7-5144-4402-97fe-0a965ced1c7b_20250310T15:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, this is, my name is [PII]. I was, um, filling out some forms here and there was just a couple of questions that I need to make sure I'm answering some of this right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. Well, I can definitely help you with your questions. How are you doing today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm trying to do OK. How about you?
[AGENT][POSITIVE] I'm doing good. Um, may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] OK, now it's gonna be my brother's policy that's why this is kind of like general questions I'm trying to get these things where I can get the disclosure to where I can talk to you on different things and I was told before and stuff like this, this is just general they can tell you. Um, but I'll give you my phone number's [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and um what type of farm are you looking at?
[CUSTOMER][NEUTRAL] OK, one of them is, and this, this might be an easy question, it's where it's request for a change of beneficiary because they said, nope, they said nobody was on there really, and I didn't even know you would have a beneficiary on this cancer policy, but OK, whatever. So I guess I need to help but there were two things on here. I know where I got his name in here and all this that and then his policy number and it says Social Security or tax ID if trust or organization.
[CUSTOMER][NEUTRAL] Do I put a Social Security. I typed it in, but should I does it need to be there because it says if trust or organization.
[CUSTOMER][NEUTRAL] On this top part here where it's asking for his social security.
[AGENT][NEUTRAL] It trusts organization.
[AGENT][NEUTRAL] Um, yeah, you can put, so it says for the social, if it's for a trust.
[CUSTOMER][NEUTRAL] I mean,
[AGENT][NEUTRAL] No, you don't have to put the, because you're not on behalf of a trust, you're just a sib, you're his sibling, right?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, I, it's not gonna hurt if you put it there, but you don't have to because you're not, it's not like on behalf of a trust or like a organization.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh, OK, because I, I put it on there. It let me type some of these, a couple of these forms. It cut off the year, so I just hand when I printed it off I just hand finished out the year like his date of birth, it wouldn't put the [PII] and then there was another it wouldn't put [PII] it just put 20 so I had to put the 25 on the end. It was weird.
[CUSTOMER][NEUTRAL] Um, but everything else went in there, but, and on mine I actually put my Social Security, the primary beneficiary, is that OK or should I have left that off?
[CUSTOMER][NEUTRAL] I guess it's OK to put it because I.
[AGENT][NEUTRAL] No, that's fine. Yes, that's fine.
[CUSTOMER][NEUTRAL] Good, OK, alright, and then on this other one, this, uh, authorization to disclose protected health information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I wasn't sure what to write in here or a couple of these so I wanted to ask you, um, that section B where it says um about the information to be disclosed.
[CUSTOMER][NEUTRAL] It says something about to um.
[CUSTOMER][NEUTRAL] You know, to disclose the above name individuals for the purpose of.
[CUSTOMER][NEUTRAL] And there's a blank, I mean.
[CUSTOMER][NEUTRAL] I, I'm, I'm a little confused.
[AGENT][NEUTRAL] I would just put all there.
[CUSTOMER][NEUTRAL] Just the ALL? OK.
[AGENT][NEUTRAL] Mhm. So for what, no matter what the reasoning is for the call, it's all of it. We can talk to you about it all.
[CUSTOMER][POSITIVE] I think I can do that.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] Good good and then it says also the next one this authorization allows to release the type and amount of information is specified below put all on that one too.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I put down, I got, you know, [PII]'s sister.
[CUSTOMER][NEUTRAL] Uh, and then there was something else down here near the bottom on the very right hand side. It says, um, something about otherwise unless otherwise revoked this authorization will expire on the early the following date event or condition or 24 months. What do I wanna put in this box because I, I kind of needed to go till I guess.
[CUSTOMER][NEUTRAL] You know, unfortunately until he's gone, um, should I put the 24 months or should I?
[AGENT][NEUTRAL] The 24 months was the most that it gave for now?
[CUSTOMER][NEUTRAL] Yeah, it says something like I say it says um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Some of this authorization will expire on on the early of the following date, event or condition or 24 months, whichever period is short.
[AGENT][NEUTRAL] I would do 24 months.
[CUSTOMER][NEUTRAL] Just put 24 months in that box, OK.
[CUSTOMER][NEUTRAL] OK, 24 months.
[CUSTOMER][NEUTRAL] And then I've already got him signing these things and all um.
[CUSTOMER][NEUTRAL] I was gonna ask they had said something about that I could scan them back in the computer and.
[CUSTOMER][NEUTRAL] Flip them over to will it does it let you do it online on these forms like this to where it can actually submit online or do we need to fax it?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] It depends. So you can, uh, you really could do both. It's your preference really.
[AGENT][NEUTRAL] Because we do have the online portal. Is the policy, because I didn't pull up the policy is the policy still active?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh yes, oh absolutely.
[AGENT][NEUTRAL] Oh, then yes, you have the online service center as well.
[CUSTOMER][NEUTRAL] OK, so since I printed these off and had to fill in these little where he signs and all because you can't sign it online unfortunately, you know, it's too bad you can't put, you know, but it, it doesn't let you sign it online so um but uh so I can just scan these probably back in and then somehow or another when I'm going through it will ask me to attach things I guess.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, mhm, and then you'll just upload it all together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I probably need to uh do this separately, right?
[CUSTOMER][NEUTRAL] Not each one separately send it well I guess yeah I would.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For both of the claims?
[CUSTOMER][NEUTRAL] Which is fine.
[CUSTOMER][POSITIVE] Well, there's, there's gonna be a claims coming to you. I finally got the went to the billing department this morning and got itemized bill and the EOB and that's what they said we needed and um so I've got those so they'll be and they emailed them to me also they gave me paper copies and they emailed them so because the other girl, she says, oh yeah, all you gotta do is just drop and drag or drag and drop and you know she says it'll be so much easier for you.
[CUSTOMER][POSITIVE] And you know, so I said awesome, yeah.
[CUSTOMER][NEUTRAL] You know, so, OK, but I just want to make sure I was filling this out right and I guess on this beneficiary it looks like we have to go somewhere like to the bank or whoever has a a notary.
[CUSTOMER][NEUTRAL] Because I say you have to have a notary public and.
[AGENT][NEUTRAL] And you know what, for that one, I think the one that needs the notary, you, you'll have to mail that one, that's the beneficiary.
[CUSTOMER][NEUTRAL] The satin.
[CUSTOMER][NEUTRAL] Yeah, it's, it's request for change of beneficiary.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you'll have to mail that one.
[CUSTOMER][NEUTRAL] Mail it.
[CUSTOMER][NEUTRAL] Come on.
[AGENT][NEUTRAL] Yeah, because it has the, because the notary, the seal, you can't like upload it or anything.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, and even on the fact you couldn't tell that it was on there.
[AGENT][NEUTRAL] Yeah, you won't be, it'll be like really darker, you know, it won't come up on like electronic, you'll need the actual paper for that.
[CUSTOMER][NEUTRAL] Oh, so we'll need to mail these two sheets, OK, and I gather it does say, uh, up here I guess does it just go to this wow, let me see if I can read this [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, that's customers.
[AGENT][NEUTRAL] That's the custom, that's the, uh, that's where the beneficiary form goes. The claim form will go to the claims mailing address.
[CUSTOMER][NEUTRAL] Or is that what it does?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, the claim form I think we can do online. I don't think we ever had to mail that.
[AGENT][NEUTRAL] Yeah, you can do that online.
[CUSTOMER][POSITIVE] Yeah, OK, well I'm glad you told me.
[AGENT][NEUTRAL] You just have to mail the other one because of the seal.
[CUSTOMER][POSITIVE] Yeah I'm glad you said that because I would not have even remotely thought, oh I don't have to do this.
[CUSTOMER][NEUTRAL] Well, I'm glad you told me that because that would have been, of course I would have found out the hard way and I had to then mail it I guess.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, all right, yeah, I, when I was pulling up this thing where it says like on my account or something like that where you go in and you get to my account and all um the address and all that I see in there that's the one that we wanna make sure is on there because he actually lives at a different address but everything comes to me.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I believe that would be, that's what I see on there. That's the address I wanna use, right? Whatever pulls up under my account, his name. OK, good, good, good, because we had it changed after our mother started getting dementia and all. She'd throw away stuff, so it had to come to somebody who wouldn't throw away stuff, you know, so um that's why.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so how would they know?
[CUSTOMER][NEGATIVE] Yeah, I mean, that happens, you know, they'll get a bill and they're just throw it in the trash.
[CUSTOMER][NEUTRAL] You know because they don't, they're mine.
[AGENT][NEGATIVE] And sometimes the way it's, yeah, it's in there, you can't even tell it's a bill for real.
[CUSTOMER][NEUTRAL] Well, and the thing is with them is when they get dementia, they, they don't, the brain just doesn't process what they're looking at. So they just throw it away.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And uh but anywho, but I appreciate your time and I'm gonna try to get all this together and.
[CUSTOMER][POSITIVE] Get it, get it ready to go.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK, um, let me ask you this, uh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That one about the disclosing of the information you said that of course I don't know if I'll be able to.
[CUSTOMER][NEUTRAL] I don't know if I might could upload that one I'll try if I can, um, but if you, when you fax it, about how long does it take to wear.
[CUSTOMER][POSITIVE] You know, once y'all get your hands on it too, before it's like, OK, we, we can talk to you without him, without him every time getting on the phone.
[AGENT][POSITIVE] Um, so once we receive it, they put it on the policy. So, so like if you send it in electronically and we get it today, we can put it on there today, probably tomorrow at the latest. It's, it's very quick.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh well good. OK, so it's not like a week. OK, alright, that that sounds awesome. I think that would be it. I appreciate your time.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] You're very welcome. Well, thank you so much for calling [PII]. I hope you have a great week, [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] All right. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.