AccountId: 011433970860
ContactId: 045eaee0-c2ee-41ca-b497-4d869fd32c05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 488059 ms
Total Talk Time (AGENT): 121246 ms
Total Talk Time (CUSTOMER): 271782 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/045eaee0-c2ee-41ca-b497-4d869fd32c05_20250227T15:39_UTC.wav
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[AGENT][POSITIVE] We one of these gracias Pama apele meiamalisia and keporiar.
[CUSTOMER][NEUTRAL] See one of the when I home here they go.
[AGENT][NEUTRAL] When it
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mo
[CUSTOMER][NEUTRAL] And mode foruna manda mandaro I mean.
[CUSTOMER][NEUTRAL] I mean make or principal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The end.
[CUSTOMER][NEUTRAL] Medical record peronagiola via manda calling from [PII] from the can payo maen solicita.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's a can of the fat.
[AGENT][NEUTRAL] OK, your party de la polia por favor.
[CUSTOMER][NEUTRAL] OK, I need information is.
[CUSTOMER][NEUTRAL] Set of those.
[CUSTOMER][NEUTRAL] Cincocite.
[CUSTOMER][NEUTRAL] Oh no no see at the address.
[AGENT][NEUTRAL] Graciasiu era la etche de nasal de instead.
[CUSTOMER][NEUTRAL] Settle set.
[AGENT][NEUTRAL] OK, glasses.
[AGENT][POSITIVE] You love us for that direction.
[CUSTOMER][NEUTRAL] Does Bento treaunoa Weicia decor.
[CUSTOMER][NEUTRAL] [PII] reno.
[AGENT][NEUTRAL] OK, class tamb employee verifica number de telefano.
[CUSTOMER][NEUTRAL] Sierra chose rea.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK, still checking on the moment, Tito, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII], OK. A is the stampediendo for medical records the
[AGENT][NEUTRAL] Doctor is.
[AGENT][NEUTRAL] Plas. Mhm.
[CUSTOMER][NEUTRAL] What player
[AGENT][NEUTRAL] E
[CUSTOMER][NEUTRAL] Pay me lamando yeah I guano guano yo guano yo islare paralostrami de paraeso yore mandeto toro with my perido and and a foma.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And la formai pero tapiendo for medical records if inel medical records for ellotolo la storia it to for el um diagnosis.
[AGENT][NEUTRAL] Dean Pendo for medical records.
[CUSTOMER][NEUTRAL] That all the them I I was at the end of work.
[CUSTOMER][NEGATIVE] a problem is the problem.
[CUSTOMER][NEUTRAL] Koleo una ole lafoa de merigorovian.
[CUSTOMER][NEUTRAL] Don't say it's a it's a it's a nonquenoque me this solamente about me.
[CUSTOMER][NEUTRAL] And I got pea or pea.
[CUSTOMER][NEUTRAL] Goraecute my mandareoba momento que queo el merio nova pato going to tell them noma was theater.
[CUSTOMER][NEUTRAL] Yo yeah the queen pola yo la so you do.
[AGENT][NEUTRAL] OK. And you say other place?
[CUSTOMER][POSITIVE] Good job.
[AGENT][NEUTRAL] Is that Arling legs?
[CUSTOMER][POSITIVE] A classic see one on the tenant.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Voya translaa Yamada uh the departmental de disability dad.
[CUSTOMER][NEUTRAL] To forward
[AGENT][NEUTRAL] OK, Mocito.
[CUSTOMER][NEGATIVE] You don't want me to post anyway again to you.
[AGENT][NEUTRAL] OK. OK, gracious moment it the poor.
[CUSTOMER][POSITIVE] OK, good
[CUSTOMER][NEUTRAL] Bye. OK, OK, bye.
[CUSTOMER][NEUTRAL] No, I don't put it then I.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you doing?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Good, I've got policy number 257.
[AGENT][NEUTRAL] 1973 [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] And he is upset that we are requesting medical records, doesn't understand why when he sent in all information that we've ever requested and more.
[CUSTOMER][NEUTRAL] OK, well, let me let you explain it to him but he'll know. Tell him that it's, uh, go ahead.
[AGENT][NEUTRAL] OK. Now,
[AGENT][NEUTRAL] And, and he does, he's called on the Spanish line, but he does speak English. His wife is there as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I can tell him.
[AGENT][NEUTRAL] Now, I've verified all of this information. Thank you. Let me get him on the line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, uh, [PII] but validar, OK.
[CUSTOMER][NEUTRAL] OK ma'am.
[AGENT][POSITIVE] OK, gracias. OK, [PII], thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes. My name is [PII] and I'm in the claims department and you're calling because we had to request medical records from your credit provider and I can explain to you why, OK, your policy effective date was [PII]. Any time you get a new policy and it's still within the 12 months.
[CUSTOMER][NEUTRAL] Preexisting period and you submit a claim before any benefits could be considered for payment we have to rule out that this is not a preexisting medical condition. So what we do, we get medical records, go ahead.
[CUSTOMER][NEUTRAL] What did you say?
[CUSTOMER][NEUTRAL] No, I'm sorry, keep going. OK, what we do, we have to request medical records from your treating doctors that you don't see within the last 12 months. So we ask for medical records from [PII] from Doctor [PII].
[CUSTOMER][NEUTRAL] LAT. That's who we request the medical records from, and we also sent out a delay delay letter that would go out to you letting you know that we're requesting those medical records and who they were requesting it from. That letter was sent out on the [PII]. It was mailed out our office. Have you not gotten that letter?
[CUSTOMER][NEUTRAL] Yeah that's the reason why we're calling yeah.
[CUSTOMER][NEUTRAL] Um, OK, OK, so yeah, [PII] is his primary doctor. Uh, the reason why we fill out the, the dis the disability or whatever you wanna call it, um, request it was because he was just, uh, under, uh, he went through surgery on, on [PII] for uh thyroid cancer. So this is not a pre-existing condition. This is something that it was just uh found and
[CUSTOMER][NEUTRAL] And know how to get uh that that's fine that's fine, but before we can determine that we have to get the information from the provider that we request the medical records from telling, you know, sending either the medical records during that time period or telling us in our letter that there's no medical records before that time period of uh [PII].