AccountId: 011433970860
ContactId: 0818f8af-3d11-490a-bbfd-c1a8171211cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199929 ms
Total Talk Time (AGENT): 108091 ms
Total Talk Time (CUSTOMER): 98154 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/0818f8af-3d11-490a-bbfd-c1a8171211cf_20250604T15:59_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi this is. At JIP tool and I have a question um if you're submitting a accident claim form, do you have to also um submit the authorization to disclose protected health information?
[AGENT][NEUTRAL] Mhm. Yes, that is correct. Um, the, the accident claim form is the, the full claim needs to be filled out and sent to us.
[CUSTOMER][NEUTRAL] OK, and that, but there's another claim form on the website.
[CUSTOMER][NEUTRAL] That says authorization to disclose protected health information, does that have to be filled out also or just the whole accident form?
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Just the whole accident form, um, the, the only way you would do that authorization is if you're trying to add somebody to get information on your behalf. Either a doctor's office or either a person or like a family member or anything like that, um, then you will use that authorization.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so if you're just a regular accident, just use the accident claim form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it just needs to be filled out entirely with the signature. And I'm sorry, I didn't quite catch your name. Can you repeat your name for my notes?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then you also have to have the physician fill out the.
[CUSTOMER][NEUTRAL] Part
[AGENT][NEUTRAL] That is correct, yes, um, the, mhm, yes, the accident claim form needs to be filled out entirely. Mhm.
[CUSTOMER][NEUTRAL] The part, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. If, if it was the emergency room, would you just call the hospital and like how do you get the emergency room to fill it out?
[AGENT][NEUTRAL] Oh, OK. Um, if, if you, if you went to an emergency, was it like a car, uh, accident or was it just like a regular accident like at home or just regular accident, OK. Um, let me have, I'm so sorry, Ms. [PII]. Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Just a regular, yeah.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] All right. So if it was an ER visit because of the accident, um, all you need to do is get an itemized bill from the ER with the diagnosis codes and send that together with the paperwork, OK? So just go ahead and fill everything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You wouldn't have to have the doctor? OK, you wouldn't have to have the doctor fill it out too.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, usually they, they will not fill it out if it, if it was an emergency rooms, and that's why we usually get just an itemized bill from the emergency room.
[CUSTOMER][NEUTRAL] OK, so, so he can just ignore the, the physician part that says attending physician statement, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] All right, I will tell him.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, mister?
[CUSTOMER][NEUTRAL] OK, that's all.
[AGENT][POSITIVE] All right. Well, you have a good afternoon and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.