AccountId: 011433970860
ContactId: 0f3d4831-2a19-4f47-aded-9f5aee06e539
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188179 ms
Total Talk Time (AGENT): 64793 ms
Total Talk Time (CUSTOMER): 89033 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/0f3d4831-2a19-4f47-aded-9f5aee06e539_20250314T13:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] Oh I'm good how are you?
[CUSTOMER][POSITIVE] I'm good. Um, I have a little [PII]. Can you help me, please?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so it's policy number 2,566,030.
[AGENT][NEUTRAL] 256
[AGENT][NEUTRAL] 30
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's uh for [PII], it's claim number 3573386. Well, really it's all his claims. We're needing the medical records, but he, um he said he
[CUSTOMER][NEUTRAL] The doctor that we're requesting the medical records from, he wasn't his patient during the time frame that we're asking for. So I didn't know. I said, well, who, who was treating you in or in [PII]? He said, I was just seeing my primary care. So how do you want me to handle that?
[AGENT][NEUTRAL] It looks like they sent him a form. Has he already completed the form and send it back in to us?
[CUSTOMER][NEUTRAL] Well, he said he got the letter and then he saw the dates and he, that's what made him call cause he um
[CUSTOMER][NEUTRAL] He wasn't the doctor's patient during this time.
[AGENT][NEUTRAL] OK, so we haven't, we haven't requested the medical records yet. That's why we're sending him that form for him to uh give us the names, give him the names. He has to complete that form and return it to us so that's probably asking for the names of the doctors. So that's what he would supply us with that information and then we would check.
[CUSTOMER][NEUTRAL] Due to release.
[CUSTOMER][NEUTRAL] Wait, so we didn't send, OK, wait. So this letter to Doctor [PII] asking for the medical records for last year, the patient saying he was never his patient during last year, so there's no records. So what, what can he send to us?
[AGENT][NEUTRAL] So we have a letter, we have a letter in Onase that we send a letter to Doctor [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give me 1 2nd to pull that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says um [PII] if that helps.
[CUSTOMER][NEUTRAL] Of this year.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's look
[AGENT][NEUTRAL] OK, so maybe did we get something back?
[AGENT][NEUTRAL] Maybe that's why.
[AGENT][NEUTRAL] Because we just, we just sent him on [PII] we sent him a letter, so maybe that's why we're asking him for the names of his doctors so that we can send it to the correct one because that information went out on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I will let him know thank you. I was just confused and wasn't, I'm not really confused. I just didn't know how that works.
[AGENT][NEUTRAL] Um, yeah, that's, that's my guess, yeah.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK, well, I'll let him know and then uh we'll just go from there.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] All right, have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.