AccountId: 011433970860
ContactId: 17d9df66-27ef-487e-b425-c3489db04beb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 819979 ms
Total Talk Time (AGENT): 274877 ms
Total Talk Time (CUSTOMER): 393763 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/17d9df66-27ef-487e-b425-c3489db04beb_20250313T21:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Hi, my name is [PII], um.
[CUSTOMER][NEUTRAL] I'm calling on behalf of [PII]. I just want to check, uh, cause back in
[CUSTOMER][NEUTRAL] October last year, we sent off an authorization for disclosure of protected health information, but when I called last time you guys said you don't have it. So I'm just calling to check again before we fax it.
[AGENT][NEUTRAL] OK, Mr. [PII], what is the callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you say you're calling from a provider's office?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, this is your personal policy?
[CUSTOMER][NEUTRAL] I'm calling on behalf of [PII]. This is [PII].
[CUSTOMER][NEUTRAL] He's my dad and I'm his power of attorney, but I need to get the original document to send to you guys. But um
[AGENT][NEUTRAL] That.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, he had a missing check and he sent out a response via fax. It's been about 2 weeks now.
[CUSTOMER][NEUTRAL] And um I originally called to see if you guys received that fax but of course no one could disclose anything so I thought that was strange because we sent in a document, but then I was told you guys don't have it so I just wanna double check if y'all have the.
[CUSTOMER][NEUTRAL] Authorization for disclosure of CHI and if that's the document you guys need to.
[AGENT][NEUTRAL] OK, I can check on it. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I don't have the policy number at hand, I'm sorry.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] OK, let me have the spelling of the last name.
[CUSTOMER][NEUTRAL] It's [PII] He used to have a health policy, but it's lapsed. So all he has is the dental, so I don't know what all you guys have access to. Are you able to find it, confirm?
[AGENT][NEUTRAL] Mm, um, I'm trying to search. I, I need to do a name search and
[CUSTOMER][NEUTRAL] Why are you?
[CUSTOMER][NEUTRAL] What's the thing.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] You said [PII], correct? [PII]?
[CUSTOMER][NEUTRAL] No, it's [PII] Last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I can hardly hear you. There's like a um sound like, like if you're in a car or something.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I am if you need me to repeat, just, you know, keep telling me.
[AGENT][NEUTRAL] Yeah, OK. Oh.
[AGENT][NEUTRAL] Yeah, if, yeah, if you don't mind because I'm really having a hard time hearing the spelling of the first name. I think I got the last name already. I just need the first name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So his first name is [PII].
[AGENT][NEUTRAL] There, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you. Yeah, I got everything but [PII]. I got [PII], I got [PII]. I got.
[AGENT][NEUTRAL] OK, let's see, yeah.
[CUSTOMER][POSITIVE] Oh, funny.
[AGENT][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] Well, it's not that bad cause my name is [PII], but I've been called [PII] before. When I called customer service and I'm like, uh, that's nowhere near my name, but OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm definitely not a [PII].
[AGENT][NEUTRAL] Mm, OK. And, and [PII] it's gonna be just um there's no other last name, there's not a junior or a senior or anything like that?
[CUSTOMER][NEUTRAL] No, it's just [PII] for November. But like I said, the account, uh he doesn't have the health policy anymore, so I don't know if it goes to a different department. Um he got audited for, you know, just the payments that were issued to him and they found that there was a check that wasn't cashed. So he got a letter.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You know that such and such wasn't cash for August or whatever and uh.
[AGENT][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] Check number 1859415.
[AGENT][NEUTRAL] 185. Let me have that checked one more time. I can find the policy like that. 185.
[CUSTOMER][NEUTRAL] And so,
[CUSTOMER][NEUTRAL] 0 1859415.
[AGENT][NEUTRAL] OK, let me try that round.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I can. Why just freaking change.
[CUSTOMER][NEUTRAL] My patient.
[CUSTOMER][NEUTRAL] Yeah and people.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm still searching. I'm waiting on the system, OK? I'm just gonna pull it up with the check number.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just let me know when you're done so I could try to handle getting unlocked from the portal.
[AGENT][POSITIVE] OK, sure, no problem.
[CUSTOMER][NEUTRAL] Oh no, I was talking to my son. I'm sorry.
[AGENT][POSITIVE] Oh, I'm sorry
[AGENT][NEUTRAL] OK, sure. I'm doing here.
[CUSTOMER][NEUTRAL] Yeah, he's doing.
[AGENT][NEUTRAL] OK, yes. I'm still waiting on the system. It's taking a little bit to pull up, probably an old check.
[AGENT][NEUTRAL] Usually takes a little bit to pull up.
[CUSTOMER][NEUTRAL] I think what happened maybe that, no, cause I don't know what happened, to be honest, cause like that PHI authorization, like, when I called the office where my dad set up the APL and everything, like they, they can take my calls no problem, so I figured they have it, but for some reason.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Customer service.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And I don't know why cause I would have faxed it to the fax number on here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I'm gonna have to resend it.
[CUSTOMER][NEUTRAL] Probably.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, let me have a callback number just in case we get this. I think you already gave it to me. [PII]. OK, I'm gonna put you on a brief hold. I'm just gonna try to look it up a different way, OK? One moment.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, well, let me see what else I have on the document real quick hold on. I might have it. I don't know if it has an account number. Let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, it has a payee reference number, check number.
[AGENT][NEUTRAL] What's, what's the reference number? Do you see a reference number besides the check number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's 00.
[CUSTOMER][NEUTRAL] 23
[CUSTOMER][NEUTRAL] 07
[CUSTOMER][NEUTRAL] 927.
[CUSTOMER][NEUTRAL] And it says if there's any questions or additional information to contact [PII] and it has a phone number and extension there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. Did you send the POA, um, the power of attorney as well, or did you just send the documents?
[CUSTOMER][NEUTRAL] I'm sorry, what was your question?
[AGENT][NEUTRAL] Have you sent a copy of the power of attorney or no?
[CUSTOMER][NEUTRAL] No, um, not yet. It's in, uh, [PII] cause my dad's in the hospital in [PII] and I drove back to [PII] and he signed the POA documents down there. So I have to go back to [PII] to get them.
[AGENT][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. So, are you trying?
[CUSTOMER][NEUTRAL] But um I'm gonna upload them as soon as I.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] OK. So are you trying to send in the the authorization form or you're already, you already sent that in and you're trying to find out if we got it?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, I'm trying to find out if you guys have it because again we did this back in October last year and I just wanna double check with someone if you can find it if not then I just wanna make sure I got the right fax number to send it to and also just confirm that this is the document you need in order for me to check um.
[AGENT][NEUTRAL] If we have it.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The status of that.
[CUSTOMER][NEUTRAL] Check that he's supposed to get reissued.
[AGENT][NEUTRAL] OK. All right. Um, let me check the, mhm.
[CUSTOMER][NEUTRAL] And of course I'll upload the PO8 0 sorry, go ahead.
[AGENT][NEUTRAL] No, it's OK. It's OK. OK. Yes, um, so you were saying that you will upload that POA whenever you get it. It's fine. Um, what is the, what is his date of birth just for verification and the address?
[CUSTOMER][NEUTRAL] Yeah, I will.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm waiting on the documents to see if I can find that document uh.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] And I don't know if you could tell me at least if like.
[CUSTOMER][NEUTRAL] That document was received for not only for the authorization of PHI but like the um
[CUSTOMER][NEUTRAL] The response
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That he sent that, that it was not cash or deposited.
[CUSTOMER][NEGATIVE] And it's not in his possession because it was sent like 2 weeks ago and I mean there hasn't been any sort of response.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] I don't see that authorization form being received and without without that authorization form, we cannot release no information at all from the policy. Um, but I can tell you is that um.
[CUSTOMER][NEUTRAL] Don't
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] That in the form is in our website at [PII].
[AGENT][NEUTRAL] And it has to be filled out by the insured and it could go to the fax number that is listed on that form.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that's what, let me go back to the I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we did that. That's why I'm like, what?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It's 1 no it's 2 pages on.
[CUSTOMER][NEUTRAL] OK, the second page is where he filled everything out. The name, date of birth, address, phone number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, section B, section C, then the signature date and the relationship of the personal representative, like he did all of that, but I'm gonna resend it. I just wanna double check the fax number [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that is correct. Yes, that is the fax. And now we do receive a lot of faxes uh all day long so sometimes it will not get here because it will, you know, like bump to each other and it just doesn't get here. So, um, you need to try until you get an OK because sometimes it it will take a little bit for you to get an OK that it went through. But you can always fax it and wait 24 business hours and call us back to make sure we received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.