AccountId: 011433970860
ContactId: 1d3ba4a9-fd55-49bf-92e1-c665c73234e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 529989 ms
Total Talk Time (AGENT): 229133 ms
Total Talk Time (CUSTOMER): 133946 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/1d3ba4a9-fd55-49bf-92e1-c665c73234e2_20250625T14:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hi, I'm trying to fill out this HIPAA form, and I need help trying to fill it out.
[AGENT][NEUTRAL] OK. Is it a third-party authorization form or like a HIPAA form that comes with a claim form?
[CUSTOMER][NEUTRAL] It says authorization to disclose protected health info.
[AGENT][NEUTRAL] OK, and your name is? I'm sorry.
[CUSTOMER][NEUTRAL] This is [PII] calling.
[AGENT][NEUTRAL] And Ms. [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 02627082.
[AGENT][NEUTRAL] Thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, ma'am.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And you said the policy number is 2627082?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it's a policy under a different name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] Uh, one moment, let me pull up the form so I can look at it with you.
[CUSTOMER][POSITIVE] Oh, good.
[AGENT][NEUTRAL] Well, the form is something that your husband, uh, will have to complete since he will be giving us authorization to disclose information with you.
[CUSTOMER][POSITIVE] Yeah, that's I'm trying to, I'm trying to help him with it. That's why I'm calling.
[AGENT][NEUTRAL] OK, uh, what specific information are you needing on the form?
[CUSTOMER][POSITIVE] Well, it's just giving, uh, he's just giving me permission so when I call, I don't have to go through him.
[AGENT][NEUTRAL] Yes, ma'am. So, he will have to fill out the first part, section A, which is his name, information.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Uh, section B about the information to be disclosed, it's letting us know what information we can disclose to you.
[AGENT][NEUTRAL] Uh, section C is listing the person's name.
[CUSTOMER][NEUTRAL] Which would be what? Uh, uh, all medical information?
[AGENT][NEUTRAL] Any information he's allowing us to disclose to you.
[AGENT][NEUTRAL] Like if he just want us to give you benefit information or claim information, he'll have to list it.
[AGENT][NEUTRAL] Because whatever he puts there for us to disclose, that's the only information we can disclose per what he lists in section B.
[CUSTOMER][NEUTRAL] So it would be like claims and.
[CUSTOMER][NEUTRAL] So section B, there's like two gray areas. This is, it says this author authorization allows LPL to release the type of information as.
[AGENT][NEUTRAL] Right, there's the first one is the, the purpose of, um, us allow giving us permission to, and then, then the second one is the information we are allowed to give.
[CUSTOMER][NEUTRAL] So that would be like on
[CUSTOMER][NEUTRAL] Claims and any insurance.
[CUSTOMER][NEUTRAL] I put down claims in any medical forms.
[CUSTOMER][NEUTRAL] Or records
[AGENT][NEUTRAL] Like I said, it's any information he is allowing us to give to you, and then section C would be who we can give it to like your name.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Relationship
[AGENT][NEUTRAL] Uh, [PII] DSS.
[AGENT][NEUTRAL] Pretty much disclosing that uh we understand that this authorization is voluntary and then section E is.
[AGENT][NEUTRAL] Give what time frame that we can give the information to um typically.
[AGENT][NEUTRAL] It usually lasts 2 years or if he has a specific date and he can place it in that little blue box uh for section E and then he would need to sign and date it.
[CUSTOMER][NEUTRAL] OK, so back to section B, the first gray area. I'm gonna put to give my wife permission.
[CUSTOMER][NEUTRAL] In section B
[AGENT][NEUTRAL] He can put down the purpose of the information like given to my wife, uh.
[AGENT][NEUTRAL] For assistance or something like that, what is the purpose of us giving that information?
[CUSTOMER][NEUTRAL] Giving my wife.
[CUSTOMER][NEUTRAL] Permission.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] Where do I send this to?
[AGENT][NEUTRAL] Uh, it can be faxed to, no, it can be faxed or emailed, um, emailed to our care team at [PII].
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] OK, now I'm trying to also sign him up in the portal but it's not letting me.
[AGENT][NEUTRAL] OK, uh, we would need to speak with him to verify his information we have in the system to make sure it's correct, but it's all that his information since he is the policy holder.
[CUSTOMER][NEUTRAL] Well, all of the information in there is correct.
[CUSTOMER][NEGATIVE] And it still won't let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's not saying what the error is.
[AGENT][NEUTRAL] And when trying to set up on the online service in our account, are you choosing uh insured?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and it asks for the last name, social, date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, zip code and email address.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And from there it should go to where you would hit complete and then it'll send a verification code to the email address to where he can add that and then add a password.
[CUSTOMER][NEUTRAL] Nope, it says here.
[CUSTOMER][NEUTRAL] But it's not showing me what's missing.
[AGENT][NEUTRAL] OK, is Mr. [PII] there with you?
[CUSTOMER][NEUTRAL] He's in the other room.
[AGENT][NEUTRAL] OK, I can, if I can speak with him to verify all the information we have and verify that it is correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if not, then we can send a request to have a representative contact him back in regards to help him with troubleshooting or.
[AGENT][NEUTRAL] Entering the information. Sometimes if you clear out your browser, that could help.
[CUSTOMER][POSITIVE] OK, I'll try that again later. If I need help, I'll call you back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Yes, ma'am. All right, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] All right bye.