AccountId: 011433970860
ContactId: 2ae4125f-1ca8-4821-9418-370909a4c421
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136699 ms
Total Talk Time (AGENT): 91568 ms
Total Talk Time (CUSTOMER): 56160 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/2ae4125f-1ca8-4821-9418-370909a4c421_20250210T18:26_UTC.wav
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[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh hello, um, hi, this is [PII] and I'm just returning your call.
[AGENT][NEUTRAL] Yes, Ms. [PII], I was calling you because we received some medical records, which we didn't request those medical records. We're needing your doctor claim form filled out by the doctor that disabled you on [PII]. And once we get those, that form from you, then.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] We're gonna request medical records. The medical records we received with medical records after the date we need. We need medical records before you was delivered your baby. So I was trying to see what you working on getting us that physician claim form filled out by your doctor that we need.
[CUSTOMER][NEUTRAL] So I, I sent that, so my, um, we have a rep that I work directly with and he um had already submitted my physician claim form and then I um as well got an email and a text saying that you guys had received it. Should I just resend it?
[AGENT][NEUTRAL] Mm mm no, ma'am, we do not have it. The only claim form we have is the claim form that was filled out by the doctor that you was going to see for postpartum. We're not looking for that doctor. We're looking for the doctor that disabled you on [PII]. That claim form.
[CUSTOMER][NEUTRAL] Yeah, so, so that, that would have been my midwife and we did send that one.
[AGENT][NEUTRAL] OK, well, we don't have it. Only thing we received, the latest thing we received is 32 pages of just medical records that we can't use. So yeah, so yeah, if you got that form from your doctor, from the midwife, submit our claim form and then we'll go from there requesting medical records. So yes, ma'am, that's what we need. All right. Do you need our fax number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK thanks OK.
[CUSTOMER][NEUTRAL] Um, no, because he sends it to you guys directly. Our, um, like our direct guy that we submit through, he sends it to you guys directly. I'm not sure how he does it, but he sends it directly.
[AGENT][NEUTRAL] OK, well, as of today, tell them we do not have it and they need our fax number. You, you can call back and get our fax number because we don't have anything new except the medical records. That's all we have. All right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, OK, I will definitely um get with them.
[AGENT][POSITIVE] All right. Well, thank you, Ms. [PII], for calling me back and you have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Mhm thank you bye bye.