AccountId: 011433970860
ContactId: 357f3931-a4b6-4718-931e-fbcfe342c9a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 723549 ms
Total Talk Time (AGENT): 189936 ms
Total Talk Time (CUSTOMER): 269105 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/357f3931-a4b6-4718-931e-fbcfe342c9a6_20250513T15:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm alright thank you. Other than I need somebody to help me to look to see if I, uh, tell me exact exactly which form and where to find it to send to the this insured via email.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Because she wrote on the one that we mailed and then we denied it because it's not legible, um, the policy is 254-912-1 for Miss [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's the health, the current and former health care provider list.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] According to the note.
[AGENT][NEUTRAL] Um, check for pre-X based on effect your coverage return your medical history.
[AGENT][NEUTRAL] I wanna say that's gonna be the.
[AGENT][NEUTRAL] Is it gonna be the [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I don't, I don't know.
[CUSTOMER][NEUTRAL] And I don't, where do I even find that?
[CUSTOMER][NEUTRAL] A blank one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See, let me see
[CUSTOMER][NEUTRAL] Or do I need to
[AGENT][NEUTRAL] See, I know that we
[CUSTOMER][NEUTRAL] I mean, I don't wanna send a hub request for that, but I mean.
[AGENT][NEUTRAL] You all don't have a list.
[CUSTOMER][NEUTRAL] I know it's not part of the claim form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I wanna say that it is just the claim form and they're able to write down.
[AGENT][NEUTRAL] Uh, see medical history because we used to have one. Let me, let me see if I can pull it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] Forms and templates because I don't know where you are but find yours, but we have ours in SharePoint.
[AGENT][NEUTRAL] Where we go to it's called forms and templates.
[CUSTOMER][NEUTRAL] Oh yeah, it's that. Oh yes, see, I don't have that one.
[CUSTOMER][NEUTRAL] I'm looking at what she submitted.
[CUSTOMER][NEGATIVE] It's not legible.
[AGENT][NEUTRAL] What did she submit? It was.
[AGENT][NEUTRAL] Uh, let me look up, see what she put in here.
[CUSTOMER][NEUTRAL] Um, it's then on base.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean, I can't. I was just gonna email it, but I mean I guess I can send a request. I see that it looks like.
[CUSTOMER][NEUTRAL] It was requested for it to be mailed mail request another performer and current healthcare providers list that was done yesterday.
[CUSTOMER][NEUTRAL] But if I was able to email it.
[CUSTOMER][NEUTRAL] I'll just email it to.
[AGENT][NEUTRAL] Come on, By 25.
[AGENT][NEUTRAL] 121.
[AGENT][POSITIVE] Get a love on base.
[CUSTOMER][NEGATIVE] On bases is so slow. Ah.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] So slow.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm gonna have to say that I have never seen this one before.
[CUSTOMER][NEGATIVE] Oh [PII], if you've not seen that [PII], I'm in trouble.
[AGENT][NEUTRAL] I am serious. I have never seen this.
[AGENT][NEUTRAL] Primary care.
[CUSTOMER][NEUTRAL] Oh [PII]. OK. Well, what, mm, OK.
[AGENT][NEUTRAL] Let me see who, uh, let me see who.
[AGENT][NEUTRAL] Uh, who did this? [PII].
[AGENT][NEUTRAL] Alright, hold on, let me look and see this is, uh, [PII].
[CUSTOMER][NEGATIVE] Treating physician form is not legible.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEGATIVE] Yeah, that, that specific form is not anywhere.
[CUSTOMER][NEUTRAL] And it's not part of the cancer claim form. I just looked at that again and I didn't think it was. I've never seen that, but.
[AGENT][NEUTRAL] I've never seen this one, so this must be some new uh for cancer.
[CUSTOMER][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Lows cancer treatment and services.
[AGENT][NEUTRAL] I've never seen this one.
[AGENT][NEUTRAL] OK so I'm going back through all the forms to see and I'm not.
[AGENT][NEUTRAL] Guess I need to figure out what this one is.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] affidavit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] I've never seen this one.
[AGENT][NEUTRAL] I've never
[AGENT][NEGATIVE] And I can't even see the claim form number on the bottom.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] So it is the APL form.
[AGENT][NEUTRAL] I guess you can just go ahead and send it over.
[CUSTOMER][NEUTRAL] In a hover class?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Let's see, miscellaneous correspondence.
[AGENT][NEUTRAL] Nope, it doesn't have a claim form number on the bottom of it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Cause there's a copy of it in the one that they sent her in um.
[AGENT][NEUTRAL] I wonder, can is a way that we can upload this one.
[CUSTOMER][NEGATIVE] Where's the, I couldn't even find one. I don't see a blank one. I see the one that's not legible.
[AGENT][NEUTRAL] You, you said you were gonna.
[AGENT][NEUTRAL] Under the miscellaneous correspondence for 429.
[CUSTOMER][NEUTRAL] Well, I went into, uh, just, I went into the non-blanks. Let's see.
[AGENT][NEUTRAL] Uh, I mean it's in on base, a copy, a copy of the letter.
[CUSTOMER][NEUTRAL] Hold on. I'm like, yeah, I was in on base.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] Yeah, I'll just, OK, that's what I need right there.
[AGENT][NEUTRAL] Yeah, and so you can um.
[CUSTOMER][NEUTRAL] Where in the world does that form come from?
[AGENT][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] Alright, now let's see, Lord, I've never hold on [PII], I don't know that I know how to do this because I've never.
[AGENT][NEUTRAL] So I wonder if you go up to where it says send to.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Well, on my
[CUSTOMER][NEUTRAL] When I'm looking at this form I don't have a.
[AGENT][NEUTRAL] In on base under the document tab.
[AGENT][NEUTRAL] You wanna share your screen with me?
[CUSTOMER][POSITIVE] Send two options. Favorite custom import mail.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Say it again I'm sorry.
[CUSTOMER][POSITIVE] Yeah I can.
[CUSTOMER][NEUTRAL] Um, hold on one second, yeah, give me one second, I will.
[CUSTOMER][NEUTRAL] Maybe [PII], hold on.
[CUSTOMER][NEGATIVE] It's not gonna let me because I call through the I can't it's mm mm because I called you through just AWS so I can't share it.
[AGENT][NEUTRAL] Oh, got you, got you, got you. OK, alright, so I was gonna say is like if you're on when you open the document up, um, that opens up on the document tab and then there's like a little print like a little printer that says print, and next to it it says send to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm mm, say, um.
[CUSTOMER][NEUTRAL] Oh mine, it doesn't.
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEGATIVE] Well, it closed it completely out.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] So does she want it mailed or does she want it emailed?
[CUSTOMER][NEUTRAL] Emailed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see, I don't know why I can't.
[AGENT][NEUTRAL] Let me know when you have it open.
[CUSTOMER][NEUTRAL] Well, it.
[CUSTOMER][NEGATIVE] Mm this on base. I'm so tired of on base. I'm having trouble. Oh, it just closed on my own base out hold on [PII] it's gotta open back up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Mm, uh, shut it down. I'm having to sign back in on this.
[CUSTOMER][NEUTRAL] I can't email it though [PII] that's the thing she's saying it's in on base.
[AGENT][POSITIVE] Yeah, that's what I was trying to let you know. Yes you can.
[CUSTOMER][NEUTRAL] But I can't, yeah, I mean, I see it, yeah, I mean, I see it, but I don't see any male option. Let me just tell the lady.
[AGENT][NEUTRAL] I was gonna try to walk you through it.
[CUSTOMER][NEUTRAL] Yeah, if I can get on base to open back up.
[AGENT][NEUTRAL] Have you got a back open?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm mm. It's still thinking about it.
[AGENT][NEUTRAL] OK, because you can, uh, I'm gonna show you how you can email it to her.
[CUSTOMER][NEUTRAL] I tell what I'm gonna hang up with OK hold on let me just get it pulled back up first.
[CUSTOMER][NEUTRAL] It's still on base is still trying to come up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] This is crazy slow, especially when it has to completely reload.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK, so you said print, click the print.
[AGENT][NEUTRAL] Uh, no, um.
[CUSTOMER][NEUTRAL] because everywhere else they usually shows an envelope. I mean like says send to, oh there we go, send a mail recipient. I'm gonna do send a mail recipient. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Alright, yeah, so don't do for me. Yes.
[AGENT][NEUTRAL] That's correct and that's gonna email it to her. You'll be able to email it and put our information in and email it to her.
[CUSTOMER][POSITIVE] I got you. There it is now, but it was not on the screen a moment ago. It did not have that, so I don't know why, but it's there now. But that's OK when I closed it completely out and it came back, it's there. So thank you so much, [PII] for looking at this with me. I appreciate you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That's fine.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] All right, no problem.
[CUSTOMER][POSITIVE] OK. Thank you. Mm bye-bye.
[AGENT][NEUTRAL] Bye bye.