AccountId: 011433970860
ContactId: 5481f1a5-9a8b-4131-a0e0-98fbf577a324
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 935690 ms
Total Talk Time (AGENT): 307020 ms
Total Talk Time (CUSTOMER): 449076 ms
Interruptions: 16
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/5481f1a5-9a8b-4131-a0e0-98fbf577a324_20250127T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, I called this morning and spoke to someone, um.
[CUSTOMER][NEUTRAL] My husband has insurance with y'all through his work, and um the last lady that looked it up said that when she looked at the authorized disclosure form that we needed another one and y'all sent me one. So I thought we had a fax machine at work, but we don't. So how else can I send it to y'all without putting it in the mail because it's got a social one there and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can email it. It's just an authorization you can email it to [PII].
[CUSTOMER][NEUTRAL] Care team.
[AGENT][NEUTRAL] Uh-huh, care team
[CUSTOMER][NEUTRAL] C A R E T E A M.
[AGENT][NEUTRAL] Mhm. At.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] Uh, Apple Mary Peter University, Bobby, Larry, IC.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and that's it? OK, let me see if I got it right here.
[AGENT][NEUTRAL] Yes [PII] and you may wanna put the policy number in the subject line. What's your name?
[CUSTOMER][NEUTRAL] Uh, his name is [PII].
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm his wife. Y'all have the old one on there, but the lady said.
[CUSTOMER][NEUTRAL] One lady told me, I mean y'all been giving me the information, but she said I don't think he's got it filled out right or something. I mean unless you wanna look at it and see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Um, it's 232-1712.
[AGENT][NEUTRAL] OK, and what's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, give me one second, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And my name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, give me a minute. I need to get somebody's authorization on this because of the amount, OK.
[CUSTOMER][NEUTRAL] [PII], can you sign off on this for a $100,000 quarter plantation?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second, [PII].
[CUSTOMER][NEUTRAL] Ms feel that they deposit 100,000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you. OK.
[AGENT][NEUTRAL] Give me 1 2nd, [PII].
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][POSITIVE] Alright, thank you. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're still there? OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, [PII], uh, [PII], what's your spouse's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], his date of birth is [PII].
[AGENT][NEUTRAL] And what policy number did you give me?
[CUSTOMER][NEUTRAL] 2321217.
[CUSTOMER][POSITIVE] Let me make sure I wrote that down the line. Hold on because I got a copy of the card right here. Yeah, 2321217. Group number 13531 and Middle 60 hey baby, how you doing? Oh, pretty dog. He's a happy camper.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Somebody put their dog to work.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so it says that insured spouse will fax off for her to see med. Did you request something?
[CUSTOMER][NEUTRAL] No, the lady that I talked to last Friday, she goes, um, what's your name? and she goes, um, I think this form was filled out incorrectly. We're gonna need to send you another one. I'm like, OK, so we got in the mail.
[CUSTOMER][NEUTRAL] So I mean, I know y'all have one on file.
[AGENT][POSITIVE] Yeah, because I, I spoke with you last week. Yeah, I spoke with you last week.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So is it OK? Do I need to send this one in or what? I mean, I don't know.
[AGENT][NEUTRAL] Did she
[AGENT][NEUTRAL] Well, did she say why? did she say it was completed incorrectly?
[CUSTOMER][NEUTRAL] She just said she didn't see something filled down so she sent me a letter and it said, the letter said fill out section A, section B, section C, and then he's supposed to sign in at the bottom.
[AGENT][NEUTRAL] OK, give me a second.
[CUSTOMER][NEUTRAL] So I don't know what all that means um.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Yeah, we didn't know what to put and be we just put claims and benefits and then authorization allows APL to release the type and amount of information to.
[CUSTOMER][NEUTRAL] It specified below, well, I mean anytime you deal with insurance, you want to find out, you know, what it covered, what, you know, when I mean, I don't know.
[AGENT][NEUTRAL] Yeah, so it, it should be specifically stated we can't assume because we're an insurance company, uh, it has to be specifically.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So what do I put? I put claim. We put claims benefits, any information about, uh-huh.
[AGENT][NEUTRAL] So you're so whenever you call.
[AGENT][NEUTRAL] Whenever you call, what information are you asking for?
[CUSTOMER][NEUTRAL] Like, did they receive a claim? Um, how much was paid? How much is the balance of the 6000, you know, that he's.
[AGENT][NEUTRAL] So, so that's claim.
[AGENT][NEUTRAL] So that's claim status so you can put claim status that's providing you with the claim status.
[CUSTOMER][NEUTRAL] I put claim status, I put benefits and any information about this insurance policy. We didn't know, we didn't know.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Very good. Yeah, that's good. Let me pull up the form real quick.
[AGENT][NEUTRAL] OK, so complete sections A through C and E.
[AGENT][NEUTRAL] So A is going to be basically the demographic.
[CUSTOMER][POSITIVE] Yeah, he signed well.
[AGENT][NEUTRAL] B is.
[CUSTOMER][NEUTRAL] What is E?
[AGENT][NEUTRAL] I think is a document that says uh revocation and expiration of authorization for disclosure and so it says I understand that I have the right to revoke this authorization at any time. I unders.
[CUSTOMER][NEUTRAL] Yeah, I have it in front of me, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But what does he do in a little shaded box that says unless otherwise we're both this authorization will expire on oh that's for you to put a date it's supposed to expire, huh.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] OK, OK. Well, if the old one didn't expire.
[AGENT][NEUTRAL] So if there is nothing there, it says for 24 months whichever period is shorter and so the if if nothing is put in the box, then the authorization that you're gonna send will be active for 24 months or 2 years.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so if you wanted it shorter, that's what that box is for, yeah.
[CUSTOMER][NEUTRAL] So that might be why I mean.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, we didn't know we just left it blank.
[AGENT][NEUTRAL] OK. And then you completed A and then in B, what did you put in in um section B?
[CUSTOMER][NEUTRAL] Mhm. A is his information, right? We put his name, his date of birth, his social, and then, um, B, we put for the first blue box we put claims and benefits because we didn't know. And then the second says this we put the same thing, claims benefits and any information about this insurance policy. And then C we put my name, didn't actually put anything else about my information like my date of birth, something for you verify who I am.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, hold on one second, [PII]. So back up to section B in that first blue box, what did you put?
[CUSTOMER][NEUTRAL] Done.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Claims and benefits. We don't know what to put.
[AGENT][NEUTRAL] So the purpose of this form is to allow APL or business partners acting on behalf of APL in the administration of APL products and services to disclose the above named individuals protected health information for the purpose of.
[CUSTOMER][NEUTRAL] Well, what are we supposed to
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We put claims and benefits. I don't know what we didn't know what to put.
[AGENT][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] And then the next one it says.
[CUSTOMER][NEUTRAL] OK, and then for the 2nd blue box I put claims, benefits, and any information about this insurance policy.
[AGENT][NEUTRAL] Yeah, so that's what we can release to you in that box.
[CUSTOMER][NEUTRAL] OK. OK. OK. And then see, I put my name, but it doesn't ask for my birthday or anything for you to verify anything, you know what I mean? It just says.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me a second. The above.
[AGENT][NEUTRAL] The above listed information may be disclosed and used by the following individual organization and so he really should be completing the form. Your name is gonna go there in numbers in section C.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's saying that too we we are we can disclose the information too.
[CUSTOMER][NEUTRAL] Yeah, that's what, yeah, that's what we did. I just wanna make sure it's right. Yeah, but my question is, how are you gonna know who I am unless I give you my date of birth or some pertinent information? I mean, you have it. I know y'all asked me that.
[AGENT][NEUTRAL] So your name is there.
[AGENT][NEUTRAL] Yeah, mhm, and then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, but if, if he is completing the form and put your name in section C, and if he signs and authorize it at the bottom.
[CUSTOMER][NEUTRAL] So how you, you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Then it's a legal document and if he's OK, so then we're good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] He did.
[AGENT][NEUTRAL] And, um, he needs
[CUSTOMER][NEUTRAL] OK, no, no, but I, you, you understand what if this is his first time and we filling out the form, but all you have is my name when you, when you call, how you gonna verify who I am, you know that, but I mean y'all got me on record, so I mean, I mean y'all have asked me, OK.
[AGENT][NEUTRAL] Yeah, so he'll put your full name, he'll put your full name and your relationship.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Spell
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] First and last name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, now, and, and you said it's [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] We'll go ahead and fax that over then. Um, I, we don't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I think on the other one that you sent section section B was not completed.
[CUSTOMER][NEUTRAL] OK, OK, OK, we'll take care of that then, um, he, uh, he filled it out this morning, but like I said, I wanted to call and verify that everything was right before we send it in.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. All right. I think you're good now.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] But, OK, then. Well, I'll go ahead and do that and how will I know if they got it or not?
[AGENT][NEUTRAL] When you send us the email, you'll get a response saying that um we received your email and some other verbiage confirming that we received it. Now, you have the same last name, [PII]?
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII], uh-huh.
[AGENT][NEUTRAL] OK, OK, I knew that, but I just wanted to ask for, yeah, for, for calls sake.
[CUSTOMER][NEUTRAL] Been married 44 years.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh? What?
[AGENT][NEUTRAL] Just for this call, just to document the call. I wanted that to be known. I figured, but I didn't wanna assume. OK.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, that's me.
[CUSTOMER][NEUTRAL] Yeah, and we do have the app, so I mean I can see the claims and stuff, but um I just don't see the, I just don't see any claims. Do y'all pay for prescriptions too or just lab work?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me a second to document this real quick and then we'll pull up the policy, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] Let me pull up the policy real quick.
[CUSTOMER][NEUTRAL] Oh you talk, you talk about [PII].
[CUSTOMER][NEUTRAL] Oh, so just help out.
[CUSTOMER][NEUTRAL] Was that [PII] with her hips?
[CUSTOMER][NEUTRAL] Or was it the baby? That was [PII]. I couldn't remember.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] And do you ask a prescription?
[CUSTOMER][POSITIVE] We got [PII] coming around, yeah.
[CUSTOMER][NEUTRAL] Yeah, does it cover prescriptions or no?
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] I don't, I don't recall, you know, insurance changes so much with my insurance and his insurance.
[CUSTOMER][NEGATIVE] It's hard to keep track of everything.
[CUSTOMER][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] Uh, prescription is, let's see, let me look at your schedule. It's not covered under dismantling policy.
[CUSTOMER][NEUTRAL] OK, and the lab work is that right?
[AGENT][NEUTRAL] Let me see if there's a lab writer.
[AGENT][NEUTRAL] Yes, there is a lab writer, so yes.
[CUSTOMER][NEUTRAL] OK, OK. Yeah, this insurance company got with, uh.
[CUSTOMER][NEUTRAL] I don't know, never heard of it before, so that's why I'm just checking all the bases. I don't know whether that, now if I add him my, if I, if we decide not to go with that insurance, go with mine, he has to be with the company policy in order to get APL right.
[AGENT][POSITIVE] Oh, absolutely.
[AGENT][NEUTRAL] Yes, he has to have a major medical coverage in order to get this one.
[CUSTOMER][NEGATIVE] Through, through the company, or I couldn't add him on mine and get it.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Correct, it has to be through his employer since he's the employee.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right then. Well, what's your name again, baby?
[AGENT][NEUTRAL] It's [PII] First initial last name is [PII]
[CUSTOMER][POSITIVE] OK. Well, [PII], I don't need that. Thank you, [PII], for helping me. You've been uh really very helpful and um we'll go ahead and get that form to you in the mail, OK? Thank you. OK, you have a blessed day, OK? All right. Thank you. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You, you
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Alright, thanks for calling ATL have a good day.
[AGENT][NEUTRAL] Bye-bye.