AccountId: 011433970860
ContactId: 5681a95e-a33b-49f3-8e48-ff3cd9b46e77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 608440 ms
Total Talk Time (AGENT): 208994 ms
Total Talk Time (CUSTOMER): 269680 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/5681a95e-a33b-49f3-8e48-ff3cd9b46e77_20250407T16:04_UTC.wav
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[AGENT][POSITIVE] And thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][NEUTRAL] Hey so how are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I have a member on the line, uh, with the, with a heart attack and stroke policy. And, um, it looks like it's been pending for a while now. Um, it looks like we did receive either the confirmation of the medical records or the medical records, but I don't see that it's been processed, so I don't know what to really tell this number.
[AGENT][NEUTRAL] Uh, can I get the policy number?
[CUSTOMER][NEUTRAL] It's 252-957-7.
[AGENT][NEUTRAL] OK, so it's still pending requesting medical records.
[CUSTOMER][NEUTRAL] We request the medical records and I guess they send in maybe some information about um
[CUSTOMER][NEUTRAL] Something to disclose information authorization or something like that to us.
[CUSTOMER][NEUTRAL] I'm not really sure what's that.
[CUSTOMER][NEUTRAL] Um, but it looks like the member is still with.
[AGENT][NEUTRAL] That probably that probably came from them. Give me one second to pull up the information and see what.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 946
[AGENT][NEUTRAL] OK, so it looks like she sent him a form for him to complete.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You can send him over and I uh see if he got that form and if not to see if we can get that form out to him again, but we haven't received any medical records.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, got you. OK. All right. Uh, let me put him through and I did verify all the information, OK? And got him on the line with the sister, so they're both in the line, OK? I got Miss uh [PII] and Miss [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, OK. Here they come. Thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me. I got Miss [PII] on the line. She's in the claims support team, and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII], and how can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I am the sister of [PII]. He is sitting beside me. He had a stroke back on [PII], and it affected his cognitive reasoning, and he's sitting here beside me. You can talk to him, ask him any questions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But when we get down to talking about the policy itself and why we haven't received anything, he, it, he gets real frustrated really easy and so I'm needing to for you to talk to me. So here he is and you could ask him anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right, uh, I just wanna ask a question. It looks like the uh the facility that we need to request the medical records from, they sent us a form that he has to complete. Do you know if you all have received that form from us?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] We get, we get things in the mail every few days, but there's not been any form whatsoever.
[AGENT][NEUTRAL] OK, and can you verify his mailing address because it looks like she said that the uh form from uh that I guess that they try to mail to him I guess it did not go through uh so can you verify his mailing address that we need to send the form to?
[CUSTOMER][NEUTRAL] Um, his mailing address is a [PII].
[CUSTOMER][NEUTRAL] But if he, if y'all would send it to the home where we live.
[CUSTOMER][NEUTRAL] We would get it a lot faster.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can take that address down and.
[CUSTOMER][NEUTRAL] And that is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and let me read that back just to be sure I have it correct.
[AGENT][NEUTRAL] I have [PII]
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, OK, I will get with the examiner that's working on his uh claims uh to see if they can mail that form out to you again.
[AGENT][NEUTRAL] And we just need that information completed by him signed and dated and mailed back into us so that we can go ahead and get the medical records.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and was there anything else, Miss, um, did you say, did you say Ms. [PII]?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I'm Miss [PII] or you can call me Darla [PII]. I still claim that too. Um, no, that's all. I just need to know that we're still working on this and it hasn't been dropped the ball.
[AGENT][POSITIVE] [PII], I'm so sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, ma'am, the ball has not been dropped.
[CUSTOMER][NEUTRAL] So how how long have y'all been waiting on this form?
[AGENT][NEUTRAL] Uh, looks like she sent something out to you on [PII].
[AGENT][NEUTRAL] And um it looks I do I do I see that it looks like she um called and talked to someone on.
[CUSTOMER][NEUTRAL] This is.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Uh, the [PII], it looks like she called you on the [PII] and she received a voicemail.
[CUSTOMER][NEUTRAL] OK, did they call my brother's phone number?
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh my stars [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Then she got his voicemail. There's probably 1000 voicemails on his phone.
[AGENT][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK. Well I'll go ahead and.
[CUSTOMER][NEGATIVE] That was why I called you guys and had my information that if y'all needed to talk to me if you'll leave me a voicemail because I'm a hairdresser and when I'm with clients I don't answer my phone but I will if you leave me a voicemail I will return the call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] And my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And send the papers that I need to sign so y'all can add me as his HIPAA.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, I'll go ahead and see uh and get with the examiner so we can get that information out to you, but let me just verify these telephone numbers so I can go ahead and put these in the system as well and so the telephone number for Mr. [PII] is [PII], is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And then your telephone number, Ms. [PII] is [PII].
[CUSTOMER][POSITIVE] Yes ma'am, it's correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. All right. I'll go ahead and.
[CUSTOMER][NEUTRAL] And my name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ask him if that printed.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Oh, I was asking a question to somebody else.
[AGENT][POSITIVE] OK, I'm sorry.
[AGENT][NEUTRAL] OK, was there anything else that I can help you with all with you all on today? I'm sorry.
[CUSTOMER][NEGATIVE] Uh, no, I just, we expected to get this money a long time ago, so I'm not really, I'm not really happy with, um.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] How fast it has or hasn't came.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Alrighty, well, I'll try to get with her to see if we can get this information out to you today and hopefully we can get it back pretty quickly and try to get those medical records so we can get your claim resolved.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] OK, well you all have a great rest of your day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Alright bye bye.