AccountId: 011433970860
ContactId: 63e55ffc-9fdc-4e6d-b44f-461dddbfc366
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120660 ms
Total Talk Time (AGENT): 50567 ms
Total Talk Time (CUSTOMER): 53617 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/63e55ffc-9fdc-4e6d-b44f-461dddbfc366_20250304T14:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling EPR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, uh, I'm trying to check the status on a claim for my husband. I just contact the the hospital and they said that they sent you guys what was needed, so I just wanna follow up to see what's pending.
[CUSTOMER][NEUTRAL] What information would you need?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, first, I'll need um your name and a good callback number.
[CUSTOMER][NEUTRAL] OK, it's [PII], and my phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need your policy number.
[CUSTOMER][NEUTRAL] Um, insurance.
[CUSTOMER][NEUTRAL] Policy number is 025.
[CUSTOMER][NEUTRAL] 05681
[CUSTOMER][NEUTRAL] ML 8
[AGENT][NEUTRAL] OK, thank you. And are you on the policy?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Well, I apologize. I wouldn't be able to give you any information. Um, you can have him call back or you can call back with him on the line on a three-way, um, where he'll give us permission to give you that information if you like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, and is there a way of putting me as an authorized contact every time I call I don't have to go through this because sometimes he's not home and I just want to solve the issues.
[AGENT][NEUTRAL] Um, yes, but he would have.
[CUSTOMER][NEUTRAL] Or does he have to be present, huh, bye.
[AGENT][NEUTRAL] Um, he would have to call and request that we mail you out a HIPAA form to fill out, and you can either fax or um fax or mail the information back to us. And once we have that information in the system, um, then we wouldn't have to get permission for him from him every time you call.
[CUSTOMER][NEUTRAL] OK, hold on, let me see if he's in the area. Hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] See what it says.
[CUSTOMER][NEUTRAL] No, he's too far out there. OK, I'll call back when he's back in the apartment. Thank you.
[AGENT][POSITIVE] Mhm. Thank you for calling APL. Have a great day bye.