AccountId: 011433970860
ContactId: 668a4876-b906-421c-945a-67c6d2753360
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 940580 ms
Total Talk Time (AGENT): 536100 ms
Total Talk Time (CUSTOMER): 271727 ms
Interruptions: 12
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/668a4876-b906-421c-945a-67c6d2753360_20250429T21:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, I did to start with. Yeah, I've been drinking it, but yes, this is [PII]. I was calling in reference to my mom to find out what kind of policy she has through you.
[AGENT][NEUTRAL] OK, I can help you, Miss [PII]. Do you have a policy number?
[CUSTOMER][NEUTRAL] I do. It's 596-049.
[AGENT][POSITIVE] Thank you. Now I will be limited on what information I can give you.
[AGENT][NEUTRAL] Um, if you're not on the policy, oh, she is. OK. I'll, I'll speak with her briefly and then ask for permission to talk with you if it's OK, or you can put her on speakerphone.
[CUSTOMER][NEUTRAL] She's sitting here if you need to talk to her.
[CUSTOMER][NEUTRAL] That's what I'm gonna do. Hold on just a minute.
[AGENT][POSITIVE] OK, OK, thank you.
[CUSTOMER][NEGATIVE] I'm gonna put you on speaker so get hung up this time.
[CUSTOMER][NEUTRAL] All right. Say hello. Hold it out in front of you. Hello?
[AGENT][NEUTRAL] Hey, um, good afternoon. This is [PII] at APL. Um, can we verify just a little bit of information and your daughter can help us if she needs to? Um, can I have your name please, ma'am?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and may we verify your date of birth and then your address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][POSITIVE] I said thank you. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Oh, OK. [PII].
[AGENT][POSITIVE] Wonderful. And so that does match what we have and Miss [PII], um, I see we have a different phone number on file than than what you're calling from. [PII], is this by chance your phone that you're calling from?
[CUSTOMER][NEUTRAL] This is, this is [PII]'s song, yes.
[AGENT][NEUTRAL] OK. So can we verify your phone number real quick?
[AGENT][NEUTRAL] Ms. [PII], just your phone number.
[CUSTOMER][NEUTRAL] Uh, well my home phone.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful. So everything does match and Ms. [PII], do you give [PII] permission to speak with your daughter today for this phone conversation only?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, thank you. If you want, OK, thank you. So, uh, Ms. [PII], if you like, you know, you and I can speak or you can leave her on speakerphone Ms [PII] can hear if they weren't saying as well.
[CUSTOMER][POSITIVE] Yes, you have permission.
[CUSTOMER][NEUTRAL] Do you want, do you want it on speaker so you can hear? She said it doesn't matter, so.
[AGENT][NEUTRAL] OK. What is easiest for you then.
[CUSTOMER][NEUTRAL] We're just trying to figure out what she's paying for, so.
[AGENT][NEUTRAL] OK, so what this is is a cancer policy.
[AGENT][NEUTRAL] That was uh
[CUSTOMER][NEUTRAL] Cancer. OK. OK.
[AGENT][NEUTRAL] Yes ma'am, that Ms. [PII] has with APF and I checked and it seems to be the only policy that she has with us, and it's $14.50 a month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And is it from, from now on or does it end at any time or?
[AGENT][POSITIVE] Actually, that's a very good question.
[CUSTOMER][NEUTRAL] As long as she pays the premiums.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Is it me?
[AGENT][NEUTRAL] Let me check on that real quick on that age for you.
[AGENT][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is what we call an uh an individual policy. So Ms. [PII], she has, you know, complete control over so she can term the policy at any time, you know, provided that it shouldn't have already been termed. So let's make, take a quick look and see if I can find anything AL I see none.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, I don't see a termination date for this policy. Some of our policies do age out at a you know, at a certain age.
[AGENT][NEUTRAL] Um, but this one, I do not see it on the list here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, if you'd like to know the benefits.
[CUSTOMER][NEUTRAL] All right, so as long as she pays.
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] I was gonna say if you'd like to know the benefits on it, I can put you through to a different department and they can go over the benefits with you.
[CUSTOMER][NEUTRAL] Oh, no, that's OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] You know, if we need it, I can, I can get back in touch with you.
[AGENT][NEUTRAL] OK. Now,
[CUSTOMER][NEGATIVE] What does she need to do to put me down where you can talk to me at any time?
[AGENT][NEUTRAL] Alright, let me see.
[CUSTOMER][NEUTRAL] I have power of attorney. Do I need to send that to you?
[AGENT][POSITIVE] That is the best thing right there. I will tell you that is the best thing for APL to have is the power of attorney for from you. That way you do.
[AGENT][POSITIVE] You have access any time you need to.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see, um, but, and that takes a while to get done, you know, it has to go through our legal department.
[AGENT][NEUTRAL] So if that's something you're interested in, you might wanna I can give you an email where you can email a copy to what's called our care team.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] And they'll they'll get that started for you.
[CUSTOMER][NEUTRAL] OK I think I have care team at [PII].
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. That is it.
[CUSTOMER][NEUTRAL] OK, I've got that at the bottom. OK. Yeah, I've got that. OK. I'll.
[AGENT][NEUTRAL] And if they were
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] They they could better assist you with that.
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] Now is
[CUSTOMER][NEUTRAL] Is my dad covered under that also with her?
[AGENT][NEUTRAL] Let me take a look. No, ma'am, he's not it's just showing it has um, he's he's only on there as a payer or something. He is not showing as enrolled it's just showing individual coverage for M [PII].
[AGENT][NEUTRAL] He may have his own separate policy or something, but I don't see him on here it's showing an individual coverage.
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] Can you look him up with his social?
[AGENT][NEUTRAL] Let, let me get back to this screen real quick.
[CUSTOMER][NEUTRAL] And see, cause I'm surprised mother's got one and he doesn't.
[AGENT][NEUTRAL] Huh, uh, his name is, what is your father's name?
[CUSTOMER][NEUTRAL] [PII] and it's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, OK, thank you. Let me see first so I can find him by his name. If not, we'll search by his social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's the last four digits of your father's social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. No, ma'am, I do not see anything here for [PII] with [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just, just your mother's policy here, you know, that has his social apparently on here or her social, it must be her social.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] No ma'am, I do not think that he has a policy with us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, isn't that strange?
[AGENT][NEUTRAL] Um, does he, they've had this, well, let's see, the fact it takes 2005, so they've had this policy for 20 years with us.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, that's I'm surprised she's got it and he doesn't.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] I can let me look at the application, yeah.
[CUSTOMER][NEUTRAL] That might, you know, it just that make a lot of, OK.
[AGENT][NEUTRAL] Let's look at the application if we have it on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Received authorization to disclose. I was reading up my notes real quick too. [PII], apparently you've called before and talked with someone. Um, it says received authorization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh-huh, I have, that's how I had the email.
[AGENT][NEUTRAL] OK, I just received. I see that you send an authorization to disclose PHI, um, you know, to discuss the information.
[CUSTOMER][NEUTRAL] Do what now?
[AGENT][NEUTRAL] Pay your
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so we do have something on file for you apparently.
[AGENT][NEUTRAL] I'm sorry, I didn't check notes. I didn't realize you had called before.
[CUSTOMER][POSITIVE] Oh, good. That's OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] That's all right.
[AGENT][NEUTRAL] HA applicant.
[AGENT][NEUTRAL] A and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, uh, your mother signed the application it looks like.
[AGENT][NEUTRAL] OK, I'll tell you what I'm gonna do is I don't, I don't not sure so I don't think he's on here, but I'm going to send this to someone who works these applications, these policies, um, and let them look at it just to make sure he's not supposed to be on it, and I think he's, I think he's set up as the payer or that's how it is in our system, he's set up as the payer.
[CUSTOMER][NEUTRAL] One of y'all cell phones right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But let me look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] And there may be more notes too, but I was just glad your name just kind of jumped out to me as I was tapping through the notes and trying to look at the application at the same time.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So, um, all right, you might wanna mention that that you submitted the uh.
[AGENT][NEUTRAL] Let me go back to see how they have that ordered in here.
[AGENT][NEUTRAL] Authorization to disclose um personal health information PHI so and that was received they said 331.
[CUSTOMER][NEUTRAL] I know she can't get her blood pressure.
[CUSTOMER][NEUTRAL] No, I.
[CUSTOMER][NEUTRAL] Yeah, it looks like uh.
[AGENT][NEUTRAL] But you might want to mention that, so that way your mother won't have to go through all that again. I don't believe, you know, if she doesn't feel up to it.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] So, uh, authorization disclosed, uh, protected health information. And so yes, [PII], OK. All right, there we go. Yes, there you are. And your name is on here and your mother signed at 3-1825. Wonderful, wonderful.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] Good. OK.
[AGENT][NEUTRAL] OK, but yes, I'll have somebody just to review that application, but I do believe your father's self is stricter just as the payer.
[CUSTOMER][POSITIVE] OK. I hope, I hope they can find that he's on it. That would be a good thing.
[CUSTOMER][NEUTRAL] Just, just to have, you know.
[AGENT][NEUTRAL] Yes, yes. I was just looking to see notes in here, um, anything, but I don't see anything.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will they call me or?
[AGENT][POSITIVE] If there's any changes, yes, and they can give you a call or you're most certainly welcome to call back. It may take.
[AGENT][NEUTRAL] Uh, because I'll have to send this through, you know, through a system where somebody will go in and review it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me go back to it again.
[AGENT][NEUTRAL] Do we have your phone number? Let me have your phone number. Oh, I've got it. You, you're calling from your number, correct? OK. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, uh-huh. Or you can email me too. Uh-huh, to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your email, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, your first name [PII].
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Is that correct? Alright, so I'll enter that information here as well.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And uh I'll just have it in our notes so we do mention that with you calling in that you have submitted the authorization to disclose protected health information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] PHR.
[CUSTOMER][NEUTRAL] OK. And do you think maybe they could email me about if daddy's covered or not?
[AGENT][POSITIVE] OK, yes ma'am. Yes ma'am. I will have them check on that for you and give you an, give you an uh, shoot you an email on it.
[CUSTOMER][POSITIVE] Awesome, awesome.
[AGENT][NEUTRAL] If they would do that. I don't know if that, that personal, that authorization is just good for phone calls or what, but uh we'll, we'll, we'll get back in touch with you one way or another, we'll get back in touch with you.
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. That'd be great.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] So, Ms. [PII]?
[CUSTOMER][POSITIVE] All right, I appreciate you very much.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. No, I was just gonna ask you, is there anything else at the moment we can help you with?
[CUSTOMER][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] No, ma'am. I think that's it.
[AGENT][POSITIVE] All right, wonderful. I have to move close to [PII] one day. My oldest child lives in [PII] with her family, and I love it down there so much. Yes, I love it so much down there.
[CUSTOMER][NEUTRAL] Oh, really? OK. OK.
[CUSTOMER][NEUTRAL] My, my youngest stepson lives over there.
[AGENT][NEUTRAL] My friend
[AGENT][POSITIVE] Oh, yes, I love the.
[CUSTOMER][NEUTRAL] Where are you living now?
[AGENT][NEUTRAL] I'm uh, I live outside of the [PII] area um in [PII].
[CUSTOMER][NEUTRAL] OK. OK. That's where my youngest stepson's moving is [PII]. He's moving from [PII] to [PII]. Uh-huh.
[AGENT][NEUTRAL] So, yes.
[AGENT][NEUTRAL] Nobody, we might move around in [PII].
[AGENT][NEUTRAL] Well, see, we might say, we don't leave [PII], we just might move around in it, but we don't leave.
[AGENT][POSITIVE] Oh my goodness. Oh goodness. Anyway, well, I will get somebody to check this out and we'll give you a call or shoot you an email, OK?
[CUSTOMER][POSITIVE] That's right. That's right.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Thank you, y'all have a good evening, both of you. Bye-bye. Bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.