AccountId: 011433970860
ContactId: 776d4525-8407-4b9f-a8db-a5170f5f9856
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259459 ms
Total Talk Time (AGENT): 103510 ms
Total Talk Time (CUSTOMER): 112502 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/776d4525-8407-4b9f-a8db-a5170f5f9856_20250505T20:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII]. I just got a uh letter in the mail from you guys. I don't know really what it is.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Well, I can help you with your letter. Um, Mr. [PII], does the letter give a reference number?
[CUSTOMER][NEUTRAL] Uh, no, it doesn't. It's here. I'll read it to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We received a claim on your policy and a review of the claim as stated.
[CUSTOMER][NEUTRAL] I don't know what this means.
[AGENT][NEUTRAL] OK, it sounds it sounds.
[AGENT][NEUTRAL] Sorry, it sounds like um we're just letting you know that we received the claim and it's um being processed, but let me double check. Um, may I have a good contact number in case we're disconnected and then I can look up the policy with your social?
[CUSTOMER][NEUTRAL] Yes, my, my phone number is [PII].
[AGENT][POSITIVE] Thank you. And then your social whenever you're ready?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] I didn't file no claim or nothing that's.
[CUSTOMER][NEUTRAL] I don't know what's going on.
[AGENT][NEUTRAL] If a, um, if you went to a doctor's office or, I mean, it could be anything urgent care, anything that has us down as your insurance, if they're billing things, they're probably just billing it to us as well, but I, I'll look and see for sure. I'm just waiting for it to come up.
[CUSTOMER][NEUTRAL] Yeah, because I, I've never, doctor's office, I've never used you guys, your life insurance.
[AGENT][NEUTRAL] OK, let's see. It just came up. Uh yeah, I do see it's a life insurance policy.
[CUSTOMER][NEUTRAL] Yeah, that's all I got. Uh, what I did was a while back.
[CUSTOMER][NEUTRAL] I filled out some paperwork to have my wife uh authorization to disclose protected health information.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] As as far as her talking to you guys on my behalf.
[AGENT][NEUTRAL] Hold on one second. The policy is coming up here and I just need you to verify your date of birth and your mailing address on file, and then I can look and see what this is. Oh yeah, this is it.
[CUSTOMER][NEUTRAL] Um, but.
[CUSTOMER][NEUTRAL] Birth date is [PII].
[CUSTOMER][NEUTRAL] And uh address is [PII].
[CUSTOMER][NEUTRAL] Willisburg, Kentucky.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's, that's exactly what this is. It's a third-party [PII] [PII], sorry. Um, let me see what these notes say.
[AGENT][NEUTRAL] Yeah, that's what it is. We received it on [PII]. So you just received that letter letting you know that we received your um authorization.
[CUSTOMER][NEUTRAL] OK, but that is what that paper where we filled out was for for her to talk on my behalf.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. I, I wasn't for sure exactly.
[CUSTOMER][NEUTRAL] When we filled it out, I wasn't for sure exactly what it was, but
[CUSTOMER][NEUTRAL] But anyway, that's what the deal was. We, I wanted her to be able to talk to you guys when I'm not here.
[AGENT][NEUTRAL] Yes, so then you filled out the right form, that was the um HIPAA form, so that, you know, with all the HIPAA laws, we can speak with her on your behalf um if she's to call without having to get like verification.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][POSITIVE] OK. All righty. Well then that's, that's what I need to know then. All righty. Well, thank you very much.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, I don't think so.
[AGENT][POSITIVE] Alrighty. Well, thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] OK, you too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.