AccountId: 011433970860
ContactId: 81e03f08-1b9e-42e2-badf-d4971aab0247
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1102979 ms
Total Talk Time (AGENT): 273607 ms
Total Talk Time (CUSTOMER): 408169 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/81e03f08-1b9e-42e2-badf-d4971aab0247_20250507T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing? My name is [PII], uh, checking on a claim.
[AGENT][POSITIVE] OK, I'm happy to help you check on a claim today, [PII]. Do we have a policy number?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] It's uh 02.
[CUSTOMER][NEUTRAL] 587432.
[AGENT][NEUTRAL] OK, let me pull it up here.
[AGENT][NEUTRAL] And then if I could just verify please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. OK.
[AGENT][NEUTRAL] So it looks like you had a couple recent claims submitted online.
[AGENT][NEUTRAL] So it looks like on the [PII], there was a request sent out for some medical records.
[CUSTOMER][NEUTRAL] And they have suddenly it.
[AGENT][NEUTRAL] And I don't see anything that was sent back, so let me pull this up here. Let me see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so it was sent to our Lady of the Lake Regional Medical Center.
[AGENT][NEGATIVE] Um, on the [PII], I can see what was sent to them and what we requested, but we haven't gotten anything back from them yet.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Do you have any point of contact at the?
[AGENT][NEUTRAL] That facility that maybe you could call and see what's going on.
[CUSTOMER][NEUTRAL] They, they, they call, well, if I call they gonna tell me, uh, the, the insurance have to.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] So I get the medical records. I did that about 3 or 4 times.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, let's see
[AGENT][NEUTRAL] All right, [PII], do you have a phone number that we can call, um, or anything like that? What's the number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[CUSTOMER][NEUTRAL] 407.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Do you have a point of contact there, or, you know, uh, anything like that, a name or?
[CUSTOMER][NEUTRAL] No, oh, that's my phone number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I gave you my phone number. Oh, you're talking about the uh.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah, the hospital. Yeah.
[CUSTOMER][NEUTRAL] You're talking about the hospital number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Stay on the line with me. I'm gonna call and 3 way you in and see what we can figure out on this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] For calling Our Lady of the Lake Emergency department. If this is a medical emergency, please hang up and dial [PII] or proceed to the emergency room. If this is a non-ED call, please hang up and dial [PII].
[CUSTOMER][NEUTRAL] If you are calling from an outside facility to give report, a pharmacy that needs clarification on a prescription or have received a letter to call related to abnormal testing, press 1. If you are calling to get information on an ED patient, press 2. For all other needs, call the main hospital number at [PII].
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Thank you for calling Our Lady of the Lake Regional Medical Center. Press 0 at any time to be connected to an operator.
[CUSTOMER][NEUTRAL] For patient information, press 1. For medical records, press 2. For billing questions, press 3. For human resources, press 4. For Lakeline Direct, our nurse advice line, press 5. For our mailing address and directions, press 6. For an operator remain on the line or.
[CUSTOMER][NEUTRAL] Thank you for calling the Health Information Management department at Our Lady of the Lake Regional Medical Center. For patients or requesters calling to check status or obtain copies of medical records, press 1. For physicians needing assistance, press 2. For [PII], the HIM specialist of record completion, press 3. For the manager of Health Information Management, press 4.
[CUSTOMER][POSITIVE] Thank you for calling the
[CUSTOMER][NEUTRAL] Thank you for calling the release of information department at Our Lady of the Lake Regional Medical Center. Our office is open Monday through Friday from [PII] to [PII] If you are calling from a doctor's office or hospital and are in need of a patient's medical record, please fax a request to our office at [PII]. Please be sure that this includes the patient name and date of birth, what is needed from their record, and your return information.
[CUSTOMER][NEUTRAL] If you are a patient of Our Lady of the Lake Hospital and or LSU Healthcare Network and are in need of a copy of your medical bills and our records, please complete an authorization form electronically that can be found on our website at [PII] of the Lake.
[CUSTOMER][NEUTRAL] Dot org authorization can also be submitted via fax to [PII] or emailed at [PII]. If you have any questions completing this form, press 1.
[CUSTOMER][NEUTRAL] All others needing copies of records and or bills, please mail your request along with a HIPAA compliant authorization to [PII].
[CUSTOMER][NEUTRAL] Processing time is 7 to 14 business days after receiving in our office. If you are calling to check the status of a previously submitted request, please feel free to contact our customer service department at [PII]. If you would like to speak with the release of information specialist, press 1.
[CUSTOMER][POSITIVE] Thank you for calling the release of
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the first number I called was for the ER and then they gave me a different number for the main hospital. Um, I went to the billing department and they gave me another [PII] number to call to check on the status. Um, it does say in the medical records department that if you mail something, allows 7 to 14 days for receival and then also a return, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] They gave a fax number where the information can be faxed to, but it did say on the recording that you can request the documents. There's no reason why they
[AGENT][NEUTRAL] wouldn't give them to you also, um.
[AGENT][NEUTRAL] So let me call this other [PII] number and see if they have any more information on, you know, whether or not they've received it and sent it back yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, one second.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling Dataant. Our menu has been updated. Please listen to all options before making your selection to ensure your call is routed to the appropriate team. You can find information about our privacy practices and your rights in the privacy policy linked at the bottom of our webpage at [PII].
[CUSTOMER][NEUTRAL] If you are a patient needing assistance, press 2. If you are a Smart request customer, press 3. If you are a Health Source customer, press 4. If you are a provider and need assistance with your request manager portal, press 5. For all other inquiries, press 6. To repeat these menu options, press 7. To check the status of your request for records, press 1. To make a payment, press 2. For assistance with an invoice, press 3.
[CUSTOMER][NEUTRAL] Hello, I'm here to help you with your status. Please say or enter your 9 digits invoice or e-request number or say I don't have it.
[AGENT][NEUTRAL] I don't have it.
[CUSTOMER][NEUTRAL] Are you the patient?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Can you please provide the patient's date of birth?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I heard you say [PII]. Is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What is the spelling of the patient's last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I heard
[CUSTOMER][NEUTRAL] [PII] Is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What state is the medical facility you requested the records from?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I heard you say [PII]. Is that correct?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] What state is the medical facility you requested the records from?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I heard you say [PII]. Is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Great. Thank you for that information. Please hold while I look that up for you.
[CUSTOMER][NEUTRAL] I wasn't able to locate your information. Just to confirm I heard everything correctly for your date of birth. I heard [PII]. Your last name is [PII] and your state is [PII]. Is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sorry was unable to find your record in our database. Please give us a call back within 48 hours.
[CUSTOMER][NEUTRAL] Would you like to search for another record?
[AGENT][POSITIVE] Thank you for patiently waiting [PII]. So I wasn't able to get through to anybody on the [PII] number. Um, what I did is went ahead and faxed the letter that was sent to them to the fax number that was provided.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, so hopefully if they haven't gotten it, it's been resubmitted to them and it's got our fax number on it where they can submit it back.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I can give you this other number that I called for the main hospital, but if I were you, I would either contact them directly or go to their website and just request it myself at this point.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Uh, what's the number?
[AGENT][NEUTRAL] Uh, the number I called was [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And went to the billing department um for records.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, uh, I try to log in to the.
[CUSTOMER][NEUTRAL] The uh APL account.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] But it's it, uh, I can't log in.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEGATIVE] And I try to reset the password, but what what it says, uh, I don't have no uh reset for it.
[AGENT][NEUTRAL] Let me see if you've ever set anything up here. One second.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so you have logged in before. Let me give you the username. Do you have that or are you unsure on it?
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, so the username starts with an [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it[PII].
[CUSTOMER][NEUTRAL] B I E
[CUSTOMER][NEUTRAL] A N I T.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Yeah, not a problem. Is there anything else that I can help with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, you are all set, [PII]. Have a good rest of your day, OK?
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye.