AccountId: 011433970860
ContactId: 8bdcff5d-6dc0-4952-981a-3f4e6035229d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421269 ms
Total Talk Time (AGENT): 124254 ms
Total Talk Time (CUSTOMER): 230864 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/8bdcff5d-6dc0-4952-981a-3f4e6035229d_20250422T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I was talking to [PII] earlier. By chance, is she busy or available?
[AGENT][NEUTRAL] Um, it looks like she's on lunch and she'll be back in about 30 minutes. Do you wanna give her a call back or I can shoot her a message?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No pro no, well, I'm pretty sure you could probably help me out. I just knew I knew and I was just talking to her so much, so I'll, I'll ask you what I need to ask.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] She said, she sent me an authoration to disclose protected health information form a while ago.
[CUSTOMER][NEUTRAL] And I need some help. I don't know what to put in section B and section C.
[AGENT][NEUTRAL] OK, let me get that pulled up. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like, OK, we're filling out the form, you're looking at section B, is that right?
[CUSTOMER][NEUTRAL] Yeah, section B and section C. I don't know what to put in those blanks or if I need to put anything in there.
[AGENT][NEUTRAL] Um, let's see, so.
[AGENT][NEUTRAL] Are you wanting just anything related to the policy to be disclosed?
[CUSTOMER][NEUTRAL] I don't know. You tell me. You tell me what I need to put in there and I'll put it in there. Yeah, is that what I need to write?
[AGENT][NEUTRAL] Well, it's
[AGENT][NEUTRAL] Is that what you're wanting for whoever you're is this for your policy and you're getting authorization to somebody else?
[CUSTOMER][NEUTRAL] Yes for claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's for me getting client we get an observation for a claim.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Just put anything related to.
[AGENT][NEUTRAL] Anything related to the policy.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] And all three lines are.
[AGENT][NEUTRAL] Yes, that'd be fine.
[CUSTOMER][NEUTRAL] Uh, I'd have to pull up the, uh, my portal, but yeah, I do, uh, but I mean just generically, can I just put down anything related to, uh, uh.
[CUSTOMER][NEUTRAL] Policy plan.
[AGENT][NEUTRAL] Yes, and then on section C that'll be the person that you're gonna be giving authorization to disclose information to.
[CUSTOMER][NEUTRAL] And that would be a just put APL in there?
[AGENT][NEUTRAL] Um, so what were you all discussing on your, why did she send you?
[CUSTOMER][NEUTRAL] It, it was about two claims, my uh short term disability and uh uh critical illness, but I'm not sure what which one this one is needed for. I'll be honest with you, I'm not sure. We, we talked about so much. I got confused as far as which policy we was even talking about.
[AGENT][NEUTRAL] This this this form.
[CUSTOMER][NEUTRAL] During our conversation.
[AGENT][NEUTRAL] This form is if you're like giving somebody um permission to call and discuss your account on your behalf.
[AGENT][NEUTRAL] Is that what you're wanting
[CUSTOMER][NEUTRAL] Right. Apparently.
[CUSTOMER][NEUTRAL] Yeah, well, apparently APL needs medical records and that needs this form, you know, in order to get those medical records. They were gonna request medical records. That's what [PII] was telling me.
[AGENT][NEUTRAL] Oh, OK, I see. OK. OK, so section C would be the medical records of who we need to request. So, do you know what doctor we're requesting records from?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] I have no clue. I got stage 4 cancer. I'm trying to get the critical illness and of course, my disability started, but I don't know which.
[CUSTOMER][NEUTRAL] Uh, you know, which claim this particular form, you know, goes to and I said those three boxes there, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, OK, so yeah, so B would be anything related to covered policies, and then C would be any provider um needed to confirm information on policies.
[CUSTOMER][NEUTRAL] I didn't know what to put in there.
[CUSTOMER][NEUTRAL] any provider.
[CUSTOMER][NEUTRAL] I'm trying to handwrite this out. I can't get my computer working today for some reason.
[AGENT][POSITIVE] Sure, sure. Yeah, absolutely.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Any provider what what should I put in there?
[AGENT][NEUTRAL] Um, any provider, um, to whom we need to, or to, let me, I'm trying to think about how to word this, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Any medical provider.
[AGENT][NEUTRAL] Well, you can just simply put that, any medical provider, cause that's, that's a true statement, so.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, well I already wrote it down any provider, let me just put a dash and I'll put medical.
[AGENT][POSITIVE] Yeah, that would work.
[CUSTOMER][NEUTRAL] Out here, OK, alright, now and anything and then the above it is section B there both boxes just uh anything related.
[CUSTOMER][NEUTRAL] To what can I put in there? Anything related to.
[AGENT][NEUTRAL] Covered policies.
[CUSTOMER][NEUTRAL] To my policies.
[AGENT][NEUTRAL] Yeah, to my covered policies, yeah.
[CUSTOMER][NEUTRAL] Anything related to my
[CUSTOMER][NEUTRAL] Covered
[CUSTOMER][NEUTRAL] Policies.
[CUSTOMER][NEUTRAL] And put that in both.
[AGENT][NEUTRAL] Yes, that'd be fine.
[CUSTOMER][NEUTRAL] Intersection B both boxes.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I with my computer.
[CUSTOMER][NEUTRAL] Wasn't acting up on me. I got it halfway done and I.
[CUSTOMER][NEUTRAL] Uh, I was filling out my top header, you know, my address and her name.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I put my first name in. I put my first name and then go to my middle initial.
[CUSTOMER][NEUTRAL] And type it in and my middle initial would jump over to where my first name was.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] And yeah, and so I would delete my middle name, type in my first name in the box there, skip over the middle name, go to my last name.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, when I tabbed over.
[CUSTOMER][NEUTRAL] My first name went into the box for my middle name. It was just giving me all kinds.
[AGENT][MIXED] Good. That's not good.
[CUSTOMER][NEUTRAL] Yeah, I don't know if it was just a glitch in the the form she sent me or if it's my computer or I, I don't know.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] I have no clue. Yeah, it blew my mind. I kept, OK, come on people.
[CUSTOMER][NEUTRAL] Get it right.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, today is the [PII], right?
[AGENT][POSITIVE] That's correct. Yup.
[CUSTOMER][NEUTRAL] Uh, OK, down at the bottom, uh, the date will expire. Do I need to put a date in or just leave it blank?
[AGENT][NEUTRAL] You can leave that blank.
[CUSTOMER][NEUTRAL] OK, alright, so I've got address I've got.
[CUSTOMER][NEUTRAL] Anything related to my cover policies in both boxes and then any provider medical and then I signed and dated.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, I'll get it right over to you.
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][POSITIVE] Thank you I appreciate it bye bye.
[AGENT][NEUTRAL] All right, bye.