AccountId: 011433970860
ContactId: 933efc77-dc6d-40ee-8eb8-28b98bcf7b59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407859 ms
Total Talk Time (AGENT): 179358 ms
Total Talk Time (CUSTOMER): 207933 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/933efc77-dc6d-40ee-8eb8-28b98bcf7b59_20250617T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] The [PII], my name is [PII]. I just received a voicemail from you regarding getting a legible HIPAA form on file for my cancer plan.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] What do I need to do?
[AGENT][NEUTRAL] I can email that to you and you can just sign it and date it and email it back.
[CUSTOMER][POSITIVE] OK, that's easy enough.
[AGENT][NEUTRAL] OK. OK, do you want me to send it?
[CUSTOMER][NEUTRAL] And then, um,
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][POSITIVE] Go ahead, I'm so sorry.
[AGENT][NEUTRAL] I was just wondering if you want me to send it to the email on file which is your school email or if you have a personal email you want me to send it to.
[CUSTOMER][POSITIVE] No, the school, the school email is absolutely fine.
[AGENT][POSITIVE] OK, OK, great.
[AGENT][NEUTRAL] I will get
[CUSTOMER][NEUTRAL] Are you the rep that I called uh Gentry? Are you our [PII] rep for Gentry, or am I speaking with someone in um APL, the big company?
[AGENT][NEUTRAL] Um, you're speaking with someone in APL, the big company, yes ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, OK. Um, is there, can you give me any like status updates as far as the
[AGENT][NEUTRAL] Yes me.
[AGENT][NEUTRAL] Um, we, yeah, we had requested medical records and we got a response back from them stating that um that they could not read the um HIPA authorization. So I'm needing this corrected uh HIPA authorization so I can send this back to them and that's what we're waiting on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, OK. And that was, um, is that, because I, I was told like 2 weeks ago that I had sent in like a whole long list of doctors. And I was told that they had sent out letters to all the doctor's offices requesting like a statement from each doctor that said that I hadn't been treated for cancer in the 12 months prior to the taking out of my cancer plan, and not one office has received the letter.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I was just checking on that as well, um.
[AGENT][NEUTRAL] Yeah, so let me get.
[AGENT][NEUTRAL] That information pulled up.
[AGENT][NEUTRAL] I know that the information that we received where they said they couldn't read the HIPAA was from the press center.
[CUSTOMER][NEUTRAL] OK, OK, and [PII]. All right.
[AGENT][NEUTRAL] OK, so let's
[AGENT][NEUTRAL] Get your policy number. Where's your policy number?
[AGENT][NEUTRAL] 460. I've got, I got it I got it. Let's see.
[CUSTOMER][NEUTRAL] I can look it up. I can grab it if you need me to.
[CUSTOMER][POSITIVE] OK, cool.
[AGENT][NEUTRAL] OK if she tells me who else she requested medical records from.
[AGENT][POSITIVE] No, OK, let me go the long way.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, she ordered it from the breast center which is what we need this, this um HIPA for. And let's see who else did she order it from.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Because I had made contact with every single office, letting them know to expect something in the mail. I was relatively surprised that it was going through the mail just because the mail has become remarkably unreliable. And, you know, and not very timely in many instances. And so I was like, is there, is there a more reliable way, like, say a fax or something that I could get that information to you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it does
[AGENT][NEUTRAL] It does show that she did fax it to um the breast center and I'm showing, I am showing that's the only person she requested the records from was the breast center.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEGATIVE] Yeah, because I was told that they had sent out letters to all of those providers that I had listed on that rather extensive form. And you know, the moment that you all have told me to do something in order to process this claim, I've done it, you know, mostly within 24 hours just because when you get slammed with a cancer diagnosis, and I'm looking at some surgeries, and I've already had a battery of tests, it's so expensive. And so,
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] They've been very kind because I've told them all I have a cancer plan and it should fund. And so just bear with me and I'll be able to pay off things. It's just, I get, it's, it's, it's frightening to be really honest with you, it's frightening.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, yeah, yeah, I'm not so.
[CUSTOMER][POSITIVE] And that's one other thing on my plate right now. So if there's anything that I can do on my end to expedite the process, I would be thankful and grateful to be able to do it.
[AGENT][NEUTRAL] Yes, ma'am. I get.
[CUSTOMER][NEUTRAL] And I'll get the HIPAA form right back and I will go ahead and take care of this. And, and I'll, I can even, uh, I'll call the breast center and say, here's one in case you can't read it. I'll send one to them too just in case. So I'll double, I'll double do that. Yeah, and if there's anything else that I need to do,
[AGENT][NEUTRAL] Yeah, um
[AGENT][POSITIVE] OK, OK, that would be great.
[AGENT][POSITIVE] That, that'd be great and then.
[AGENT][NEUTRAL] Um, and then at
[CUSTOMER][POSITIVE] You know, I'm, I'm grateful to do it.
[AGENT][NEUTRAL] Right. Yes, ma'am. And then as soon as I get that hip authorization, I will definitely send it right back to the breast center. Um, so, um, you could probably call them this afternoon and just see if they can put a rush on that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Absolutely. And if there's any other things that you need from my local doctors, I mean, these people have been taking care of me for, in some instances over 20 years. So it's something I could easily go to their offices and just drop off and pick up a couple of hours later, and they would do for me without even a question. So, um, if, if there's anything like that that I can do, you know, I, I sure don't mind.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. Well, let me go through all your claims and make sure that we only need it from the breast center. Um, and, but I'll do that after I'd get, get the HIPAA and um and make sure that we only need medical records from the breast center. And then um if we need it from anywhere else, I will definitely give you a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] OK, I, I am on it.
[CUSTOMER][POSITIVE] Sounds good. Thank you, [PII]. I appreciate your help so very much. You have a great afternoon.
[AGENT][POSITIVE] Oh, you're so very welcome, [PII]. You have a wonderful afternoon too.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks again. Bye-bye.
[AGENT][NEUTRAL] Yeah.