AccountId: 011433970860
ContactId: 94c23773-4d0c-49b9-84f6-f4dc299eef92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 529169 ms
Total Talk Time (AGENT): 118239 ms
Total Talk Time (CUSTOMER): 284299 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/94c23773-4d0c-49b9-84f6-f4dc299eef92_20250626T15:29_UTC.wav
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[AGENT][NEUTRAL] [PII], may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to, well, I'd already talked to somebody about my claim this morning.
[CUSTOMER][NEUTRAL] Uh, I don't have my claim number in front of me, so I reckon we're gonna need to do my social security number and the rest of the information, but y'all are showing that you sent some requests for medical records.
[CUSTOMER][NEUTRAL] To Rex Hospital, but I called the medical people at Rex Hospital.
[CUSTOMER][NEUTRAL] They say they've had no request for my medical records.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, sir, what's your name?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's [PII] H.
[CUSTOMER][NEUTRAL] [PII] R.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Uh, let's see, and what state are you from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and Mr. [PII] verify your date of birth, mailing address and the email address for me please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII] D.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I do show a different email address.
[CUSTOMER][NEUTRAL] Oh yeah, I think you got my, I think you've not a Gmail, you got uh my Outlook. I've also got [PII].
[AGENT][NEUTRAL] OK, that's the email address I show we have the key.
[CUSTOMER][NEUTRAL] Yeah, that's my, that's my work email that's probably why because it's work insurance.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Give me one moment. Are you saying that um Rex Hospital had not received a medical request?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] Let me one moment.
[CUSTOMER][NEUTRAL] Which is kinda odd cause when I turned in all that paperwork, my doctor's office did my cardiologist, the attendant physician.
[CUSTOMER][NEUTRAL] He filled out all the paperwork because I've seen all the medical information that you guys requested for the heart attack.
[AGENT][NEUTRAL] OK, it looks like on the [PII], they had sent a check for records for North Carolina heart and vascular.
[CUSTOMER][NEUTRAL] All right. North Carolina, if you would, I mean send again North Carolina heart and vascular is saying they have not been asked for no kind of records of my name.
[AGENT][NEUTRAL] And looks like a representative had called in and um.
[AGENT][NEUTRAL] They had not received the check, so they were allowed more time for the check to be sent. So that was on the 18th last Wednesday, so they probably hadn't received the check yet.
[CUSTOMER][NEUTRAL] Which, what, what?
[CUSTOMER][NEUTRAL] What are you talking about a check?
[AGENT][NEUTRAL] From us to request medical records.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Um, oh, they're what they're, when you say check, is somebody paying for the medical records is what you're saying?
[AGENT][NEUTRAL] Uh, we are. We are paying for, uh, medical records to be sent to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] They're waiting for a check from you guys?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Well, I mean, get your medical records, my doctor charges $25. I mean.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Let's not let $25 to hold up $10,000. Do I need to go pay it?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just don't, I mean, I'm just saying, ma'am, it's been, it's, it's been over a month I think since you guys requested.
[CUSTOMER][NEUTRAL] The extra information.
[CUSTOMER][NEUTRAL] I mean if we're waiting on somebody to pay for medical records, I mean.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I work up towards where the hospital is, uh, I got to pay to get some records so we can get this going. I just don't understand what's taking so long. I ain't trying to be ugly. I just.
[AGENT][NEUTRAL] No, no, I understand.
[CUSTOMER][POSITIVE] Tired of getting calls bill collectors about hospital bills and if I had a policy for a heart attack to help cover that kind of thing, I kind of like to.
[CUSTOMER][NEUTRAL] Pay with that, but you know.
[CUSTOMER][NEUTRAL] We've been waiting and I, I waited a year after my heart tell you the truth, I forgot I even had the insurance.
[CUSTOMER][NEUTRAL] Until I want to go renew my insurance, so it's like a year after I had the heart attack that I applied for the insurance because like I said, I forgot I had it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No figure now just.
[CUSTOMER][NEGATIVE] See I have been paying for the insurance and I had a heart attack.
[CUSTOMER][POSITIVE] Like to use that money to help pay for all the bills.
[AGENT][NEUTRAL] I know, I understand. Um.
[CUSTOMER][NEUTRAL] So basically we're just waiting.
[AGENT][NEUTRAL] I can have a
[CUSTOMER][NEUTRAL] Because the lady at Rex said she didn't say nothing about it yet. She just said that she hadn't received anything asking for any kind of
[CUSTOMER][NEGATIVE] Basically there was no record of you guys sending them any request.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the lady I talked to this morning, uh, with you guys it said that you guys had sent a request off a month ago.
[AGENT][NEUTRAL] Mm OK.
[AGENT][POSITIVE] Um, I can have a specialist call you back within 24 hours.
[CUSTOMER][NEUTRAL] Have have somebody, yeah, that's fine. Have somebody call me back just so I just wanna make sure that we're not we're sitting around waiting for, you know, a little bit of money for somebody to pay a bill to get some records when I mean it's normally 25 to $30 to get some records, you know, if I gotta go pay it. I mean, but if y'all are supposed to pay it.
[CUSTOMER][NEUTRAL] I pay my insurance premium every month on time reckon y'all probably need to pay.
[AGENT][NEUTRAL] OK. Yes, sir. I can send a request to have a specialist give you a call back and they can um.
[CUSTOMER][NEUTRAL] Yeah, I have a
[AGENT][NEUTRAL] Verify um exactly what's going on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that, that, that, that, that, that would work because you know.
[CUSTOMER][NEUTRAL] I've been paying for the insurance for 2 or 3 years, so least we could do is.
[CUSTOMER][NEUTRAL] Use it properly.
[AGENT][NEUTRAL] OK, yes, sir.
[CUSTOMER][NEUTRAL] Alright, well that'll work. You got the number you need any more information.
[AGENT][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] Uh, no, sir, and just to verify, you say your callback number [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, yes, sir. I'll send that request and call you back.
[CUSTOMER][POSITIVE] Thank you very much, ma'am. You have a good day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], uh, Mr. [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Right.