AccountId: 011433970860
ContactId: aa9d53e7-1403-4110-95cb-09d3d40bf6e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 679669 ms
Total Talk Time (AGENT): 188025 ms
Total Talk Time (CUSTOMER): 145645 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/aa9d53e7-1403-4110-95cb-09d3d40bf6e7_20250115T16:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I am trying to, trying to fill out this authorization for disclosure of protected health information and I'm not, I'm not sure if I'm filling it out correctly.
[AGENT][NEUTRAL] OK, um, let's see.
[AGENT][NEUTRAL] Let me pull up the form here.
[AGENT][NEUTRAL] All right, it's the authorization form for the uh protected health information, yeah?
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] OK. All right. So I've got it pulled up here. Go ahead.
[CUSTOMER][NEUTRAL] So on that, go ahead.
[CUSTOMER][NEUTRAL] On the, on the a part, do I put my, it's for my um my son's mom to be able to get the access to information.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] When I put
[CUSTOMER][NEUTRAL] On the a part, do I, do I put my information right here or his information right here?
[AGENT][NEUTRAL] Um, no, you wanna put her information or about the individual whose information can be disclosed, so you wanna put the information that we can disclose. So if it's about your child, then you would put your child's information there. That's the individual whose information that we're disclosing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. That's what I was thinking.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] The next part.
[CUSTOMER][NEUTRAL] What the next part on be part, what do I put right there?
[AGENT][NEUTRAL] About the information to be disclosed.
[CUSTOMER][NEUTRAL] Alright, maybe I'm just supposed to fill out the A, the see it says A, C, and.
[AGENT][NEUTRAL] Yeah, it says complete sections.
[CUSTOMER][NEUTRAL] Let's see if I may, OK.
[CUSTOMER][NEUTRAL] So I put his mom's name right there.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And then the last part.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] So what do I put in that box right there?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And that little box there, it's just wanting you to like if you wanted it to just be to a certain date, so you would just leave it blank.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You just need to, it looks like, yeah, it looks like you just need to, um, it says unless otherwise revoked this authorization will expire on or earlier the following date even and condition. So yeah, it's just if you wanted it to expire on a specific date, so you just need to sign and it looks like put the date that you signed.
[CUSTOMER][NEUTRAL] OK, because I don't, yeah.
[CUSTOMER][NEUTRAL] OK, signature.
[CUSTOMER][NEUTRAL] In today's day.
[CUSTOMER][NEUTRAL] What's today say? What is the
[CUSTOMER][NEUTRAL] What's the next thing.
[AGENT][NEUTRAL] Uh, today is the [PII].
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Of January, yeah.
[CUSTOMER][NEUTRAL] And then do I need to, do I need, I can fax this to you or?
[AGENT][NEUTRAL] Yeah, so if you
[CUSTOMER][NEUTRAL] What's the best way for me to get this back?
[AGENT][NEUTRAL] If you look at the um bottom of the first page there is a fax number I can give it to you if you wanna write it down um fax is gonna be the easiest way or you can put it in the mailbox, but.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it the 877 is that 363-9423?
[AGENT][NEUTRAL] Mhm, yeah, it's that 877 number, yep.
[CUSTOMER][POSITIVE] OK, I can fax that to you right now.
[AGENT][POSITIVE] OK, sounds good. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, question, I do have a question.
[CUSTOMER][NEUTRAL] She's asking me.
[CUSTOMER][NEUTRAL] Can you tell me?
[CUSTOMER][NEUTRAL] Can you tell me what doctor my, my son saw last?
[CUSTOMER][NEUTRAL] Yeah, yeah I see that.
[AGENT][NEUTRAL] Uh, I can try and look to see if there's any claims for that, doctor. Do you have your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, give me one second.
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 01288
[CUSTOMER][NEUTRAL] 297.
[AGENT][NEUTRAL] I'm sorry, will you repeat that one more time? 01.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 01288
[CUSTOMER][NEUTRAL] 297.
[AGENT][POSITIVE] Alright, thank you so much. Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then if I can get your first name, last name, and date of birth.
[CUSTOMER][NEUTRAL] Um, first name is [PII], last name [PII].
[CUSTOMER][NEUTRAL] Um, [PII] and you said my first and my phone number?
[AGENT][NEUTRAL] No, no, no, and your address, I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thanks so much.
[AGENT][NEUTRAL] And the email on file is [PII] still good for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Give me a few seconds. Let me go back and look at.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, I see your provider, it says ACS, so A as in apple, C as in Charlie, S as in Sam, primary care physicians.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah I don't have an email, do you?
[AGENT][NEUTRAL] Um, an email for.
[CUSTOMER][NEUTRAL] Um, like I, that I can like scan this form to.
[AGENT][NEUTRAL] No, unfortunately, we can't accept it over email. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, I mean, that's the last like primary that I see. There's not a doctor's name.
[AGENT][NEUTRAL] Um, it just says ACS primary care physicians, and that's the last thing that I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. I'm about to uh fax this uh this uh thing to you.
[AGENT][POSITIVE] Alright [PII] sounds good. Anything else I can do for you today?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] All right, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You should.
[AGENT][NEUTRAL] Bye bye.