AccountId: 011433970860
ContactId: ae6856c3-bf81-41e6-b457-d4bc37789f54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516619 ms
Total Talk Time (AGENT): 170787 ms
Total Talk Time (CUSTOMER): 195991 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/ae6856c3-bf81-41e6-b457-d4bc37789f54_20250331T18:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, I received a letter through the mail, um.
[CUSTOMER][NEUTRAL] Do you need my, uh, I have a policy number and a reference number.
[AGENT][NEUTRAL] OK. Can I get your, your name and your policy number first?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, my name is [PII] and the policy number is 02575639.
[AGENT][NEUTRAL] OK, let me pull that policy up.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, it's uh [PII].
[CUSTOMER][NEUTRAL] And the email address is [PII].
[AGENT][NEUTRAL] And then one last verification, can you please give me your phone number?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][POSITIVE] Thank you so much. Ms. [PII], if we get disconnected, can I call you back on the number you just gave me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. And then what is your reference number that you have?
[CUSTOMER][NEUTRAL] Uh, it is 02575639. It's the same as the policy number.
[AGENT][NEUTRAL] Oh, OK. And then on the letter that you received, um, is it about a claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, there's a claim number.
[AGENT][NEUTRAL] OK, what is that claim number, please?
[CUSTOMER][NEUTRAL] 3581275
[AGENT][POSITIVE] Thank you very much. I appreciate you giving me that information.
[AGENT][NEUTRAL] OK, so it's gonna be just a minute while I pull up the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just being a little bit slow. I'm sorry.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, were you calling because of the remarks that were on the claim and the things that are needed?
[AGENT][NEUTRAL] To complete
[CUSTOMER][NEUTRAL] Uh, yes, so I'm calling because it says, it says complete the enclosed form and return to our office, but there was no enclosed form with the letter with the. So what I received was an explanation of benefits, and that's on page one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And then when I turned it over, it says page 2, and that's basically the only form that I got, the only page I got. There was nothing else enclosed in the envelope.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] However, it says please complete the enclosed form.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm gonna go ahead and transfer you on over to a claims examiner uh so that we can get that correct information out to you OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and I'm gonna let them know that you've already verified your policy, so you don't have to do that again. So it's gonna be a brief hold while I transfer you and get you further help, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] All right, thank you, Miss [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone and her policy number is, let me get back over there.
[AGENT][NEUTRAL] It's 257-563-9.
[AGENT][NEUTRAL] And I have verified her and the number she's calling from is a good call back number on her claim number it's the only one in there um 358-1275, she received a letter stating that she needed to sign the release of medical records, but the release of medical records was not sent to her, so she needs a release of medical records form sent to her.
[AGENT][NEGATIVE] She said that the first page had the letter but on page 2 it was just blank.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And it's let me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And she, she says she received a blank form.
[CUSTOMER][NEUTRAL] I'm gonna look at the what was sent to her.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So she just received the EOB basically and then another blank form.
[AGENT][NEUTRAL] Yes. Yeah. That's what she got.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] It's not just the release of information, it looks like.
[CUSTOMER][NEUTRAL] She's needing to provide?
[AGENT][NEUTRAL] That's what I could read by.
[CUSTOMER][NEUTRAL] It's the preexisting medical history. So that's a separate form and she didn't get that form, right?
[AGENT][NEUTRAL] Yes, because she has.
[AGENT][NEGATIVE] She didn't get any forms to complete.
[CUSTOMER][NEUTRAL] OK, and everything's been verified?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and let's see.
[CUSTOMER][NEUTRAL] I'm just looking to see if she signed our HIPAA form and it doesn't look like that one with the claim form. I was looking for that as well. I don't see that here.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so I'm not sure if they need that form as well, but I'll go ahead and send that to her and uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And it's [PII], correct?
[AGENT][POSITIVE] Yes, she's really sweet. She's she's a nice one.
[CUSTOMER][NEUTRAL] Oh good that's good. OK, I think I should be able to, yeah I think I may be able to go ahead and send those blank forms to her via email that's what I've been doing, um, as long as they're blank, but it's just a little bit more convenient for them, especially if they're not using the OSC and it looks like she's not, is she not using the OSC or you didn't get that far?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] I didn't get that far with her when she explained to me she only got the EOB and everything else was blank pages. I was like, oh, I don't even know what all needs to be sent to her, so I transferred her for help.
[CUSTOMER][NEUTRAL] Yeah, I'm just gonna just check to make sure that we don't have an active OSC on her.
[CUSTOMER][POSITIVE] But you can go ahead and transfer over and I'll help her as best I can.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you, [PII].
[CUSTOMER][POSITIVE] Thank you so much for uh huh.
[AGENT][NEUTRAL] Mm bye-bye.