AccountId: 011433970860
ContactId: b29535f9-cfdd-42b7-883a-b40563847094
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 710150 ms
Total Talk Time (AGENT): 202395 ms
Total Talk Time (CUSTOMER): 116751 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/b29535f9-cfdd-42b7-883a-b40563847094_20250114T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, um, I need to, I don't even know how to go about doing this, but my son's mom is trying to, um, I don't know if she's trying to set an appointment or get some information from y'all about for my son.
[CUSTOMER][NEUTRAL] But she was telling me that she needs permission to do so. So they're like um some I have to put down or something, you give her permission.
[AGENT][NEUTRAL] Yes, I can help you with um the third party uh release form. Can I please get your name and your callback number first, sir?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], can I please get your policy number?
[CUSTOMER][NEUTRAL] Uh, give me one second.
[CUSTOMER][NEUTRAL] Hold on one second, I'm trying to pull it up.
[AGENT][POSITIVE] Yes sir, that's fine. Go ahead and take your time.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Policy number is 012.
[CUSTOMER][NEUTRAL] 88297.
[AGENT][NEUTRAL] OK, let me pull that in sir.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you sir and then I'll also need for you to verify for security reasons your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Uh, [PII]. That's the phone number, email address is uh my first name [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And the address is
[CUSTOMER][NEUTRAL] The address is um [PII].
[AGENT][NEUTRAL] Thank you, sir. I yes, thank you for verifying your information for me. OK, so the reason why um you had to call in to give consent for her to be able to speak about the policy is it's a HIPAA violation if we let somebody that's not on the policy, if we give them information that's a security for yourself. um, now.
[CUSTOMER][NEUTRAL] 30904.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know that she needed information for the policy.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] When she calls in, if she can get you on a 3 way call and we can get consent from you to talk about the policy that lasts for 1 day.
[AGENT][NEUTRAL] But there is a form that I can email to you and that gives, yes, that gives her consent to be able to discuss the policy, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh yeah, please.
[AGENT][POSITIVE] Without her having to call and get you on a three-way call.
[CUSTOMER][POSITIVE] Oh yeah, yeah, definitely. Let's do that.
[AGENT][NEUTRAL] OK. All right, so, um, I'm going to, while we're on the phone together, I'm gonna send you that email that has that uh release form in it for you to fill out and you just email it back to us and we'll, we'll get it um added to the policy for you. Now it takes like 3 to 7 business days for that to take place once we receive it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but in the meantime if she needs to call in and I'm gonna put a note in for today that you have given consent for her to talk about the policy today.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Will they need me to be on a 3 way call today or she can do it today?
[AGENT][NEUTRAL] I'm gonna put a note in um because you have verified your policy and I have spoke with you uh what is her name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] And she's your spouse?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, no, she's just my son. She's my son's mom. [PII] that's on the policy. That's his mom.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna put a note in the um policy today that she has consent to discuss the policy today and I'm gonna put you on a brief hold. I'm gonna get that claim or that release form for you so that I can send it to you by email so you can fill that out so that she has access for it after we receive it, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold.
[CUSTOMER][NEUTRAL] So how do I need to get it back to y'all? Do I need to fax it to you, email?
[AGENT][NEUTRAL] You can just
[AGENT][NEUTRAL] You can email it to us or fax it either way.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which way would you choose?
[CUSTOMER][NEUTRAL] Um, I can email it. It doesn't matter, whichever is the easiest way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll put the information in the email for you just give me a moment to work that up and get that sent to you and I'll get back on the phone and let you know it's on the way.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[AGENT][POSITIVE] OK, thank you, sir. Thanks for holding for me.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Shoot.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you for holding for me, [PII]. I've got.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At that claim form or that release form on its way to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, I think that's it.
[AGENT][NEUTRAL] OK, well I've got it on its way so you can fill it out. You just fill it out and email it back to us, OK?
[CUSTOMER][NEUTRAL] Alright, I'll do that today.
[AGENT][POSITIVE] Alright, thank you, sir.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] Thank you you have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.