AccountId: 011433970860
ContactId: c8dac363-f230-482f-aeb4-1a7f9d0ea46d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165679 ms
Total Talk Time (AGENT): 53986 ms
Total Talk Time (CUSTOMER): 103369 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/c8dac363-f230-482f-aeb4-1a7f9d0ea46d_20250318T16:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, so my name is [PII]. I was talking with [PII] yesterday. I'm trying to get um um an authorization.
[CUSTOMER][NEUTRAL] Um, to release and disclose my patient information to you guys. I need a fax number to where, um, um, a line of health.
[CUSTOMER][POSITIVE] Can um fax my uh walkout statements and diagnosis codes too.
[AGENT][NEUTRAL] OK, um, so the authorization is the, the claim, the part of the claim form, or is it like authorization through a third party like a personal pers um like.
[CUSTOMER][NEGATIVE] Well, um, a liner wouldn't release my, uh, medical information to America Public Life because I filled out the form wrong. I have the wrong expiration date on it, and now that I don't have the expiration date on it, I need to, uh, um, submit the form, and now that I have it filled out correctly.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, however, a line of health needs to know, uh, what fax number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To send the medical records through.
[AGENT][POSITIVE] OK, sure. Yes, I can assist you with that. Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, my phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII]. Now on the form that you guys did send me, you, you have a phone number which is uh I think how I was able to call you guys right now but they don't have a fax number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And the fax number is [PII].
[CUSTOMER][NEUTRAL] And this is where they said, OK, hold on again [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] And this is um American Public Life Insurance Company fax number for forms to be faxed to?
[AGENT][NEUTRAL] Correct, yes, and that's for any claims or anything pertaining claims, goes to that fax number, OK?
[CUSTOMER][POSITIVE] Alright, OK, that went pretty smooth and easy. OK, well you have a good day now.
[AGENT][NEUTRAL] You as well. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that's enough. Thank you.
[AGENT][POSITIVE] OK. Have a good day. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye now.
[AGENT][NEUTRAL] No.