AccountId: 011433970860
ContactId: cb5c2aba-2dfe-4b97-955c-59836d288539
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 619580 ms
Total Talk Time (AGENT): 282490 ms
Total Talk Time (CUSTOMER): 335355 ms
Interruptions: 8
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/cb5c2aba-2dfe-4b97-955c-59836d288539_20250319T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is with whom am I speaking. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII], and I was calling in reference to my uh mother [PII]'s policy. Uh, I've helped my parents with the claim last year and helping them with a claim this year, and I talked to a lady yesterday that said that I had not completed the um authorization to disclose.
[CUSTOMER][NEUTRAL] Form properly and she'd asked me to resubmit it and uh actually I want a little guidance before I messed it up again so uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's your, what's your mother's policy number please?
[CUSTOMER][NEUTRAL] It is 9801176.
[AGENT][NEUTRAL] OK, unfortunately I'm not able to locate a policy with that number that's an older policy, so I'm gonna have to ask you to give me her social.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Oh well, uh, is there, uh, can I try a different policy number? I don't have it offhand, uh, uh, I have.
[AGENT][NEUTRAL] OK, try the policy different policy number. What is it?
[CUSTOMER][NEUTRAL] 00088112.
[AGENT][NEUTRAL] 0008812 is that 38 or 28?
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] Of this 00018.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] H as in Henry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] H as in Henry.
[CUSTOMER][NEUTRAL] H as in Henry help.
[AGENT][NEUTRAL] OK, unfortunately I cannot locate a policy with that number. So you, let's try, let's try your mother's name. What's her last name? Give me her.
[CUSTOMER][NEUTRAL] All right, well, let's.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's her first name? [PII]?
[CUSTOMER][NEUTRAL] [PII], yes ma'am.
[AGENT][NEUTRAL] And that's with the [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, she is the insured.
[AGENT][NEUTRAL] OK, let's see if I can find it.
[CUSTOMER][NEUTRAL] Or the the climate?
[AGENT][NEUTRAL] OK. 11 2nd.
[AGENT][NEUTRAL] One second.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] I do see another document that that it does have two H's and it's not an H. I must have written that down wrong.
[AGENT][NEUTRAL] Right, I've already found it. I've already found it verify her date of birth please.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is your mother's mailing address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you for that information. OK, so, um, I can assist you with, uh, how to fill out that third party authorization form. Now for your mother, you wanna always call and give us the number. You had it wrong. It does not have an H in it. It's 881-12. OK, that's so 88112, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that.
[CUSTOMER][NEUTRAL] I is is that the policy number?
[AGENT][NEUTRAL] That is the policy number. Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right, so give me one moment to get that, that form pulled up so I can look look at it while uh we go through it. One moment.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, let's take a look at it.
[AGENT][NEUTRAL] Uh, now, what, what section are you confused about? Or are you confused?
[CUSTOMER][NEUTRAL] Well, well, I want to, I'll just walk through it. I'll make sure I get it right. Of course it's my mother's name, [PII] at the top date of birth. Uh, the policy number is 88112, uh, address [PII]. Uh, that's, uh, I have my father's cell phone number here, uh, and the email address is my email address section B.
[CUSTOMER][NEUTRAL] Uh, the first thing I'm supposed to fill out, it's, it's for the purpose of, uh, processing claims associated with this policy. Is that the correct description of what I should have in that first line under B?
[AGENT][NEUTRAL] Uh, let's take a look. It looks like you might have a, I don't know if that's an older form, the form that I'm looking at. Give me one second. Let me check another place. They sent it to you yesterday.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, yes, ma'am. I, I did one last year.
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] Did they send you that form on yesterday?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, we just.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][POSITIVE] It's not a problem.
[CUSTOMER][NEUTRAL] Contacted them a little bit earlier in March, uh, saying I'll just try this process of doing a claim again this year, so I believe I did everything correct except for this disclosure which is supposed to have my name on it, I believe.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] So we can help with this process. I can help with this process, so I did.
[AGENT][NEUTRAL] So section B, section B is gonna be um section, uh it should list uh it says the individual to disclose the information to, so that should be your name.
[CUSTOMER][POSITIVE] OK, OK, uh, the fun.
[AGENT][NEUTRAL] Uh, does section C say about individual or organization to disclose information?
[CUSTOMER][NEUTRAL] OK, uh, can we go back up to B, please?
[AGENT][NEUTRAL] Sure, uh huh, OK, go ahead.
[CUSTOMER][NEUTRAL] OK, uh, it says the purpose of this form is to allow PL and business partners on that blah blah blah blah to disclose the above named individuals protected health information for the purpose of, and I was gonna put processing claims associated with this policy.
[AGENT][NEUTRAL] What whatever your mother is giving you authorization to do because she's gonna have to be the one to sign it. So if she wants you to discuss everything, then you would check everything if it's something in particular she wants you to call and get information about, maybe it's just a claims process and then that's what you would select but if she's giving you authorization to discuss the account in whole, then you just need to check everything that applies and she needs to sign it at the bottom. That would be her signature at the bottom, giving you authority.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow, and I
[CUSTOMER][NEUTRAL] I'm, I'm not sure we're looking at the same form perhaps I don't see things to check.
[AGENT][NEUTRAL] I think it was a, it was another form, but um that's what I'm trying to check and see. I think you have perhaps an older form, but give me one second.
[CUSTOMER][NEUTRAL] That may be the the deal.
[AGENT][NEUTRAL] But it'll be fine. Either way it's fine, um, because they have the same information on them. So just in that section, even if it's not anything for you to check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, if your mother wants you to have full disclosure to the whole uh policy, then I would just write in full disclosure to the whole policy. She has to sign at the bottom, giving you that authority. Mhm. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so.
[AGENT][NEUTRAL] And do you have a question about another section?
[CUSTOMER][NEUTRAL] Well, uh, then the, then the next line would be to put it, if it says this authorization allows APL to reach this type of information as specified below is that that that's where my mother signs or does my name go in there as well?
[AGENT][NEUTRAL] What does it say again? because I'm sorry I don't have that form. I'm not looking at that form that you have.
[CUSTOMER][NEUTRAL] Oh wow, it says it it says uh after it asks what it's for, it says this authorization allows APL to release the type and amount of information as specified below.
[CUSTOMER][NEUTRAL] So perhaps is that.
[AGENT][NEUTRAL] And you could put your name right there, just put your name there.
[AGENT][NEUTRAL] Just say 2
[CUSTOMER][NEUTRAL] OK, and then.
[CUSTOMER][NEUTRAL] Then section C has the above listed information may be disclosed and used by the following individual or organization. Is that my name again?
[AGENT][NEUTRAL] Your name, your name? Mhm.
[CUSTOMER][NEUTRAL] OK, that's, that's where I was getting really confused. I was going, OK, am I supposed to do is my mom supposed to be above that, or? OK.
[AGENT][NEUTRAL] And where it says this authorization allows APL to release the type and amount of information as specified below, that's where you would write in full disclosure to the uh account however you would like wish to word it, not your name right there, but the information that can be disclosed full access to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The, uh, policy.
[CUSTOMER][NEUTRAL] OK, then, uh, let's see then it then merely she needs to sign it at the bottom of the page, sign and date it.
[AGENT][NEUTRAL] Well it says signature and authority to sign. Mhm.
[CUSTOMER][NEUTRAL] A signature, OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It does have, OK, I, I'm assuming if someone else had to sign for her there's a question of relationship or personal representative to patient. I'm assuming that would be a.
[AGENT][NEUTRAL] And if somebody else has to sign for her then we have to have a power of attorney given that person authority to handle her business so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I want to, OK, I want to make, make sure that needs to be where my mom's name is. OK, thank you for your help. Sorry for the confusion, uh, and I need to.
[AGENT][NEUTRAL] OK. All right.
[AGENT][POSITIVE] Oh, no, no, no. It's very confusing. It is, so no problem. That's what we're here for, to help you with your questions. You, anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, let me go ahead and make sure I have the correct mailing address if you don't.
[AGENT][POSITIVE] Absolutely. It is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is [PII] and that address is located at the top right hand corner of that form that you're filling out.
[CUSTOMER][NEUTRAL] OK, um, well, not on this one, not on the 10, is it supposed to be, um, APL? I can't remember. I think the last thing had something was claims or.
[AGENT][NEUTRAL] Not on that one? Oh, wow.
[AGENT][NEUTRAL] Yes, APL coins. APL coins. Mhm.
[CUSTOMER][NEUTRAL] APL claims.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, great. Thank you very much for your help. I really appreciate it.
[AGENT][POSITIVE] All right, anything else I can help you with, Mr. [PII]? OK, well, you're welcome. You have an awesome rest of your day and take care. Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.