AccountId: 011433970860
ContactId: d4b068c3-5ea6-4e16-bd08-a1bd8349ef6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318299 ms
Total Talk Time (AGENT): 99735 ms
Total Talk Time (CUSTOMER): 109092 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d4b068c3-5ea6-4e16-bd08-a1bd8349ef6b_20250603T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling um for my boss because I've sent you guys a bunch of bills from his son.
[CUSTOMER][NEUTRAL] And I faxed them and I've also sent them um via USPS.
[CUSTOMER][NEGATIVE] And I don't, I'll be honest with you, I don't know how this works, um, how you guys reimburse or what you pay for what you don't pay for, so I'm sorry for my ignorance. I'm gonna need you guys to help me through this so that I can explain it to him.
[AGENT][POSITIVE] I'll be happy to help you. May I have a policy number?
[CUSTOMER][NEUTRAL] 01346369
[AGENT][NEUTRAL] May I have your name and a good callback number?
[CUSTOMER][NEUTRAL] My name's [PII] and the phone number is [PII].
[AGENT][NEUTRAL] May I have his name and date of birth?
[CUSTOMER][NEUTRAL] Um, my bosses.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so he is not on this plan. Let me see if there's.
[CUSTOMER][NEUTRAL] And I'm telling you
[CUSTOMER][NEUTRAL] Oh, I think, I think he's on with his, I think [PII] is on with his mom [PII].
[CUSTOMER][NEUTRAL] And the member ID is 3371.
[CUSTOMER][NEUTRAL] 45.
[CUSTOMER][NEUTRAL] 33.
[CUSTOMER][NEUTRAL] 800.
[CUSTOMER][NEUTRAL] Is her member ID.
[AGENT][NEUTRAL] OK, so I'm going through here and I do not see an authorization for anyone to speak on their behalf. So it has to be [PII] who calls or either the son.
[CUSTOMER][NEUTRAL] Ja
[AGENT][NEUTRAL] Because no one else is listed.
[CUSTOMER][NEUTRAL] OK, well, the son is [PII] old.
[AGENT][NEUTRAL] OK, so she would have to.
[CUSTOMER][NEUTRAL] And I'm
[CUSTOMER][NEUTRAL] Well, I'm his office manager and he's designated me to be the one that contacts you guys.
[AGENT][NEUTRAL] Yes, I am looking through the authorizations one moment and I'm not seeing any.
[CUSTOMER][NEUTRAL] Probably my predecessors there [PII].
[AGENT][NEUTRAL] OK, let's see, I'm sorry, I'm just waiting on the system to load.
[AGENT][NEUTRAL] Cause I don't see anything in the notes. One moment.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] FBI
[AGENT][NEUTRAL] I'm going through the off one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I'm sorry, the name of the group is?
[AGENT][NEUTRAL] Of the business?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 28
[CUSTOMER][POSITIVE] Thank you for keeping us
[AGENT][NEUTRAL] And I scroll through the entire list and I don't see either name.
[AGENT][NEUTRAL] On here.
[AGENT][NEUTRAL] No, ma'am, I do not see either name on here.
[AGENT][NEUTRAL] So if we get a third party and they put your name added to it, then we can give you that information.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, how do I do that?
[AGENT][NEUTRAL] But I don't see it.
[AGENT][NEUTRAL] So there's a um HIPA third party release form. You can go to a [PII] and go under forms and it should be there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on one second, hold on 1 2nd, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] And it should be under the forms section.
[CUSTOMER][NEUTRAL] And then third party HIPAA.
[AGENT][NEUTRAL] And once he
[AGENT][NEUTRAL] Yes. And once he completes and signs that and send it over, we'll get it added to the system.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] [PII], you're so