AccountId: 011433970860
ContactId: d85f4edd-1d7b-4a3a-b771-eb7ddeb0ef58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102300 ms
Total Talk Time (AGENT): 32900 ms
Total Talk Time (CUSTOMER): 62189 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/d85f4edd-1d7b-4a3a-b771-eb7ddeb0ef58_20250124T22:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I am filling out an authorization for disclosure of protected health information, and there's two sections I'm not sure about. Um, it's section B, it says about the information to be disclosed, um, the purpose of this form to those two.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, the purpose of the forms to allow APL, um, our business partners acting on behalf of APL and the administration of APL products and services to disclose the above name individuals protected information for the purpose of do do you have to put a purpose in there?
[AGENT][NEUTRAL] Yeah, you can put um like all information or you can just put claim information or policy benefits like you can limit what you want us to give out.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, any and all information probably.
[AGENT][NEUTRAL] OK, you can put all information is is OK or authorize all.
[CUSTOMER][NEUTRAL] All information OK, in the next little are the next little um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Since this authorization allows APL to release the type and amount of information.
[CUSTOMER][NEUTRAL] In all information, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess in both of those things.
[AGENT][NEUTRAL] Mhm. Correct, yeah.
[CUSTOMER][POSITIVE] OK, good deal that's that's that answers my question.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK. Well, you have a good afternoon and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Uh-huh, thank you. You too. Bye-bye.
[AGENT][POSITIVE] You're welcome. You're welcome.
[CUSTOMER][NEUTRAL] It