AccountId: 011433970860
ContactId: db9b4a39-0baa-4a2f-a845-48021cb29619
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153779 ms
Total Talk Time (AGENT): 7281 ms
Total Talk Time (CUSTOMER): 109299 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/db9b4a39-0baa-4a2f-a845-48021cb29619_20250121T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII]. Um, I have um
[CUSTOMER][NEUTRAL] Uh, you are processing some, uh, a claim or some claims for me. And they sent me a uh letter saying that I needed to fill out a, um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] A paper to see if my husband had pre-existing condition.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, OK, I filled out with all the doctors that, uh, he has seen, uh, including the, the medical center or the hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but there's, uh, it says dates of consult and reason for consult. I don't have any idea. I mean, he, one was his primary doctor, the other one was the, the cardiologist, the um the um neurologist, I mean, he, I didn't go with him to the doctor.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I don't know what to put on the dates. I mean, they wanted it for a year prior to the, to when, when we got the.
[CUSTOMER][NEUTRAL] The policy or whatever it is. So do I need to put that date?
[CUSTOMER][NEUTRAL] Uh, I, I don't know what to put on the, on those, those to be able to fax them, because I already have them filled out. The only thing that I don't have is the uh the dates.
[CUSTOMER][NEUTRAL] I have the gastroenterologist, the cardiologist, the um the uh neurologist, the hospital, the um
[CUSTOMER][NEUTRAL] Uh, whatever it is, um, psychiatrist and his primary doctor.
[CUSTOMER][NEUTRAL] Those are the, the ones that he has gone the last year.
[CUSTOMER][NEUTRAL] But I don't, I don't have the dates or any of that stuff, so I, I need to find out what do I need to put on those before I fax them.
[CUSTOMER][NEUTRAL] Excuse me, are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?