AccountId: 011433970860
ContactId: e9204f41-40c2-49f9-a8a7-6a53e4db9056
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 844390 ms
Total Talk Time (AGENT): 397209 ms
Total Talk Time (CUSTOMER): 161595 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/2025/02/10/e9204f41-40c2-49f9-a8a7-6a53e4db9056_20250210T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is uh [PII]. I work for uh Western Flyer Express.
[CUSTOMER][NEUTRAL] Uh, I have insurance through y'all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was trying to make it so my wife can access it.
[AGENT][NEUTRAL] When you say access it call and get information or?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Yes, get information, yes, cause um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know why it's like cause I, I have her on there.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It, it's like I, I've been working at Western Express over a year and I've never received the uh medical like the card itself or the dental card or vision, any of that.
[AGENT][NEUTRAL] OK, what's your policy? You do not have your card?
[CUSTOMER][NEUTRAL] No, I've never got one.
[AGENT][NEUTRAL] OK, spell your first and last name?
[CUSTOMER][NEUTRAL] Uh [PII] for the first name and [PII] for the last name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's your uh phone number in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thanks.
[AGENT][NEUTRAL] And what type of policy do you have with us?
[CUSTOMER][NEUTRAL] I have a medical, dental and vision.
[CUSTOMER][NEUTRAL] And I think the um the life insurance too.
[AGENT][NEUTRAL] And your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you calling on which one are you calling on right now?
[CUSTOMER][NEUTRAL] Which one am I calling on?
[AGENT][NEUTRAL] Uh-huh, which policy?
[CUSTOMER][NEUTRAL] Um, I just, um, I just need to let my wife be able to get the cards or whatever. I just got a text from her and she sent me this number for a contact.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK, I'm gonna get you verified and then we can proceed, OK? Um, verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have an email address on file that you can verify?
[CUSTOMER][NEUTRAL] Uh, it should be [PII].
[AGENT][POSITIVE] OK, thank you for that. Give me one moment.
[AGENT][NEUTRAL] All right. Let me see.
[AGENT][NEUTRAL] OK, I see where she called today for the cards and, OK, yeah, since she's not on the policy we have to get your permission to do any type of activity or is she on this? Well, she's on the limited, she's on the hospital indemnity policy but when you request the card you have to uh request it um what I can do, uh, because when she calls we have to get your permission each time she calls however.
[AGENT][NEUTRAL] There is a form that I can email you to the email to the address that you gave me and um it gives us authorization.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, to disclose information that you instruct us to, um, and you do not have to be on the phone.
[AGENT][NEUTRAL] So I think this would probably be better, otherwise we'll need to get you on the phone each time she calls. Give me one second, let me locate the form.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Few more minutes.
[AGENT][NEUTRAL] Um, [PII], your email address, is there a dot in between your first and last name or no?
[CUSTOMER][NEUTRAL] No, ma'am, it's just [PII] mhm.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Cause I need glasses. That's, that's another reason why I call cause I do need glasses, especially before I get another physical.
[AGENT][NEUTRAL] So we do not administer your vision.
[AGENT][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Uh, we handle your medical policy.
[AGENT][NEUTRAL] Your dental policy and your critical illness policy. I think your um vision is through a different carrier.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just emailed that over to you. I'm gonna wait until to confirm that you did receive it.
[AGENT][NEUTRAL] And that you are able to open the document.
[AGENT][NEUTRAL] And then also [PII], since you have 3 policies with us, you may want to list each of the policy number numbers you can just write them on the front.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of that form
[AGENT][NEUTRAL] And let me see if there's a space because that way we'll know we can note each of the policies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So there won't be any, um, you know, we won't have to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the document.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at it really quick. I forgot to see.
[AGENT][NEUTRAL] Check one thing.
[AGENT][NEUTRAL] Were you able to open it?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you'll, yeah, in section A, it's asking for your first name, middle initial last name, your date of birth, and then next to that it'll ask for your social security number or policy number. Just put your policy numbers in that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, box and do you have a pen and paper where I can where I can give you the or so you can write down the policy numbers?
[CUSTOMER][NEUTRAL] Yeah, I have the notes on my phone. Um, you can go ahead with them.
[AGENT][NEUTRAL] OK, so it's to your medical policy.
[AGENT][NEUTRAL] It's 247.
[AGENT][NEUTRAL] 5
[CUSTOMER][NEUTRAL] 247.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5447.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Your dental policy is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your critical illness policy is 247.
[AGENT][NEUTRAL] 5445.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's OK, the first one is [PII].
[AGENT][NEUTRAL] Give me the first one again.
[CUSTOMER][NEUTRAL] It's 247-544-47.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The second one is.
[CUSTOMER][NEUTRAL] Uh, 247-531-0.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the last one is 247-544-5.
[AGENT][NEUTRAL] Correct, and there's enough space to put all three of those numbers, those policy numbers on the claim form and that way we'll know to upload it, um, and then also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In section B
[AGENT][NEUTRAL] Of the claim of that form?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll have to specifically spell out the name of the person that you want us to disclose or give information to in in the first part of box B.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It says services to disclose the above named individuals protected health information for the purpose of sorry for the purpose of so you need to tell us what information we can provide, you know, will she be calling for claim status, um, or like she called before to request a card, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If she's wanting to verify your benefits.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You know you can specifically state what we are able to disclose to her um or if you, you know, want to say give her whatever information she needs, we just have to get that instruction from you.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And it and it has to be written on the form.
[AGENT][NEUTRAL] Um, and that's gonna be in the first section of Part B.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then the second part of Part B.
[CUSTOMER][NEUTRAL] The first section of Part B.
[AGENT][NEUTRAL] Yeah, it says the purpose of this form is to allow APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, I see it.
[AGENT][NEUTRAL] Or business partners acting as APL.
[AGENT][NEUTRAL] To disclose the above named individuals which is you because you're the name your name will be above protected health information for the purpose of so it's basically saying why are we disclosing the information to whoever whoever you say that we can disclose it to and then the one below that it says this authorization allows APL to release the type of the type and amount of information as specified below.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I see it.
[AGENT][NEUTRAL] Actually that's gonna pretty much be the same thing I think in the first box for the let's see we're releasing the uh information for the purpose of.
[AGENT][NEUTRAL] I'm actually not sure what you put in that first box on section B.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But the section, the sec the, the section, the, the box after that is where you put whatever we can disclose to her is it claim status is it benefit information or is it whatever information she needs?
[AGENT][NEUTRAL] Whatever you choose to say there and then in box C.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Are they, um.
[AGENT][NEUTRAL] That tells us who we can disclose information to so you would need to put her full name there.
[AGENT][NEUTRAL] Inbox in section C.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then further down it tells us how long.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You know, you should tell us when, how long we're able to give her this information.
[AGENT][NEUTRAL] So you have to put a date there?
[CUSTOMER][NEUTRAL] Infection E.
[CUSTOMER][NEUTRAL] In section E, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And then of course it requires your signature and the date that you signed it.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And just get that back to us um you can email it or you can fax it at the number at the very bottom.
[CUSTOMER][NEUTRAL] OK, the 1222 number.
[AGENT][NEUTRAL] At the bottom of page one.
[CUSTOMER][NEUTRAL] On the bottom of page one? OK, OK, I see it.
[AGENT][NEUTRAL] The fax number?
[CUSTOMER][POSITIVE] That'll work. I'll get it to you ASAP.
[AGENT][NEUTRAL] OK, and I'll just put in a note that you will be completing that authorization to to disclose protect protected health information form.
[AGENT][NEUTRAL] Um, and then if she calls before we receive it, we still have to get your permission, so we'll have to get you on the phone to give us permission to speak with her.
[CUSTOMER][NEUTRAL] OK, that'll work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] All [PII]. Anything else I can help out with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you. You have a good one.
[AGENT][POSITIVE] OK you too thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.