AccountId: 011433970860
ContactId: eb63267d-d2b9-413d-8ca6-426c08f221b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141500 ms
Total Talk Time (AGENT): 56002 ms
Total Talk Time (CUSTOMER): 72926 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/eb63267d-d2b9-413d-8ca6-426c08f221b2_20250127T14:53_UTC.wav
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[AGENT][NEUTRAL] Contacting APO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Um, my husband has A APL through his work, and y'all sent me an authorized to disclose protected health information. I'm his wife, or I can see the information. And they told me that on the form that he didn't fill out these, so they sent us the form. So we filled it out. So can I fax it to y'all?
[AGENT][NEUTRAL] Oh, yes, absolutely. Um, I just need to make sure, yeah, I just need to make sure, I just need to make a note of it on this policy. What is the policy number, please?
[CUSTOMER][NEUTRAL] OK. And which
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEUTRAL] Well, it's got a member ID number is that it?
[AGENT][NEUTRAL] Yes, and what is that, please?
[CUSTOMER][NEUTRAL] 232
[CUSTOMER][NEUTRAL] 1217 and then it's got a group number?
[CUSTOMER][NEUTRAL] 13531 and then it's got plan name Medling 6.
[AGENT][NEUTRAL] Oh, I see. OK.
[AGENT][NEUTRAL] And your husband's name and date of birth please?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, and I'm just gonna have to ask for uh a phone number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I do appreciate that. Thank you. I'm just making a note of it so that we'll be on the lookout for it. Our fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And we should receive that.
[CUSTOMER][NEUTRAL] Or we better if
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Or would it be better if I just email it?
[AGENT][NEUTRAL] Um, no, it's, you'd need to fax it to us. Um, it goes to a certain place.
[CUSTOMER][NEUTRAL] OK, OK, so let me repeat it. [PII].
[AGENT][NEUTRAL] That's correct, yes. And is there anything else at all that I can help with, uh, Mrs. [PII]?
[CUSTOMER][NEUTRAL] No, that's it. Um, according to his company, they sent out a new card, so I guess they renewed it starting [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. That is correct.
[CUSTOMER][NEUTRAL] That is correct. Now, did any of the benefits change like you got 6 for the inpatient, 6 for the outpatient, and.
[AGENT][NEUTRAL] That is that, yeah.
[AGENT][NEUTRAL] It looks like it's exactly the same. It's just, it's just that they just updated it, yeah, yeah.
[CUSTOMER][NEUTRAL] Exactly the same.
[CUSTOMER][POSITIVE] Yeah, OK. All right then. Well, thank you.
[AGENT][POSITIVE] OK, well thank you for contacting APL you have a very good morning.