AccountId: 011433970860
ContactId: ee0608da-d6d7-4bc8-83a1-07ceda6fe1f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206470 ms
Total Talk Time (AGENT): 87419 ms
Total Talk Time (CUSTOMER): 73660 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/ee0608da-d6d7-4bc8-83a1-07ceda6fe1f3_20250211T16:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling Ael. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][NEUTRAL] I'm doing OK, and yourself?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I don't know if you need the policy number. Basically we need um.
[CUSTOMER][NEUTRAL] We need medical records and it says on her EOB that a form was enclosed, but she doesn't have a form. And I didn't, is that something y'all have to give or can I give it?
[AGENT][NEUTRAL] So you said
[AGENT][NEUTRAL] We were requesting medical records or?
[CUSTOMER][NEUTRAL] Yeah, we're requesting medical records for her claim and it says please complete the enclosed form, but she says she doesn't have a form. So I know.
[AGENT][NEUTRAL] What, what's the policy number?
[CUSTOMER][NEUTRAL] It's 2541314.
[AGENT][NEUTRAL] For [PII]. Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what date was that?
[AGENT][NEUTRAL] She probably just didn't get it, but hold on, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So we just met her out yesterday, so that's why she hasn't received it, but we mailed her out uh um.
[AGENT][NEUTRAL] A physician's form to fill out her doctor's information and then.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, it's separate. OK, she probably thinking it was in there. OK. I'll tell her.
[AGENT][NEUTRAL] Yeah, because we just processed the claim yesterday, so she just wouldn't, she wouldn't have received it yet, um.
[AGENT][NEUTRAL] So you need so we mailed it, we mailed them out yesterday when the claim was processed, the HIPAA form for her to fill out and, well, for her to sign and then the list um to fill out for her physicians.
[CUSTOMER][NEUTRAL] OK, so she has to wait for it to be, OK, she has to wait for it to be mailed. It's not on online because she's looking on the online service center. So it's actual paper.
[AGENT][NEUTRAL] So let me see if it's on there. Hold on one second. Uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know the HIPAA form is, um, and that's only because when we request medical records from the providers, we have to have that HIPAA form giving us permission to request it, so I know that form is on there.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, which I can give you the name of that one, she can download.
[CUSTOMER][NEUTRAL] Oh, you're talking about, I know what you're talking about. I'm good. No, no, I mean, I thought, you know, like where their claims are on the OSC like I thought whatever's enclosed. I didn't know if it was there like electronically. You see what I'm saying? But no, she, I'm gonna just tell her it was mailed out yesterday and it just hasn't been received yet. She's just looking online, she got the notification, so.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh OK, yeah, she just got the notification that we process the claim, but, but yeah, that's what we sent out to her and she would just fill those documents out and send them, upload them, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Send it back.
[CUSTOMER][POSITIVE] OK, well thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Alright bye.