AccountId: 011433970860
ContactId: efd2040c-61d7-4f01-89e1-0f0b57514d2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 751030 ms
Total Talk Time (AGENT): 344747 ms
Total Talk Time (CUSTOMER): 246654 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/efd2040c-61d7-4f01-89e1-0f0b57514d2f_20250320T20:44_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII], and let me give you my account number and date of birth. My account number is 256.
[CUSTOMER][NEUTRAL] 6030. Date of birth is [PII]. Email address is [PII]. Mailing address [PII].
[AGENT][NEUTRAL] OK, [PII], how can I help you?
[CUSTOMER][NEUTRAL] Yes, I, uh, I talked to someone about 1015 minutes ago, and they need my medical records, but when I saw, OK, well, they told me, Doctor [PII]'s nurse told me that it's all on Doctor [PII] now.
[AGENT][NEUTRAL] Yes, it was me.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For like those stuff because they.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] He sent me over to him.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEGATIVE] To do all this so they uh they they can, that's why they couldn't continue on anything because they have to come to from Doctor [PII], not Doctor [PII]
[AGENT][NEUTRAL] Well, we, let me see, hold on one moment, let me look at something.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, we still have to have medical records from all providers that we talked about. So it's Dr. [PII], Dr. [PII], and I actually was looking further. I'm sorry, I apologize. I didn't let you know about this one too. There's, there's 3 different doc providers. Here's the third one, and we just sent this on [PII], so I doubt they've received it yet.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, the other.
[CUSTOMER][NEUTRAL] Oh they received it.
[CUSTOMER][NEUTRAL] But they, but that's what I'm saying. They told me he's a primary physician now, my doctory.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Right, but based on the information we received from you, we still have to have information from Doctor.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So we just sent that [PII].
[AGENT][NEGATIVE] I don't know if they've received it yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] She saw it in there.
[AGENT][NEUTRAL] Um, cause
[CUSTOMER][NEUTRAL] But he said they can't do it because he has to go through.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That's why I'm just telling you what they told me now.
[AGENT][NEUTRAL] OK. Um, let me see.
[CUSTOMER][NEGATIVE] So I don't know what to do now. I really don't know what this is. It's so confusing right now. I don't know what to do.
[AGENT][NEUTRAL] Yeah I mean they still so based on how this policy works they still have to send us something even if they didn't see you during that period, you know it would just be something as simple as.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] You know, we just still have to have that documentation.
[AGENT][NEUTRAL] So I don't know why they wouldn't cooperate because that's, I mean.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEGATIVE] Doesn't really make sense.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] So you need something from me.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEGATIVE] Well, I, I don't think they're gonna send you. I might just go up there and get it from them and and fax it to y'all.
[CUSTOMER][NEUTRAL] Just all time.
[AGENT][NEUTRAL] Well, as long as it's the form that we sent to them and it's signed by them.
[AGENT][NEUTRAL] That that's what we need. We need documentation, you know, signed by them that they have verified.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] You know that you weren't see in your preexisting period.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] I just try to get somebody in Doctor Eton Doctor He was nurse. They couldn't get anybody.
[CUSTOMER][NEGATIVE] I don't know what I'm gonna do now cause it may take me a month or so if I get back from these people.
[AGENT][NEUTRAL] Can you hold on just one moment?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on just a second, OK? Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] OK, now I feel bad. Should I do we call providers' offices to explain to them that we're really trying.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, uh, OK, I will let him know that. OK, thank you so much.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK sorry thanks for holding [PII] um yeah so it just I would just.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Explain to them, you know, you can give them our number too if they'd like to call us um regarding the letter, but this is something that we can't proceed with your benefits unless they complete this process for the for us and again they can just simply say we didn't see uh and you know the year of [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] And uh.
[AGENT][NEUTRAL] [PII], so for said conditions, so I mean.
[AGENT][NEUTRAL] It's this is a pretty standard process I'm not really sure why they wouldn't comply, um.
[AGENT][POSITIVE] And again I would share with them our number too if they need to call us to clarify any information we'd be happy to do that um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] But we have to have something from
[CUSTOMER][NEUTRAL] I guess I'm at the um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, well, OK, let me see if I can't put you on two ways so I can talk to Doctor [PII]'s nurse again and see if somebody else straight this stuff out and then call this nurse back and uh Doctor [PII], but ma'am, it might take 2 months to get this stuff straightened out.
[AGENT][NEUTRAL] OK, I mean it's just as simple as a.
[CUSTOMER][NEUTRAL] Cause I, I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna put you on hold on, let me call somebody.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] They had a call so you can talk to them and tell what you need.
[CUSTOMER][NEUTRAL] Hold on, man, give me a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You still like ma'am?
[AGENT][NEUTRAL] I'm still here, yep.
[CUSTOMER][NEUTRAL] What? OK, hold on. OK, and will somebody.
[CUSTOMER][NEGATIVE] I don't how to use this stuff.
[CUSTOMER][NEUTRAL] This is [PII]. Oh, this is a [PII], ma'am. I got the insurance company and uh she wants to see what she wants to speak to you. You see that, ma'am? you go.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, I'm, I'm still here. Is this Dr. [PII]'s office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I, I was just.
[AGENT][NEUTRAL] So this is [PII]. I'm with American Public Life, and he has a group cancer policy and it does.
[AGENT][NEUTRAL] Have a preexisting condition clause on it, so we're just trying to determine if in the year of [PII] if Mr. [PII] was treated, you know what he was treated for in that year and in order.
[AGENT][NEUTRAL] For us to process anything on this policy this is required before we can move forward so I I'm just trying to help clarify that and see if we can get the information that we need so we can move forward with his claims.
[CUSTOMER][NEUTRAL] 00 yeah, well, all we have done is his got his lab, which is an elevated PSA. We don't have any anything any treatments after that for, for the prostate.
[AGENT][NEUTRAL] OK, did, did you receive the letter that American Public Life sent?
[CUSTOMER][NEUTRAL] I haven't received anything, but I remember somebody bringing some out here and we told them it needed to go to the on to the urologist.
[AGENT][NEUTRAL] OK, well the the reason why we've sent it to you is.
[AGENT][NEUTRAL] Based on we so we send out a preexisting questionnaire and ask Mr. [PII] who did you see in the 12 months prior to your effective date which was [PII] and so he listed you as one of the providers and that's why we're sending it to you and we we can't complete anything until that you complete your part, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and I mean all we can do is put that he had an elevated PSA, um.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, well, I don't even know let me see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So that's what that's what we're looking for um we sent the letter on [PII] or [PII] so I'm not really even sure if y'all received it yet um.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh yeah, probably not. It's
[AGENT][NEUTRAL] Yeah I know it's [PII] but.
[CUSTOMER][NEUTRAL] It all goes through the.
[AGENT][NEUTRAL] Do you mind, could I share our fax number with you and then when you do receive that letter, well, it should be on the, it should be on the letter as well, but.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, again, it's just simply what.
[CUSTOMER][NEUTRAL] Do you know what address it was sent to?
[AGENT][NEUTRAL] Um, let me pull that up. Hold on one moment.
[AGENT][POSITIVE] Thanks for trying to get this squared away for us we're, I appreciate it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] So let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] It looks like it was sent to.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Sorry, my system is just a little bit slow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, that was sent to [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, well, the 1609 is, it's [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Uh, could I fax you this letter?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, OK, because, uh, it really, it, it just has a, it also has a line here on the um letter that says please check here no medical records are available for the time period requested and if that's the case then it could be as simple as that but um OK can you give me your.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Fax number please?
[CUSTOMER][NEUTRAL] 870.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're, you are [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, perfect. OK, [PII], I'm gonna, I'm gonna fax this over so um just give me a few moments and um look out for that and then um hopefully this will help get this resolved for Mr. [PII], so.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][POSITIVE] OK, thank, thank you so much.
[CUSTOMER][POSITIVE] Thanks, uh huh bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You still there ma'am?
[AGENT][NEUTRAL] Mr. [PII], are you there? I'm there, yeah, so.
[CUSTOMER][NEUTRAL] Yes, I'm still.
[AGENT][NEUTRAL] Let me, uh, let me send that over to her, OK? And so we can get this, um, squared away and then like I said, Dr. [PII] and then Arkansas Prostate, those are the only two outstanding people that we need information from so at least we'll get, we'll get Yelvington checked off. So, um, I'll get that sent to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll call Doctor [PII] and put you on two way again tomorrow.
[AGENT][POSITIVE] OK perfect that sounds good, but for now is there anything else I can do for you right now?
[CUSTOMER][POSITIVE] That said about that. Thank you, man.
[AGENT][POSITIVE] OK, thank you so much have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.