AccountId: 011433970860
ContactId: f6ed93d1-ca93-4567-ad81-dc6df3397824
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 635559 ms
Total Talk Time (AGENT): 333258 ms
Total Talk Time (CUSTOMER): 279220 ms
Interruptions: 7
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/f6ed93d1-ca93-4567-ad81-dc6df3397824_20250318T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi [PII]. My name is [PII] the [PII]. Um, I just got a call from my dad, [PII] concerning my mom's, uh, claim, [PII]. I've been helping them, uh, with, with the.
[CUSTOMER][NEUTRAL] I helped him with the claim process last year and and and trying to do it again this year so I didn't my dad asked me to give you a call he thought I might be more knowledgeable than he is at what's happened so far uh how can I help you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. And I have seen some notes where we've spoken with you in the past and I just wanna verify either uh Mr. or Mrs. [PII]'s date of birth.
[CUSTOMER][NEUTRAL] OK, uh, my mother's is, uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you are [PII], right?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK. Just for my notes. So, um, I'm currently working on the claim for Mrs. [PII], but on one of the documents that we've received, I'm just trying to get that back up.
[AGENT][NEUTRAL] The address on the claim form.
[AGENT][NEUTRAL] It does not match what we have in the system, so I want to confirm that address before we mail out that check.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] I did, did I, I live at [PII]. There is a strong possibility with you saying that that I wrote 210. It's 208 is their address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that makes perfect sense, um, because it is on the authorization to disclose protected health information form. So that was my thought, um, but I just wanted to confirm being that those benefits will be going out by check, by mail.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Yes ma'am, that was, oh, I'm sorry, I uh I'm sorry. I, I, I can see how I do that easily getting them confused.
[AGENT][NEUTRAL] OK, yeah, no problem. And while I have you with that form, um, it's not completed in its entirety, so I'm unable to add the third party authorization. We have section A filled out um with Mrs. [PII]'s information, um, minus that address, but we don't have section B or section C filled out. Um, Section C has the name to which you're authorizing to.
[AGENT][NEUTRAL] Discuss the policy with and that area is blank.
[CUSTOMER][POSITIVE] Well, goodness, well, uh, wow, wow, uh there was.
[CUSTOMER][NEGATIVE] I'm about to be embarrassed. I didn't make a copy of what I filled out and sent to you. Uh, there were 2 forms. There were two forms that I was supposed to fill out, I think a 4 page and a 2 page form, um.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the 4 page was the claim form. The 2 page is the third party authorization where um Mrs. [PII]'s giving us permission to discuss um the policy with you, I would assume, but your name's listed nowhere on that form, so we need um your name added to section C of that form.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, let me see here if I can bear with me please if I could get back to you.
[CUSTOMER][NEUTRAL] Last email
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Let's see care team.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] Um, I'm searching. I'm, I'm not the best cyber person in the world. OK, let's see, claim.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] OK, claim form, if I'm looking at the right thing, claim form a author claim form authorization.
[CUSTOMER][NEUTRAL] OK, I, I pulled this up on my phone. OK, I did not. OK. Oh goodness, I didn't fill out section B.
[CUSTOMER][NEUTRAL] Or D, is that correct?
[AGENT][NEUTRAL] B and C. C would have your name listed, so we would know who we are who we've received uh permission to discuss the policy with. That would be your name there in section B. You can just put um all policy related uh information. So therefore you can discuss benefits, claim, um and um so on and so forth.
[CUSTOMER][NEUTRAL] B 2
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it was there something else that I didn't fill out you said who the payment's supposed to go to or or is that?
[AGENT][NEUTRAL] No, it's only that I just confirmed the address because this page only has Mrs. [PII] listed and then that address doesn't match what's in our system, so I just didn't want to send a check to the wrong address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh uh
[CUSTOMER][NEUTRAL] I see, yes ma'am, OK.
[CUSTOMER][NEUTRAL] Uh, so I need to resubmit.
[CUSTOMER][NEUTRAL] Uh, section.
[CUSTOMER][NEUTRAL] B and C.
[CUSTOMER][POSITIVE] Oh wow. um.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] I work from home and my scanner blew up so I'm.
[CUSTOMER][NEUTRAL] Uh, kind of limited on what I can.
[CUSTOMER][POSITIVE] Scan easily and.
[AGENT][NEUTRAL] Let me.
[AGENT][NEUTRAL] I'm just gonna see, I believe that is on the that form is on the website where you can fill it out online.
[AGENT][NEUTRAL] And just one, yeah.
[CUSTOMER][POSITIVE] Oh, is it? Oh goodness.
[AGENT][NEUTRAL] On um [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you click on claims and forms um on top right of the screen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, I'm sorry, the, uh, the email address again is.
[AGENT][NEUTRAL] Now the website is [PII].
[CUSTOMER][POSITIVE] What sorry I'm sor[PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] And towards the right at the top you'll see claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you want to select that and then scroll down it should be the 2nd form it shows authorization to disclose information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you wanna uh select that you can download it and fill it out.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And that way you'll have an electronic form already um without having to print it out.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I'm assuming I need to fill out all the sections again.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me mm.
[CUSTOMER][NEUTRAL] Because I, I, I, I'm just, uh.
[AGENT][NEUTRAL] Preferably, yes.
[AGENT][NEUTRAL] F
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, because if we receive a separate document and it just has section B and C and there's no signature, yeah, it kind of gets, that's muddy. Um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] If you have the copy already.
[CUSTOMER][NEUTRAL] Let's
[AGENT][NEUTRAL] Um, if you still have the copy of the one you sent to us, if you can just add in that information, um, on that one.
[CUSTOMER][NEUTRAL] Yes ma'am, that's where I made the mistake of not making a copy before I sent it in, so I'll need to, I was just uh wondering about getting my mother's signature. Uh, I'll, I'll, I'll get this, I'll get this taken care of and, and I'll get this to you, um, hopefully by email. Uh, can I send it to you or is it when I fill it out online, will it go to?
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] A claim number or something?
[AGENT][NEUTRAL] If you have the logging information to the online portal that's associated with the policy, you can upload it there um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah if not then you can send it by fax or uh you can if you send anything previously via email you can send it to that same email and it'll get to us um but directly I can't receive that information.
[CUSTOMER][NEUTRAL] OK, I will, um, I think, mm.
[CUSTOMER][NEUTRAL] Could I, could I attach it to a previous email?
[AGENT][POSITIVE] Yeah, absolutely, and just make note that it's an updated um authorization form and it and it won't have any it won't put a hold on the claim that I'm processing now that's just for um us to have full autonomy to speak with you.
[CUSTOMER][NEUTRAL] Uh yeah, uh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] OK, well, uh, I, I think I know what I need to do. Um, is there anything else that I need to possibly see me needing to help you with on this claim process? Did I get you the right information, um.
[AGENT][NEUTRAL] I have the right information. The claim is ready to go out the door. I just needed to confirm that mailing address before I released it. And um there'll also be a note on the explanation of benefits asking for a completed authorization form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, if it's OK, if it's not uh ultra critical for you to receive it, you know, within the hour, uh, I guess I could go ahead and mail it to the same address. Is that fine? OK, then that's fine. OK.
[AGENT][NEUTRAL] Yeah, yeah, take your time again that's the that would um prevent us us discussing like I can't tell you the benefit payment amount for this claim right now because I don't have that on file but yeah the claim is gonna be processed and um that'll all move forward so you can get that to us at your convenience.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, great, great. I was thinking I was holding up the show there so um.
[AGENT][NEGATIVE] Yeah, no, you're not, not at all.
[CUSTOMER][POSITIVE] OK, OK, well, great, I think I can help. I think I can do this. It's simple enough.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Sorry for the confusion.
[AGENT][POSITIVE] No, absolutely no problem. Thank you for discussing that with me, [PII] and you have a great day, OK?
[CUSTOMER][POSITIVE] Yes ma'am, you too. Thank you very much for your help.
[AGENT][POSITIVE] Thank you. All right. No problem. Bye-bye.