AccountId: 011433970860
ContactId: feb751cc-6f00-4ccb-83a8-d653d91991e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395160 ms
Total Talk Time (AGENT): 126673 ms
Total Talk Time (CUSTOMER): 124965 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/feb751cc-6f00-4ccb-83a8-d653d91991e3_20250506T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], how you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm fine. I just need some help with my son is filling out his um an APL form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] We sent her some information.
[CUSTOMER][NEGATIVE] And they're asking for more information and you don't understand.
[AGENT][NEUTRAL] Do you have
[CUSTOMER][NEUTRAL] Like how to fill out the people.
[AGENT][NEUTRAL] OK, do you have the claim number? I can look at it or the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 2 different numbers on these papers, so I don't know, and the claim number is 2 different numbers.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't know.
[AGENT][NEUTRAL] Give me either the inhospital or outpatient number. Either one will work.
[CUSTOMER][NEUTRAL] OK, I have this policy number.
[CUSTOMER][NEUTRAL] That's what you need?
[AGENT][NEUTRAL] Mhm, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, this policy number is 0244.
[CUSTOMER][NEUTRAL] 9514.
[AGENT][NEUTRAL] OK. And then uh let me get the oh thank you. And then date of birth?
[CUSTOMER][NEUTRAL] Keep on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then last thing I'll need to verify is just the address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so let me look at this claim.
[AGENT][NEUTRAL] It's saying in order to complete the processing of the claim, please provide a police report for the incident.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I spoke with someone on yesterday about that, but I got something in the mail again today, so I'm not sure if he still needs to fill this form out he got in the mail yesterday.
[CUSTOMER][NEUTRAL] Because I did speak with someone about the police report yesterday.
[AGENT][NEUTRAL] OK, let me see what was sent out, um.
[CUSTOMER][NEUTRAL] This form is uh in the authorized to disclose protected health information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what he received yesterday.
[CUSTOMER][NEGATIVE] Like he filled out the top and he signed the bottom, but it was like these three blue lines he don't know what to put, you know, and it, and he don't wanna send it back incomplete.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Like I told a lady yesterday, I can't get a police report cause they don't even know who shot him.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] My son was driving down the street going to his friend's house and someone was shooting at somebody else and he was shot.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEGATIVE] Yes, and it's been a headache ever since.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] Back and forth to the hospital, yes.
[AGENT][NEUTRAL] Yeah, OK. I'm gonna look at this form because I think this is what they sent you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Authorized to just close protected health information.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, on which portion are we confused on? I'm looking at the form here.
[CUSTOMER][NEUTRAL] OK, he filled out all his information at the top section B.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] He wanted to know what what he's supposed to put right there.
[AGENT][NEUTRAL] The purpose of this form is to allow APL or business.
[AGENT][NEUTRAL] Of, um, so I would put uh processing a claim.
[AGENT][NEUTRAL] Because we need the information to process the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what about the other line?
[AGENT][NEUTRAL] Authorization.
[CUSTOMER][NEUTRAL] Authorized, allow, yeah.
[AGENT][POSITIVE] How to relief.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So we received that information, I would put either uh fax or electronically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then section C, he didn't put anything, so he didn't know what to put.
[AGENT][NEUTRAL] Um, so you can put APL there because they're just closing it to us, we're the organization.
[CUSTOMER][NEUTRAL] OK, and the smaller block.
[AGENT][NEUTRAL] On part E
[CUSTOMER][NEUTRAL] You had the expiration date.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] You can leave that blank unless you want to put a date in which this would expire. Otherwise, um, it's not needed. You can leave it blank.
[CUSTOMER][NEUTRAL] OK, so he clearly that blank.
[AGENT][NEUTRAL] Yeah, and then just signature date signed, um, and that would be it.
[CUSTOMER][NEUTRAL] OK, and just gonna send it, tell him to upload it and because he signed it and everything already.
[AGENT][POSITIVE] Perfect, yeah, so you can definitely get that to us that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I really appreciate your help thank you so much.
[AGENT][POSITIVE] Yeah, my pleasure. You're welcome. Take care.
[CUSTOMER][POSITIVE] Uh you too have a good day bye bye.
[AGENT][NEUTRAL] Bye bye.