AccountId: 011433970860
ContactId: 01de0de6-2cca-4bcb-b1a6-7e3f87152327
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107769 ms
Total Talk Time (AGENT): 52840 ms
Total Talk Time (CUSTOMER): 36698 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/01de0de6-2cca-4bcb-b1a6-7e3f87152327_20250312T14:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling to verify if uh one of your patients requires prior op for some testing.
[AGENT][NEUTRAL] OK, um, well, I can definitely assist you um with the prior offer. You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 00929332.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, um, APL doesn't require any prior off or pre-cert because we're not a major medical insurance.
[CUSTOMER][NEGATIVE] Oh, so, so no.
[CUSTOMER][NEUTRAL] None of your procedures need higher off.
[AGENT][NEUTRAL] Uh, none of our policies. Their primary insurance may if they have a primary, but not for secondary or hospital indemnity.
[CUSTOMER][NEUTRAL] OK, yeah, you're the only insurance he has. So do you have a call reference number for me?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. And again, my name is [PII], first initial is [PII].
[CUSTOMER][POSITIVE] OK. All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Hopeful, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.