AccountId: 011433970860
ContactId: 0287e3cc-e3a8-4c0c-b479-eca0a592c2e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135360 ms
Total Talk Time (AGENT): 61310 ms
Total Talk Time (CUSTOMER): 58510 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/0287e3cc-e3a8-4c0c-b479-eca0a592c2e0_20250402T15:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't hear your name. I'm sorry.
[AGENT][NEUTRAL] That's all right, [PII]
[CUSTOMER][NEUTRAL] Hi [PII] and the initials of your last name?
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] [PII], thank you. I have a member here. I'm just calling to see if authorization is required and or check eligibility.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. I can check eligibility and if authorization is required. What was your name?
[CUSTOMER][NEUTRAL] My name is [PII] and uh my initials is my last name is [PII].
[AGENT][POSITIVE] Thank you. Now, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] Got it, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is um 02451956.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a limited indemnity medical plan, so it just pays a set dollar amount per covered procedure in our office visit and no authorization is required.
[CUSTOMER][NEUTRAL] OK, I'm sorry you said the effective date was.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And still current, OK, and no author is needed for any tests?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, thank you and you said [PII]?
[AGENT][NEUTRAL] Yes. Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Thank you, [PII], is there?
[CUSTOMER][NEUTRAL] No, that's it if if there is a um.
[CUSTOMER][NEUTRAL] A reference number for this call please.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Alright thank you so much [PII].
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.