AccountId: 011433970860
ContactId: 0436e2b2-184b-43ed-88ab-dc04b8f15279
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117980 ms
Total Talk Time (AGENT): 60018 ms
Total Talk Time (CUSTOMER): 38581 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/0436e2b2-184b-43ed-88ab-dc04b8f15279_20250304T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm trying to, um, verify patients eligibility, and I'm also trying to verify if author is required for an exam.
[AGENT][NEUTRAL] Sure I can check authorization and uh eligibility for you uh what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII] and it shows C like Charlie. I'm sorry, what was your name? I know you said it in the beginning.
[AGENT][NEUTRAL] It's OK, [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes. Policy number is 01719341ML8.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured, please?
[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 secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and as it is, uh, heavily dependent on major medical, no authorization is required as long as major medical is willing to pay this policy can. If major medical doesn't, this policy can't.
[CUSTOMER][NEUTRAL] OK. Um, uh.
[CUSTOMER][NEUTRAL] OK, no problem. Can I have a reference number?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.