AccountId: 011433970860
ContactId: 044df61b-9404-4ad5-a5e2-c774fb4579f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156850 ms
Total Talk Time (AGENT): 62602 ms
Total Talk Time (CUSTOMER): 68950 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/044df61b-9404-4ad5-a5e2-c774fb4579f5_20250409T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm sorry, did you say [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh sorry hi um [PII], my name is [PII] uh hoping you can help me. I'm not familiar with this plan and I'm just trying to verify if a member requires a prior authorization and if they're currently active with you guys.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Sure, OK, yeah, I can definitely see if that policy is active and if authorization is required. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course, call back is [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do, um, that.
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02536181 ML8
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it's designed to help with co-pay, deductible and co-insurance after major medical pays, and that is, it is dependent on major medical, uh, as long as they're willing to pay, this policy can, so no authorization is required.
[CUSTOMER][NEUTRAL] OK, um, so it's current and.
[CUSTOMER][NEUTRAL] A is not required.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Wonderful. OK, awesome do you guys provide call references?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date, um, so my last initial is [PII], was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, uh, no, and I'm sorry, you said, uh, [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Wonderful thank you so much I really appreciate your help and I hope you have a wonderful day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.