AccountId: 011433970860
ContactId: 0bf7194b-6a17-482a-a681-8a51aa3ac82f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115680 ms
Total Talk Time (AGENT): 40388 ms
Total Talk Time (CUSTOMER): 45932 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/0bf7194b-6a17-482a-a681-8a51aa3ac82f_20250107T21:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. My name is [PII]. I'm calling from Memorial Hospital's Preservices. Please be advised the call is recorded for quality and training purposes. Calling to verify that a patient has an active plan with you guys as Gap Insurance.
[AGENT][NEUTRAL] I can verify eligibility. May I have your first name and the policy number?
[CUSTOMER][NEUTRAL] Yes, first name is [PII]. Policy number is.
[CUSTOMER][NEUTRAL] 251-742-6
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII], and that is the direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, she's coming in for a bone density, spine and hip exam.
[CUSTOMER][NEUTRAL] I just want to confirm whether or not prior authorization will be required.
[AGENT][NEUTRAL] Prior art is not required.
[CUSTOMER][NEUTRAL] OK, perfect. Um, can I get your first name and the first initials your last name and a reference number, please?
[AGENT][NEUTRAL] Yes, the reference number will be my name, which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No ma'am, that is all thank you and have a wonderful day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye bye.