AccountId: 011433970860
ContactId: 0cf4e2b8-f1d5-4773-b903-45ce007fce4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103970 ms
Total Talk Time (AGENT): 44247 ms
Total Talk Time (CUSTOMER): 45653 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/0cf4e2b8-f1d5-4773-b903-45ce007fce4b_20250417T15:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII] I'm sorry, I missed your name.
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Thank you [PII]. I have a patient coming in for a couple of exams and I'm checking to see if he requires authorizations for those tests. Would you be able to help me?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I sure can. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][POSITIVE] Awesome
[CUSTOMER][NEUTRAL] Of course my callback number is [PII].
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And he said that he's having some exams and we need to check for prior off. OK. And may I have his policy or the policy number?
[CUSTOMER][NEUTRAL] 02044285
[AGENT][POSITIVE] 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. And um so for APL there is no prior authorization required because we're not a major medical insurance company.
[CUSTOMER][POSITIVE] Awesome, could I have the initial to your last name?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And is there a call reference number or do I just use your name?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right, that's all I required. I do appreciate your assistance. Have a good day.
[AGENT][POSITIVE] You're very welcome, [PII]. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.