AccountId: 011433970860
ContactId: 11c0dd22-48c2-4dc2-9a7f-4eb60a92697f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142990 ms
Total Talk Time (AGENT): 79011 ms
Total Talk Time (CUSTOMER): 38461 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/11c0dd22-48c2-4dc2-9a7f-4eb60a92697f_20250219T15:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to see if authorization is required for an upcoming procedure for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with the authorizations. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII], and I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] That's [PII] for the first name and may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 02582675
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's his date of birth?
[CUSTOMER][NEUTRAL] [PII], sorry.
[AGENT][POSITIVE] Thank you, it's OK. And um.
[AGENT][NEUTRAL] Yeah, there is is for what type of service or what type of test.
[CUSTOMER][NEUTRAL] It's like a colonoscopy.
[AGENT][NEUTRAL] OK. Is it a preventive colonoscopy or is it a diagnostic colonoscopy?
[CUSTOMER][NEUTRAL] Um, this is just a screening.
[AGENT][NEUTRAL] Breathing, OK, got you. OK, let me check and see if um.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, just a verification of coverage. OK, and authorization is not gonna be required because this is one of our hospital indemnity plan, which is a limited plan, um, and this member has a wellness diagnostic testing benefit of 250 per covered person per calendar year.
[CUSTOMER][NEUTRAL] All right. Well, no lot required. Thank you. May I just get a call reference number, please?
[AGENT][NEUTRAL] We don't have reference numbers, you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Oh, OK, perfect. Well thank you very much for your help.
[AGENT][POSITIVE] Thanks. You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.