AccountId: 011433970860
ContactId: 184909d3-f67a-4bcc-95aa-2477a1ec114c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216759 ms
Total Talk Time (AGENT): 92991 ms
Total Talk Time (CUSTOMER): 89243 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/184909d3-f67a-4bcc-95aa-2477a1ec114c_20250422T21:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Initial to my last name is [PII], calling you from the facility to check whether a member required an authorization or not. Can I assist you with that?
[AGENT][NEUTRAL] Yes, I'm so sorry it's a little bit difficult to hear you um we're checking if uh pre-authorization is required.
[CUSTOMER][NEUTRAL] Yes, I do have the one procedure code.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah I could do that check for you. um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, yes. It's [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have the member ID and it is
[CUSTOMER][NEUTRAL] 01881567 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] And the name is
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. So I will say that the policy number you gave me was an older one that had terminated uh she does have a newer one that is currently active. I can give you that policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just hold on for a moment, please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] May I have the termination date, the one I gave you the ID termination date?
[AGENT][NEUTRAL] Yes, that one, terminated that was [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] OK. I'm ready for the uh new ID.
[AGENT][NEUTRAL] OK, that is 0247.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 3154.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Alright, and so this one of course is currently active. Uh, that effective date was [PII], and so this is a secondary medical policy, uh, it's designed to help with co-pay, deductible and co-insurance after major medical and as this plan is very dependent on major medical, as long as they're willing to pay this policy can so no pre-authorization is required.
[CUSTOMER][NEUTRAL] So as it is a secondary insurance, so no prior person will be required. OK. May I, may I have your first name and last name initial?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, my name is spelled [PII] And was there anything else I could help you with then?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Just help me with the reference for the call.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] May I know the time, the current time on your end?
[AGENT][NEUTRAL] Um, the time right now is [PII]
[CUSTOMER][NEUTRAL] [PII] Eastern?
[AGENT][NEUTRAL] Uh, I'm Central time.
[CUSTOMER][POSITIVE] OK, fine. Thank you.
[CUSTOMER][POSITIVE] OK, thank you so much for your assistance. That's all and bye for now. Take care.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] OK. Bye-bye.