AccountId: 011433970860
ContactId: 1c02a0ce-72b1-45fa-8be2-72174b95caad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107669 ms
Total Talk Time (AGENT): 45791 ms
Total Talk Time (CUSTOMER): 44550 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/1c02a0ce-72b1-45fa-8be2-72174b95caad_20250219T21:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the Memorial Preservices department. How are you today?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you?
[CUSTOMER][POSITIVE] Pretty good thank you. I'm giving you a call because I'm trying to confirm if a patient's plan is active.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Telephone number [PII], policy number 01673442ML8.
[AGENT][NEUTRAL] Thank you. 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 I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK perfect and just a question, um, would it require prior authorization for outpatient um exams?
[AGENT][NEUTRAL] Um, no, none of our policies require prior off or pre-cert because we're not a major medical insurance company.
[CUSTOMER][POSITIVE] OK, that's what I want to confirm. Thank you so much. Do you happen to have a call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. Again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. I appreciate all your assistance.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL Bonnie. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.