AccountId: 011433970860
ContactId: 1cee5bcd-e81f-4008-9af4-02b372722e70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156490 ms
Total Talk Time (AGENT): 62559 ms
Total Talk Time (CUSTOMER): 79414 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/1cee5bcd-e81f-4008-9af4-02b372722e70_20250414T13:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. I'm calling to check and see if a member has any authorization requirements for surgery.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the authorization. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. It's [PII], and then direct phone is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, we have that as 02611130.
[AGENT][NEUTRAL] 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] Yes, it's [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII]. Um, now there is no prior or pre-cert required for any APL policy because we're not the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect that's what I just need to double check. That's what was missing in our other team members notes. I'm like, OK, it covers one surgery. I've got the amount I'm like, uh, and.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Do we need to do any other steps?
[AGENT][NEUTRAL] Is there anything extra, just make sure.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] Right, I know it's always like when a non-off person does notes I'm always like, yeah, but did you ask? I'm like you didn't ask now I got a call too.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just to, just to cover ourselves, right.
[CUSTOMER][POSITIVE] You almost saved me a call.
[CUSTOMER][NEUTRAL] Right, exactly, I know, but you can only do so much of other people's work, right?
[AGENT][POSITIVE] Mhm. That's right.
[CUSTOMER][POSITIVE] Perfect. And
[CUSTOMER][NEUTRAL] I know, and, and is there a call reference I should record it all?
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect, are your two Ns?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. All right. Well, have a wonderful day. Thank you so much for your help.
[AGENT][POSITIVE] Thank you, [PII]. You too. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nothing else, thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thanks, bye.
[AGENT][POSITIVE] Thank you bye bye.