AccountId: 011433970860
ContactId: 21655d2b-1c09-4923-aae0-e35f48c81876
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118300 ms
Total Talk Time (AGENT): 52480 ms
Total Talk Time (CUSTOMER): 51068 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/21655d2b-1c09-4923-aae0-e35f48c81876_20250528T12:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I work with Summit Regional Medical Center in [PII], and I need to verify a patients, um, what kind of coverage they have and if they would need an authorization for their upcoming surgery.
[AGENT][NEUTRAL] OK, so you're needing eligibility and
[AGENT][NEUTRAL] To see a prior authorization is required? Are you also needing benefits, [PII], or just eligibility?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII], it's a direct line.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Um, OK, do you need all the letters or just the numbers?
[AGENT][NEUTRAL] OK, it should start with numbers.
[AGENT][NEUTRAL] For American public life and their cards should say that also.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] This is American Financial Security Life.
[AGENT][NEUTRAL] Oh, then that's a different company, [PII]. That's not, I'm not with that company.
[CUSTOMER][NEUTRAL] Oh, is it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, this is the number when I looked it up.
[AGENT][NEUTRAL] Yes, ma'am. You've called them.
[AGENT][NEUTRAL] Yes, ma'am. No, I, I'm with American Public Life Insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] American public life, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. Well, thank you so very much for your help. I appreciate it.
[AGENT][POSITIVE] Well, you're, yes, ma'am. Well, you're very welcome. So is there anything else, [PII] I can help you with?
[CUSTOMER][POSITIVE] No, that will be it. Thank you.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.