AccountId: 011433970860
ContactId: 228704bc-b3cf-455a-bae2-a305b805c233
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100160 ms
Total Talk Time (AGENT): 43660 ms
Total Talk Time (CUSTOMER): 42830 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/228704bc-b3cf-455a-bae2-a305b805c233_20250204T19:12_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, Ms. [PII], my name is [PII]. The initial to my last name is [PII]. I'm just calling to see, um, check eligibility on a patient.
[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 the policy number?
[CUSTOMER][NEUTRAL] Yes. Yes, it's [PII] and their policy is 2,567,750.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the
[CUSTOMER][NEUTRAL] And other station is right.
[AGENT][NEUTRAL] Oh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Um, I was gonna say authorization isn't required for.
[CUSTOMER][NEUTRAL] For like um MRIs or CAT scans, right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Right, for any APL policy um prior offices are not required.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then, um, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name is [PII]. Last name is uh [PII], and date of birth is [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 that the policy is active and um it became effective [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, this is everything. Thank you again.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you bye bye.