AccountId: 011433970860
ContactId: 24ea12f4-80d6-4ee0-813a-b834de65f58e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350200 ms
Total Talk Time (AGENT): 86262 ms
Total Talk Time (CUSTOMER): 161682 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/24ea12f4-80d6-4ee0-813a-b834de65f58e_20250520T12:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII].
[CUSTOMER][NEUTRAL] And I just wanted to ask if the authorization is required for this uh for this policy. Could you help me please?
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Mm, hold on, let me check.
[CUSTOMER][NEUTRAL] It's 704-098-15.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] I be
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Alright, [PII], so that policy number you have again is 704-098-15.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] That's not coming up with anything. Do you have their name or social? I can check that way.
[CUSTOMER][NEUTRAL] Yeah, I have here the socials. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] First name, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Right, so patient does have an active plan. The effective date is [PII]. Would you like the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm, hold on a moment, uh, it's it is not active correct?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] The policy is not is not active, OK, and can I have, yeah, the, the policy number?
[AGENT][NEUTRAL] 01287232.
[CUSTOMER][NEUTRAL] All right, sir. 1287232. And can I have the effective date of the policy?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII] to uh what date?
[AGENT][NEUTRAL] It's still active.
[CUSTOMER][NEUTRAL] And date, please?
[CUSTOMER][NEUTRAL] Uh, I mean, um, for the policy that I provided.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Uh yeah, I just wanted to clarify again the policy is active or not?
[AGENT][NEUTRAL] Yes, the policy is active.
[AGENT][NEGATIVE] The number you gave me was not a valid, yeah, the number you gave me was not an active pol it was not valid. The number only has this one number that's still active since [PII]. There is no termination date.
[CUSTOMER][NEUTRAL] Oh, it is active.
[CUSTOMER][NEUTRAL] Uh, so for this policy for the policy number 0128723, it is active.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh. Effective [PII]. And the one that I provided to you, the uh insurance ID 749815 is not active, correct?
[AGENT][NEGATIVE] It's not a valid number.
[CUSTOMER][NEUTRAL] Mhm. Can I ask what is the policy name?
[CUSTOMER][NEUTRAL] The one that you provided.
[AGENT][NEUTRAL] It is a limited benefit hospital indemnity plan.
[CUSTOMER][NEGATIVE] Limited benefit.
[CUSTOMER][NEUTRAL] Hospital.
[CUSTOMER][NEUTRAL] Alright and.
[CUSTOMER][NEUTRAL] Yeah, can I have your first and last name initial please?
[AGENT][NEUTRAL] My first name is [PII], that's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. And can I have the reference for the call, please?
[AGENT][NEUTRAL] That's my name with today's date?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] [PII]. And
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] Yeah, lastly, uh, if you can able to check if the authorization is required or not.
[AGENT][NEUTRAL] No prior authorization is required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. I really appreciate your help and uh yeah.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You have a great day and be well. Bye-bye for now.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.