AccountId: 011433970860
ContactId: 27dc4cf5-8a2f-46d4-81fe-2f6395f2762e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111879 ms
Total Talk Time (AGENT): 50648 ms
Total Talk Time (CUSTOMER): 33699 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/27dc4cf5-8a2f-46d4-81fe-2f6395f2762e_20250509T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I was calling to see if a first or a test requires authorization for a patient.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, um, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] That is where to go.
[CUSTOMER][NEUTRAL] 02112911
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] or [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active and since this is secondary gap insurance, no prior authorization is required because we go by the primary insurance guidelines.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it very much [PII].
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Do you happen to have a call reference number?
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] OK. Thank you again, [PII] for calling APL. You have a great weekend. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye.