AccountId: 011433970860
ContactId: 2aba2d8a-a0dd-4e35-bcef-5b9cd730efb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106589 ms
Total Talk Time (AGENT): 29419 ms
Total Talk Time (CUSTOMER): 53065 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/2aba2d8a-a0dd-4e35-bcef-5b9cd730efb1_20250424T16:05_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]. My name is [PII], and I'm calling to verify eligibility for this member.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, it is 021-98429 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like this policy is effective [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, active. All right. Perfect. And [PII], the initial to your last name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] And do you have a car reference number?
[AGENT][NEUTRAL] Uh, just my name and today's date. Can I help with anything else?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Do you know if an authorization is required for this, for an outpatient procedure?
[AGENT][NEUTRAL] Uh, no prior off, no pre-shirt required. This is a secondary policy.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No pres. Perfect. Call reference number, did you already said, did you already give it to me? Sorry.
[AGENT][NEUTRAL] Oh, yes, just my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help. Have a good day.
[AGENT][POSITIVE] OK, thanks for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye-bye.