AccountId: 011433970860
ContactId: 2bd18a26-2975-4060-9e4c-7ea331617141
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100610 ms
Total Talk Time (AGENT): 44481 ms
Total Talk Time (CUSTOMER): 41119 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/2bd18a26-2975-4060-9e4c-7ea331617141_20250304T19:16_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hey, my name is [PII] Last name this is [PII], and I'm calling from the facility checking eligibility for a patient.
[AGENT][NEUTRAL] OK, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yes, [PII] policy number that we have on file is, I don't know it's 02509522.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII] [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. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, is there a term date on it?
[AGENT][NEUTRAL] Um, no, I don't see like a future lapse date or anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and do you know if authorization is required for anything on this on this um.
[AGENT][NEUTRAL] Um, no prior authorization is required or pre-cert on any APL policy because we're not a major medical company.
[CUSTOMER][NEUTRAL] Got it. That's what I need. Is there a reference number for our call, Miss [PII]?
[AGENT][NEUTRAL] No, ma'am, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alright you have a great Tuesday thank you.
[AGENT][POSITIVE] You also [PII], thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.