AccountId: 011433970860
ContactId: 34102e55-69c3-4109-832c-ebf1eb202c42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102839 ms
Total Talk Time (AGENT): 49472 ms
Total Talk Time (CUSTOMER): 33993 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/34102e55-69c3-4109-832c-ebf1eb202c42_20250127T18:39_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. The initial of my last name is [PII]
[CUSTOMER][NEUTRAL] And I was calling to see if an authorization is gonna be required for an outpatient procedure please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you for that. And then may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have 02475721.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. 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. Um, so I'm actually showing no prior authorization is required, um.
[AGENT][NEUTRAL] So you don't have to complete one for our policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So no all required for colonoscopy.
[AGENT][NEUTRAL] There's no prior right for any APL policy because we're not a major medical.
[CUSTOMER][NEUTRAL] Or anything?
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I get a call reference?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's everything.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.