AccountId: 011433970860
ContactId: 38877272-ba61-4593-8412-f1aa693129bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156199 ms
Total Talk Time (AGENT): 40832 ms
Total Talk Time (CUSTOMER): 77327 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/38877272-ba61-4593-8412-f1aa693129bc_20250418T17:33_UTC.wav
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[AGENT][NEUTRAL] Calling APO, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from BA facility to check on the authorization requirements. Could you please help?
[AGENT][POSITIVE] I'd be happy to assist, [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII]. It's a direct line, no extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, policy number. Policy number is um 02144518.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's first name is [PII] Last name is [PII], [PII], and the date of birth is uh [PII].
[AGENT][POSITIVE] Thank you for
[AGENT][NEUTRAL] And what's the the data of service?
[CUSTOMER][NEUTRAL] Yes, data service would be um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And where will treatment take place?
[CUSTOMER][NEUTRAL] Uh, so, uh, patient plan is currently active, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So authorization is required or not required?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So authorization is not needed, right?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Sorry, I didn't understand. Could you please repeat me once?
[AGENT][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] So, for this patient, authorization is not needed for the American Public Life Insurance, right?
[AGENT][NEUTRAL] No authorization is required. None. No.
[CUSTOMER][NEUTRAL] OK. Could you, could you, could you please spell out your name for me for the documentation purposes?
[AGENT][NEUTRAL] [PII], last initial [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. OK, [PII]. So for this patient currently active, uh, effective date [PII], and there is no authorization for the authorization is required for this patient. OK. OK. Um, OK, [PII]. So that's it for the day. Thank you for your help. Have a great day.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] OK.