AccountId: 011433970860
ContactId: 3bc57962-898e-47e9-ba12-5ef9c04a21f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148190 ms
Total Talk Time (AGENT): 61958 ms
Total Talk Time (CUSTOMER): 47351 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/3bc57962-898e-47e9-ba12-5ef9c04a21f2_20250602T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. Last initial [PII], and I'm going to check the prior authorization for the members required or not an authorization on file. I hope you can help.
[AGENT][NEUTRAL] Yeah, I can just I can uh see if authorization is required. uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure. callback number is going to be [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Oh, yes, I do have to.
[CUSTOMER][NEUTRAL] Member's ID number that is 01457233.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. Uh, so of course this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays as this policy is very dependent on major medical, no authorization is required as long as major medical is willing to pay this policy can.
[CUSTOMER][POSITIVE] OK. Thank you so much for that information. Uh, can you please spell out your name for me?
[AGENT][NEUTRAL] Sure, it's [PII]. And was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, no thank you, but call reference number please.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] Thank you so much, uh, [PII]. That's all I needed. Have a wonderful day. Bye for now.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Mhm.