AccountId: 011433970860
ContactId: 44044606-ca90-4424-a8c6-dd3edd03aac2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122099 ms
Total Talk Time (AGENT): 58571 ms
Total Talk Time (CUSTOMER): 40570 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/44044606-ca90-4424-a8c6-dd3edd03aac2_20250519T21:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last initial is [PII]. I'm calling with OSF Financial Clearance Center. I am just calling to see if a patient's upcoming test will require authorization.
[AGENT][NEUTRAL] Sure, I can 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] Yes, good callback number is [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes I do. It is 01902342.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have that date of birth?
[CUSTOMER][NEUTRAL] And what was the name of the
[CUSTOMER][NEUTRAL] Yeah, 329-61 and what was the name of the uh entity that you're with?
[AGENT][NEUTRAL] Uh, APL, American Public Life.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Sure, and I appreciate you verifying that information. Uh, so of course this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and as it is very dependent on major medical, uh, no authorization is required as long as major medical is willing to pay this policy can.
[CUSTOMER][NEUTRAL] OK, and what was your name for my records?
[AGENT][NEUTRAL] Sure, [PII]
[CUSTOMER][NEUTRAL] What's the initial to your last name?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] And do we have a reference number for our call or is it just your name and today's date?
[AGENT][NEUTRAL] It would be my first name, last initial and today's date, uh, so my last initial is [PII]
[CUSTOMER][POSITIVE] Great thank you so much [PII]. I really appreciate it.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Bye bye.