AccountId: 011433970860
ContactId: 527d7e41-5601-425d-809f-c31b98d143a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109120 ms
Total Talk Time (AGENT): 49565 ms
Total Talk Time (CUSTOMER): 41680 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/527d7e41-5601-425d-809f-c31b98d143a0_20250505T20:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, can you hear me now? Hi, my name's [PII]. I was, I was calling to see if a patient needs authorization for a CT scan and also, um, if their insurance is still active.
[AGENT][NEUTRAL] Yes, I can hear you.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the authorization and the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, um, phone number is [PII] and the patient's, um, policy number is 02496790.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um, [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. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um there's no prior author required for our policies because we're not the major medical insurance company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright awesome and do you have a reference number for this call, ma'am?
[AGENT][NEUTRAL] 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] Awesome awesome thank you so much I appreciate all your help. I hope you have a great day.
[AGENT][POSITIVE] You also and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.