AccountId: 011433970860
ContactId: 54a25568-86d7-4d82-b020-460a61835e52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147800 ms
Total Talk Time (AGENT): 62693 ms
Total Talk Time (CUSTOMER): 54911 ms
Interruptions: 1
Overall Sentiment: AGENT=3.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/54a25568-86d7-4d82-b020-460a61835e52_20250529T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[AGENT][POSITIVE] Hi [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I have a CPT. Just I need to check that member require prior authorization or not. Could you please help me with that?
[AGENT][NEUTRAL] OK, so if you're needing to verify a prior authorization is required or not, is that correct?
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 01447640.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII] and the second name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so I do show that he had been a subscriber on this policy, [PII], that this policy is no longer active. This policy had an effective date of [PII], excuse me, the effective date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this policy termed 121-2023, and there is no other active coverage with APL.
[CUSTOMER][NEUTRAL] For this number, uh, there is no active carriage coverage on, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Uh, that's all I needed for the day. Have a great day. Bye-bye.
[AGENT][POSITIVE] OK, [PII]. Well, thank you for calling APO and I hope you have a nice day as well.