AccountId: 011433970860
ContactId: 552820a4-77bb-46fa-a23c-e79590cbc360
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105849 ms
Total Talk Time (AGENT): 61837 ms
Total Talk Time (CUSTOMER): 34482 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/552820a4-77bb-46fa-a23c-e79590cbc360_20250314T20:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling to confirm a patient has active coverage with APL.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with that eligibility. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 01673442 letter M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you. I can help you with that eligibility for [PII]. [PII], I am showing that her policy is active.
[AGENT][NEUTRAL] And the effective date is [PII]. This is her secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] OK. Will it require prior authorizations for procedures or surgeries and such?
[AGENT][NEUTRAL] Anything else I can do?
[AGENT][NEUTRAL] It does this policy does not require prior authorization. We do follow the guidelines of the major medical.
[CUSTOMER][POSITIVE] OK, perfect. Thank you, [PII] for your help. Um, that's all I needed to know. Do you have a reference number?
[AGENT][POSITIVE] It's been my pleasure.
[AGENT][NEUTRAL] Then
[AGENT][NEUTRAL] Yes, ma'am. It will be my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with that eligibility, and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye-bye.