AccountId: 011433970860
ContactId: 59420390-3ba9-4628-bb22-8d72aa8e354b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83379 ms
Total Talk Time (AGENT): 39913 ms
Total Talk Time (CUSTOMER): 30228 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/59420390-3ba9-4628-bb22-8d72aa8e354b_20250612T18:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I'm calling from the University of Color Medicine. I'm just checking um if my patient will require a prior authorization for imaging and if it is a cover benefit.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And Mr. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02104345.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you so much. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII] and uh date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much. I'm showing her effective date is [PII]. She is active on the policy. Uh, this policy she has with our company is a secondary supplemental plan, so prior authorization is not required.
[CUSTOMER][POSITIVE] OK, this is supplemental. OK, sounds good.
[CUSTOMER][POSITIVE] Alright, that's all I needed thank you so much.
[AGENT][POSITIVE] Oh, you are welcome, Mr. [PII]. And is there uh anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that was all thanks.
[AGENT][POSITIVE] OK, thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too
[AGENT][NEUTRAL] Bye