AccountId: 011433970860
ContactId: 5a0921f9-587e-4c58-8bf6-f95f6792fadc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160330 ms
Total Talk Time (AGENT): 76587 ms
Total Talk Time (CUSTOMER): 51319 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/5a0921f9-587e-4c58-8bf6-f95f6792fadc_20250411T22:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Memorial Pty Services department. How are you today?
[AGENT][POSITIVE] I'm doing well, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing great. May I please have your last name initial?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII]
[AGENT][NEUTRAL] And may I please get
[CUSTOMER][NEUTRAL] [PII],
[AGENT][POSITIVE] Yes, [PII], and may I please get your call back number ma'am just in case the call gets disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] And how can I help you today?
[CUSTOMER][NEUTRAL] Today I'm calling to verify if eligibility and if authorization is required.
[AGENT][NEUTRAL] OK, I can help you with both eligibility and authorization, Ms. [PII]. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Give me just a second. Her last name is [PII] and the member ID is 022.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 14127
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII], I've got her pulled up now.
[AGENT][NEUTRAL] She does have an active policy with us and the effective date of her policy is [PII] and pre-authorization is not required on this policy because this is a supplemental policy it's secondary insurance and not a primary.
[CUSTOMER][NEUTRAL] OK. All right, perfect, good. And would you be able to provide me with um reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you very much, Ms. [PII]. Have a great day and have a nice weekend. Uh, what time do you guys close?
[AGENT][NEUTRAL] We close at [PII] so we got, you know, about 45 minutes left.
[CUSTOMER][POSITIVE] All right, perfect. Thank you.
[AGENT][NEUTRAL] OK, [PII], is that all I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, you have a beautiful weekend thanks for calling APL.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][NEUTRAL] Bye bye.