AccountId: 011433970860
ContactId: 69851d0d-cdd1-4235-aa50-54631f63120a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120519 ms
Total Talk Time (AGENT): 40851 ms
Total Talk Time (CUSTOMER): 57548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/69851d0d-cdd1-4235-aa50-54631f63120a_20250225T17:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from a provider's office, and I just needed to check, um, a member's eligibility and see if a prior authorization would be needed for an outpatient procedure.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] That policy number is 02576196.
[AGENT][NEUTRAL] What was the last 4 you said 6156?
[CUSTOMER][NEUTRAL] Uh, the last 4 6196.
[AGENT][NEUTRAL] 96. OK, one moment.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm gonna botch the first name. I'm so sorry, uh, [PII].
[AGENT][NEUTRAL] Or you can spell it if you have to.
[CUSTOMER][NEUTRAL] I'm just gonna spell it for you. uh [PII] Last name spelled [PII]
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. And that date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK. I'm showing an effective date is [PII], policy is active, and with this plan, prior authorization is not required.
[CUSTOMER][POSITIVE] OK, perfect. That is actually all that I would need for today. Do you have a reference number for today's call?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect well thank you so much for your help today and I hope you have a great rest of your day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII]. Thank you for calling APL. Have a great day.