AccountId: 011433970860
ContactId: 6b59c496-06d5-406c-a329-05652db60ad0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147199 ms
Total Talk Time (AGENT): 54837 ms
Total Talk Time (CUSTOMER): 58130 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/6b59c496-06d5-406c-a329-05652db60ad0_20250326T15:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Smile Imaging. Um, I'm calling, uh, wanted to verify, um, eligibility and then also to see if patient needs pre-certification.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with both the eligibility and the pre-cert, and from my notes, can you spell your first name for me please and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] uh first initial to last name is [PII], phone number is [PII].
[AGENT][NEUTRAL] Thank you for that and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, we have 02554493.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And APL doesn't require any prior authorizations or pre-cert because we're not the major medical um insurance company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So for all um.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] For all um radiology, OK.
[CUSTOMER][NEUTRAL] And then what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, and may I have a call reference number, [PII]?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Alright well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.