AccountId: 011433970860
ContactId: 6c0e355c-b0a7-4b43-a697-f493234f4dad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105220 ms
Total Talk Time (AGENT): 50738 ms
Total Talk Time (CUSTOMER): 37739 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/6c0e355c-b0a7-4b43-a697-f493234f4dad_20250129T20:04_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. It is [PII], initial [PII]. Just need to check whether the CPD requires any authorization.
[AGENT][NEUTRAL] OK, I can certainly help with pre-authorization. What is that policy number, please?
[CUSTOMER][NEUTRAL] The member ID is 02110904.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Member's name, it is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. I just need a callback number please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, it looks like her policy went into effect with us on [PII].
[AGENT][NEUTRAL] But it also lapsed uh on in [PII], so she doesn't have a policy with us anymore. Um, uh, [PII], so her policy has lapsed with us.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] This isn't active for this member now?
[AGENT][NEUTRAL] There's there's nothing that is active for this number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this lapsed on [PII] and there isn't a more current policy for her so she got this to her employer, so it's possible that, you know, that she has another employer. I don't know, but this is when this policy lapsed.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yes, that's all for today. Thank you. Have a great day ahead.
[AGENT][POSITIVE] OK, there's anything else I can help with, thanks for contacting UPS.