AccountId: 011433970860
ContactId: 77d6e044-3763-411f-b936-cc704d499f0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135440 ms
Total Talk Time (AGENT): 44851 ms
Total Talk Time (CUSTOMER): 63772 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/77d6e044-3763-411f-b936-cc704d499f0b_20250326T15:51_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] Yes, I'm calling from a facility and I was calling to check a patient's eligibility uh for an upcoming appointment.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Of course, I'll be more than happy to help you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] It's [PII] Last initial is [PII]. Contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, let's see.
[CUSTOMER][NEUTRAL] OK, so on the card I see a
[CUSTOMER][NEUTRAL] I see a group number, a payer ID.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And a benefit cert number.
[AGENT][NEUTRAL] Yes, that's the policy number, the benefits, sir.
[CUSTOMER][NEUTRAL] OK, so that would be 023.
[CUSTOMER][NEUTRAL] 44614
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and I understand because it's the secondary there's no.
[CUSTOMER][NEUTRAL] Excuse me, there's no prior author required for an outpatient CT, is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK, can I get the spelling of your first name and last initial, please?
[AGENT][NEUTRAL] Sure, so it's [PII], [PII] [PII].
[CUSTOMER][NEUTRAL] And is there a reference number for our call today?
[AGENT][NEUTRAL] No, ma'am, there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, great. Thank you so much and I hope you have a great day.
[AGENT][POSITIVE] Thank you, [PII]. You also, was there anything else I can help you with?
[CUSTOMER][POSITIVE] Nope, that's it. I hope you have a great day.
[AGENT][POSITIVE] Alright, thanks for calling APL. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.