AccountId: 011433970860
ContactId: 7ae93796-16ed-43dd-b040-220051c95815
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101459 ms
Total Talk Time (AGENT): 46832 ms
Total Talk Time (CUSTOMER): 44412 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/7ae93796-16ed-43dd-b040-220051c95815_20250409T18:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII] and I'm calling from Greenwood Orthopedics checking to see if the patient needs prior authorization for an outpatient surgery.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the authorization. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] is my direct number and his policy number is 02571694.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [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. Um, so for any APL policy, there is no prior author required because we're not a major medical, but also, um, his policies are no longer active with us as of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, so [PII], no eligibility.
[AGENT][NEUTRAL] Yeah, they were active from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. OK, I will give the patient a call and see what he switched to.
[AGENT][POSITIVE] Alrighty, [PII], was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nope, you are great thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.