AccountId: 011433970860
ContactId: 7f3d35ae-4475-49bb-8a4e-e52b4a4032a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93879 ms
Total Talk Time (AGENT): 42075 ms
Total Talk Time (CUSTOMER): 41338 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/7f3d35ae-4475-49bb-8a4e-e52b4a4032a0_20250131T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, [PII], my name is [PII]. I am calling to see if a patient has um benefits with this APL uh plan.
[AGENT][NEUTRAL] OK, I can help with that, [PII]. May I have your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What is the policy number, [PII]?
[CUSTOMER][NEUTRAL] I have 02456489.
[AGENT][NEUTRAL] OK. Again, that is 02456489. Verify the patient's name and date of birth.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. Are you calling to check eligibility. One moment, [PII]. Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you so much for your patience. Uh, the patient shows effective as of [PII]. This policy shows active as a supplemental medical.
[CUSTOMER][NEUTRAL] OK, so this is a supplemental sup supplemental. I couldn't spell medical. OK, and that doesn't require authorizations for like diagnostic mammograms and stuff, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, is there a reference number, [PII]?
[AGENT][NEUTRAL] We do not use reference numbers, but you can use my name and today's date, and my last initial is [PII]. Thank you.
[CUSTOMER][POSITIVE] Thank you so much and you have a great day.
[AGENT][POSITIVE] You as well and thank you for calling APL bye.
[CUSTOMER][POSITIVE] Thank you.