AccountId: 011433970860
ContactId: 81ce1f2c-164a-43c1-abc0-44b4dc4178d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128949 ms
Total Talk Time (AGENT): 63840 ms
Total Talk Time (CUSTOMER): 49069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/81ce1f2c-164a-43c1-abc0-44b4dc4178d9_20250404T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am [PII] calling in to get eligibility on a member and find out if authorizations required for a procedure when done outpatient.
[AGENT][NEUTRAL] Sure, OK, I can check eligibility and if authorization is required. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Did you have that policy number?
[CUSTOMER][NEUTRAL] Um, I believe it is.
[CUSTOMER][NEUTRAL] 585.
[CUSTOMER][NEUTRAL] 312-910 well know that may be the social bear with me let me see if I got a copy of the card.
[AGENT][NEUTRAL] That's OK, yeah, that's a bit too long to be one of our policy numbers. I can search using the social if you don't, if that's easier.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a copy of the card. Um, it's [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII], and this is a limited indemnity medical plan. So essentially it's uh set to pay, pays a set dollar amount per covered procedure and or office visit, um, no copays, no deductibles, and no authorization is required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and [PII], is there a reference number for our call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APO have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.