AccountId: 011433970860
ContactId: 874807b2-3260-439b-a787-e87dc2ede246
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253160 ms
Total Talk Time (AGENT): 62156 ms
Total Talk Time (CUSTOMER): 105343 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/874807b2-3260-439b-a787-e87dc2ede246_20250604T13:39_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] Uh, good morning. My name is [PII] and the last initial is [PII]. I'm calling from provider's office to check in on uh prior authorization requirements. Could you please help me on this?
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the authorization requirements. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh yes, it is [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, and the policy number is 473020-239.
[AGENT][NEUTRAL] That's the policy number or is that their social?
[CUSTOMER][NEUTRAL] Oh, here it shows, uh, the policy number only.
[AGENT][NEUTRAL] OK, I'm just asking because that's not an APL policy number. Do you have an ID card from APL for the member?
[CUSTOMER][NEUTRAL] Uh, no, uh, we don't have the member ID card. Uh, if possible, means, could you please check with the member's first name, last name, and date of birth?
[AGENT][NEUTRAL] Yes, I can start with the first and last name.
[CUSTOMER][NEUTRAL] Uh, can you provide the first name and last name?
[AGENT][POSITIVE] Yes, I'm ready.
[CUSTOMER][NEUTRAL] Yeah, it is uh [PII]. It is uh first name [PII], and last name is [PII], and date of birth, [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here. Hold on one moment.
[CUSTOMER][POSITIVE] Uh, sure, no problem.
[AGENT][NEUTRAL] And you said the first name is [PII]?
[CUSTOMER][POSITIVE] Yes, it is correct.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I'm not showing the um policy on file with this first and last name either.
[AGENT][NEUTRAL] Um, are you sure it's American Public Life?
[CUSTOMER][NEUTRAL] Oh yes, it is, uh, it's in an ID card. It shows A H and L Southern.
[CUSTOMER][NEUTRAL] Industries.
[AGENT][NEUTRAL] Are you giving me the name of the employer or the insurance company?
[CUSTOMER][NEUTRAL] Uh, insurance company.
[AGENT][NEGATIVE] If what you just said is the name of the insurance company, you're calling the wrong place. This is American Public Life.
[CUSTOMER][NEUTRAL] Yes, sir. Uh, we'll call the patient and uh uh we, after getting the ID card, we'll call directly to the insurance.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, thank you so much. I will call the patient and confirm the insurance name and the policy details.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Yeah, you too. Bye. Thank you
[AGENT][POSITIVE] Thank.