AccountId: 011433970860
ContactId: 8f887654-3c2d-45f0-84c3-b2b9bc717915
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162119 ms
Total Talk Time (AGENT): 90050 ms
Total Talk Time (CUSTOMER): 41347 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/8f887654-3c2d-45f0-84c3-b2b9bc717915_20250619T13:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name's [PII]. Please see about getting the observation authorization.
[AGENT][NEUTRAL] OK, do you're wanting to find out if observation, excuse me, prior authorization is required, remember?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And, what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm gonna repeat that back because there's some noise in your background that was making a little difficult for me to hear you. So did you say [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 02294004
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] I'm gonna hopefully say it right. I'm gonna just spell her first name. It's [PII] Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, thank you. So one moment.
[AGENT][NEUTRAL] OK. So, on this particular policy, this policy is no longer active.
[AGENT][NEUTRAL] She had been a dependent, correct, she had been a dependent on this policy, but this policy is again no longer active. The effective date had been [PII].
[CUSTOMER][NEUTRAL] No longer active, OK.
[AGENT][NEUTRAL] With a term date of [PII].
[CUSTOMER][POSITIVE] OK, that is awesome, thank you so much.
[AGENT][NEUTRAL] Yes, ma'am, and I just checked and there is no other um active policy with APL beyond that point.
[CUSTOMER][POSITIVE] OK, well thank you so much. I hope you have a wonderful day.
[AGENT][POSITIVE] I hope you have a wonderful day TD, and again, if that is all I can help you with, thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye bye