AccountId: 011433970860
ContactId: 9547f05c-f1c0-4ec0-a9e2-46e081ea9061
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178089 ms
Total Talk Time (AGENT): 83569 ms
Total Talk Time (CUSTOMER): 52649 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/9547f05c-f1c0-4ec0-a9e2-46e081ea9061_20250224T21:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Bela Cotton with facility. I need to check uh the member eligibility and authorization. Could you please help me with that?
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] So you're needing to eligibility and to find out if prior authorization is required, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what was your name again?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. And could you please spell your name?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you then what is your you're welcome. What is your call back number please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] Did you say [PII]? Is that correct?
[CUSTOMER][NEUTRAL] Yeah, that's right, uh huh, right.
[AGENT][NEUTRAL] OK, thank you. And the patient's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 01665400.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information that I do provide for you today even will be a verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so he had been the subscriber. I'm sorry, she had been the subscriber on the supplemental policy even, but it is no longer active. This policy had an effective date of [PII] and it termed 10-1-2024 and there is no other active uh policy with APL at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh great, [PII]. Thank you for your assistance. Uh.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] May I know the call reference for this conversation?
[AGENT][NEUTRAL] Yes, you would use my name along with today's date.
[CUSTOMER][POSITIVE] OK, [PII], thank you for your assistance. Have a great day. Take care.
[AGENT][POSITIVE] OK. Well, you're very welcome and thank you again, [PII] for calling ATL if that's all I can help you with, and I hope you have a good day as well.
[CUSTOMER][NEUTRAL] Mhm.