AccountId: 011433970860
ContactId: 9777d4cd-1bc7-4619-9597-bc6d6aa6c9d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173339 ms
Total Talk Time (AGENT): 55779 ms
Total Talk Time (CUSTOMER): 54358 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/9777d4cd-1bc7-4619-9597-bc6d6aa6c9d0_20250523T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. Last initial [PII], and I'm calling to check the prior authorization for the member is required or not an authorization on file. I hope you can help.
[AGENT][POSITIVE] Happy to check the plan, [PII]. What is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 025793.
[CUSTOMER][NEUTRAL] 29
[AGENT][NEUTRAL] And may I please have
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and last name is [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, let me repeat back this policy number, [PII]. I copied down 025.
[AGENT][NEUTRAL] 793-799. Is that correct?
[CUSTOMER][NEUTRAL] No, it's incorrect. Let me repeat. 02579329.
[AGENT][NEUTRAL] 0, 29, sorry about that.
[CUSTOMER][POSITIVE] It's right.
[AGENT][NEUTRAL] Thank you so much for that. So [PII]'s plan is active. Uh, the effective date on here is [PII], or excuse me, [PII]. We are the members secondary insurance, so this covers deductible, co-pay, co-insurance. The primary does not. No prior authorization is required for the member plan.
[CUSTOMER][POSITIVE] OK. Thank you so much. That's all I want to know. But before we wind up our call, can you also
[CUSTOMER][NEUTRAL] Spell out your name for me.
[AGENT][NEUTRAL] My name is spelled [PII]
[CUSTOMER][NEUTRAL] And what would be the reference number [PII]?
[AGENT][NEUTRAL] Call reference is my name with today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. That's all I needed and a wonderful day ahead and a happy weekend.
[AGENT][NEUTRAL] You too. Bye bye.