AccountId: 011433970860
ContactId: 97e6a2c1-87db-4d09-8b83-f2a79074e8f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75690 ms
Total Talk Time (AGENT): 38659 ms
Total Talk Time (CUSTOMER): 23197 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/97e6a2c1-87db-4d09-8b83-f2a79074e8f3_20250514T12:46_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] Hi [PII], this is [PII] at Geisinger. I'm checking to see if I'll need an authorization for a patient coming in.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the authorization, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and the member's policy number?
[CUSTOMER][NEUTRAL] It's 02581811.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so, no, ma'am, no prior authorization or pre-set is required for this policy.
[CUSTOMER][NEUTRAL] OK, and do you have a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII], and again, I'm [PII]
[CUSTOMER][POSITIVE] Thank you, you have a good day.
[AGENT][POSITIVE] You're welcome. You also, thanks for calling APA.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.