AccountId: 011433970860
ContactId: 9ebd25b2-3a53-40bd-8177-0a6e960dbd5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142869 ms
Total Talk Time (AGENT): 55158 ms
Total Talk Time (CUSTOMER): 40961 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/9ebd25b2-3a53-40bd-8177-0a6e960dbd5e_20250521T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII] calling from provider's office. I need to check for the procedure code. It requires prior authorization or not. Can you please help me with that?
[AGENT][NEUTRAL] Yes, I can see if authorization is required um I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 84,090.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah, the member's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that um so this number is no longer active under this policy, uh, the only member active under this policy is the uh primary is uh [PII].
[CUSTOMER][NEUTRAL] Mhm. The member does not have um uh
[CUSTOMER][NEUTRAL] Active coverage?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And may I know the policy uh term date?
[AGENT][NEUTRAL] Uh, so the policy is not terminated. Uh, this member is just no longer active under this policy, so her, uh, term date was [PII].
[CUSTOMER][POSITIVE] Yeah, OK. Thank you so much for that. And may I have a call reference number for this member, please?
[AGENT][NEUTRAL] It would be my first name, last initial, and today's date. Uh so my name is spelled [PII] And was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, that's it for today.
[AGENT][POSITIVE] Alright, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Yeah, OK, have a great day.
[AGENT][POSITIVE] Thank you. Bye.