AccountId: 011433970860
ContactId: a441478f-524a-4c11-9d83-b8707bd388b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102120 ms
Total Talk Time (AGENT): 58768 ms
Total Talk Time (CUSTOMER): 21172 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/a441478f-524a-4c11-9d83-b8707bd388b2_20250410T18:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Um, I'm needing to verify if an authorization is required for a patient.
[AGENT][POSITIVE] OK, I'll be glad to help you. Go and give me your name and the member's policy number, please?
[CUSTOMER][NEUTRAL] [PII] 02009112
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, thank you for that, [PII]. Now, what's your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] Uh, it's [PII], [PII].
[AGENT][NEUTRAL] Alright, it looks like [PII] is the insured on this medical supplemental plan.
[AGENT][NEUTRAL] I do show the effective date is [PII], but I show this number is terminated, so let me just check to see if he even has anything active here.
[AGENT][NEUTRAL] No, ma'am. His uh his medical supplemental plan terminated here on [PII], but it did not require pre-cert.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] But he does not have an active plan as of [PII]. OK, [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you.
[AGENT][POSITIVE] All right, yes, ma'am. And is that all I can help you with?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, thanks for calling APL then [PII], and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too