AccountId: 011433970860
ContactId: a54a5b17-023a-4d89-ac21-0a05c9fe6f93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169639 ms
Total Talk Time (AGENT): 43990 ms
Total Talk Time (CUSTOMER): 62811 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/a54a5b17-023a-4d89-ac21-0a05c9fe6f93_20250613T13:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII]. I'm calling from Internal Medicine Associate LLC. So checking for pre-authorization is required or not, and even I need the effective date and the plan type of the patient.
[AGENT][NEUTRAL] Sure, PJ I can assist you with policy information. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, so the callback number will be [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. Now, I need um the policy number, please.
[CUSTOMER][NEUTRAL] Uh, so the policy number will be F as in Frank 08677764.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member's social?
[CUSTOMER][NEUTRAL] Uh, no. Can you please verify with the patient name and the date of birth?
[AGENT][NEUTRAL] Yes, what's the last name, please?
[CUSTOMER][NEUTRAL] Uh, so the, uh, just a second here, it's loading up. Let me pull this one.
[CUSTOMER][NEUTRAL] Yeah, so the last name is spelled as [PII]. [PII]'s [PII]
[AGENT][NEUTRAL] Your first name?
[CUSTOMER][NEUTRAL] Uh, it's [PII], it's [PII]
[AGENT][NEUTRAL] OK. And her date of birth?
[CUSTOMER][NEUTRAL] Uh, so the date of birth will be [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I'm not showing no active policies in our system with that um for that name and date of birth.
[CUSTOMER][NEGATIVE] Oh, OK, so there is no active um policy for this member, right? And even this member ID is invalid.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. Can you please spell your name and provide me the call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. It's spelled [PII] Last initial is [PII], and the reference number is my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, that's it. Like it's all done for the day now, so thank you so much. Like thank you for providing all the information. So that's it like it's all done for the day now bye.
[AGENT][NEUTRAL] Thank you, PJ for calling AP.