AccountId: 011433970860
ContactId: a85f6653-04bf-4a62-a232-6e6069a0e298
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96529 ms
Total Talk Time (AGENT): 46218 ms
Total Talk Time (CUSTOMER): 31252 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/a85f6653-04bf-4a62-a232-6e6069a0e298_20250117T21:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling with Progress West Hospital and I was calling to see if a patient has active coverage and then to see if pre-authorization's needed for an outpatient test.
[AGENT][NEUTRAL] OK. Well, I can help you with both the eligibility and the authorization. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] option 3.
[CUSTOMER][NEUTRAL] ID number is 1828789.
[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. So I am showing the policy is active. It's been effective since [PII], and there's no prior off or pre-cert required because we're not the major medical insurance.
[CUSTOMER][NEUTRAL] OK, and is there a call reference number?
[AGENT][NEUTRAL] Um, there's no call reference number, but you can use my name in today's date, and that's [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Thanks for calling APL and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.