AccountId: 011433970860
ContactId: af06e226-4ea8-4661-a555-8460ec5a7f9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119620 ms
Total Talk Time (AGENT): 49318 ms
Total Talk Time (CUSTOMER): 38669 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/af06e226-4ea8-4661-a555-8460ec5a7f9c_20250218T22:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'd like to verify eligibility for a member, please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII], and what is the policy number?
[CUSTOMER][NEUTRAL] 02582675
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII], his effective date is [PII] and he is active on the policy.
[CUSTOMER][POSITIVE] Wonderful, do you know what phone number I should call for prior authorization?
[AGENT][NEUTRAL] Oh, we don't have a prior authorization department and it's not required.
[CUSTOMER][POSITIVE] Beautiful, no priors for outpatient services, anything?
[AGENT][NEUTRAL] No, we don't require any prior authorization.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] And I forgot uh what was your name again?
[AGENT][NEUTRAL] Uh, it's [PII], last initial [PII]. And Miss [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Nothing else except for a call reference number.
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Beautiful. Thank you so much for your help.
[AGENT][POSITIVE] Uh, yes, ma'am. Thanks for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.