AccountId: 011433970860
ContactId: b1ac3f0e-e063-42f3-b0ec-a5a96cd04f64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239380 ms
Total Talk Time (AGENT): 112832 ms
Total Talk Time (CUSTOMER): 69859 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/b1ac3f0e-e063-42f3-b0ec-a5a96cd04f64_20250217T15:36_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Can you hear me OK?
[AGENT][NEUTRAL] Yes, ma'am. I can hear you. Can you hear me?
[CUSTOMER][NEUTRAL] I can. I'm calling, um, I'm trying to see about pre-cert for outpatient imaging.
[AGENT][NEUTRAL] Well, it would be my
[CUSTOMER][NEUTRAL] I wasn't sure if I clicked the right.
[AGENT][POSITIVE] Well, I, I would be happy to help you, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Uh, for me it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] That is D as in dog 43,510,340.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Now that is not the APL policy number. Our policies start with a 0. Do you have another policy number for the patient?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Looking at her.
[CUSTOMER][NEUTRAL] I have the employee ID um.
[AGENT][NEUTRAL] Maybe a certificate number, policy cert number.
[AGENT][NEUTRAL] I'll tell you what, let's do a name search. What's the last name of the patient?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] I see. [PII] and first name.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh, first
[AGENT][NEUTRAL] Give me that last name again, I think uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm sorry, and the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And what is [PII]'s date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. She does have a medical policy with us with the APL.
[AGENT][NEUTRAL] I can give you her policy certificate number, her ID number with APL.
[CUSTOMER][NEUTRAL] Right, cause I was like I don't see where it is on her car.
[AGENT][NEUTRAL] Well, what you gave me is a card for her wellness and prevented benefits through 90-degree benefits or IMA.
[CUSTOMER][POSITIVE] Oh, OK, I'm ready.
[AGENT][NEUTRAL] So she just gave you the wrong card. Her ID number is 246.
[AGENT][NEUTRAL] 8294.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're needing diagnostic testing benefit?
[CUSTOMER][NEUTRAL] Um, benefits is just to see if it's pre-cert mostly.
[AGENT][NEUTRAL] Or preser
[AGENT][NEUTRAL] OK, so this, her policy is active. The effective date on the policy is [PII].
[AGENT][NEUTRAL] And this is a limited indemnity policy. Pre-cert is not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yay. All right, can I get the spelling of your name, please?
[AGENT][POSITIVE] Yes, ma'am, [PII]. My name is [PII], first initial, last name, [PII]. And it was a pleasure to assist you with that precert information. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That is all. Thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye bye.