AccountId: 011433970860
ContactId: b38a5d63-0896-48d2-940e-63afba876f02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110500 ms
Total Talk Time (AGENT): 45210 ms
Total Talk Time (CUSTOMER): 53108 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/b38a5d63-0896-48d2-940e-63afba876f02_20250108T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I'm calling from our Lazy Lake pre-authorization department and I was calling to get benefits on the patient, please.
[AGENT][POSITIVE] Yeah, I can check benefits for you, [PII]. Uh, first, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] I'm at [PII] and can you spell your name?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] What's the initial to your last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alrighty, and then do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 01.
[CUSTOMER][NEUTRAL] 66
[CUSTOMER][NEUTRAL] 352.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and the number 8.
[AGENT][POSITIVE] OK, thank you and
[CUSTOMER][NEUTRAL] Olgar Perez.
[CUSTOMER][NEUTRAL] [PII] 9967.
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. Alrighty, so this policy is active. Effective date was [PII], and where we need to look at outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah, is it a secondary supplement? What is it?
[AGENT][NEUTRAL] This is secondary, so it is designed to help with uh co-pay, deductible and co-insurance only after major medical pays.
[CUSTOMER][NEUTRAL] That's what I need to know.
[CUSTOMER][POSITIVE] Yes ma'am. Alright, do you, thank you, sweetheart. That's what I needed to know. OK, and it is active.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty, thank you, [PII].
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.