AccountId: 011433970860
ContactId: b6691fcb-5630-4b73-96e7-6e0c8f688830
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308790 ms
Total Talk Time (AGENT): 100951 ms
Total Talk Time (CUSTOMER): 121531 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/b6691fcb-5630-4b73-96e7-6e0c8f688830_20250613T13:20_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name's [PII]. I'm with the provider's office. None of your options, uh, gave me the choice to pick prior authorization. Uh, is this the right number to call?
[AGENT][NEUTRAL] Um, yes, ma'am. I can further assist you. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 00099086801
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member's social security number or I can look them up by name and date of birth?
[CUSTOMER][NEUTRAL] Let me see if I have a social hold on.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] Computer.
[CUSTOMER][POSITIVE] You know that works right.
[CUSTOMER][NEUTRAL] I have a [PII] for social.
[AGENT][NEUTRAL] OK, that was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. No one's coming up under that social. I can try the name and date of birth.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All right, first name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, yeah, no one's coming up under the name either.
[CUSTOMER][NEUTRAL] Oh, some information he gave us.
[CUSTOMER][NEGATIVE] I'm sorry, I gave you all the wrong information because somebody else's scream.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's the same date of birth [PII].
[AGENT][NEUTRAL] OK. Do you have a social for him?
[CUSTOMER][NEUTRAL] I don't know why it wasn't somebody else's thing looking at that same thing.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't think he was here yesterday.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Social for him.
[CUSTOMER][NEUTRAL] I've got [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and please verify his name again and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. What was the member's name that you mentioned a few minutes ago?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, yeah, this is [PII]'s policy.
[CUSTOMER][NEUTRAL] It must be Friday.
[CUSTOMER][NEUTRAL] Yeah, I, my mind's fried this morning, I guess.
[AGENT][POSITIVE] No problem. I understand.
[CUSTOMER][NEUTRAL] How are you today?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And would you like his policy number, [PII]'s policy number?
[CUSTOMER][NEUTRAL] That'd be great. That'd be better if I could get that correct.
[AGENT][NEUTRAL] OK. Yes, ma'am. His policy number is 00.
[AGENT][NEUTRAL] 990868.
[CUSTOMER][NEUTRAL] 68 that's it, yeah, we had one too many zeros at the front that's what it was.
[CUSTOMER][NEUTRAL] And then we had the last 01 being he's the.
[CUSTOMER][NEUTRAL] Um, the member itself, that's what the extra 01 was on it, I guess. So, OK, perfect. I can get that fixed. So I need to know if research required for colonoscopy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active. Let's see, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and actually to verify benefits under this policy, um, they're giving me another number for you to call to verify benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] OK, yeah, uh, the card he gave us was looked like it didn't run through the washing machine 3 or 4 times, and I had a hard time making up this number.
[CUSTOMER][NEUTRAL] So OK, I'll call that number then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with, [PII]?
[CUSTOMER][POSITIVE] No, ma'am thank you you have a great weekend.
[AGENT][NEUTRAL] You do the same. Thank you for calling ATL. bye.
[CUSTOMER][NEUTRAL] Mhm.