AccountId: 011433970860
ContactId: c35e87b9-79af-4095-b87b-69039ef459ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202100 ms
Total Talk Time (AGENT): 90289 ms
Total Talk Time (CUSTOMER): 64089 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/c35e87b9-79af-4095-b87b-69039ef459ab_20250129T20:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Roper Hospital.
[AGENT][POSITIVE] Hi, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I just want to check the benefits information. Also, I want to see if authorization is required for this service.
[AGENT][NEUTRAL] OK, I'm so sorry you're needing benefit information, is that correct? And what else?
[CUSTOMER][NEUTRAL] Yeah, uh, I need benefits information also. I want to check authorization is required for this service.
[AGENT][NEUTRAL] OK, and you also need to see if authorization is required, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with those things and what is your callback number?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Can you repeat your name again?
[AGENT][NEUTRAL] [PII] and my name along with today's date, [PII] will be your call reference number if you need one.
[AGENT][NEUTRAL] And any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name? I'm sorry, first off, what is the policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's 02110904.
[AGENT][NEUTRAL] OK, [PII], thank you. Give me a moment to get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] And again, [PII], any information that's provided would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, this policy is no longer active with APL [PII].
[AGENT][NEUTRAL] This policy was active from [PII], well, it was actually really never active.
[AGENT][NEUTRAL] It had the effective date and the termination date are the same date, which is [PII].
[AGENT][NEUTRAL] There is no policy that is currently active with APL.
[CUSTOMER][NEUTRAL] OK. You said the policy is inactive, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Uh, uh, effective date is [PII] and the time, date also [PII], is that right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Uh, do, do you have any other policy information for this patient?
[AGENT][NEUTRAL] No, sir, I do not. There is no other coverage with APL.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][POSITIVE] So thank you for assisting, [PII]. Have a wonderful day.
[AGENT][POSITIVE] Well, you're very welcome you too, [PII]. So if that's all I can help you with, thank you again for calling APL, and I hope you have a nice rest of your day also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.