AccountId: 011433970860
ContactId: cb27701b-61cd-4fb2-81af-887e51b5fb16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98819 ms
Total Talk Time (AGENT): 49179 ms
Total Talk Time (CUSTOMER): 30649 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/cb27701b-61cd-4fb2-81af-887e51b5fb16_20250116T20:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, I was calling um to see if a patient um requires authorization for service.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 92696
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, this is for secondary gap insurance, so there's no authorization required because we go by the primary carrier's guidelines.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And and um could you spell your name for me and a call reference number.
[AGENT][NEUTRAL] Um, for the reference number, you can use my name in today's date. My name is [PII]. Um, it's spelled [PII] My last initial is [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's all.
[AGENT][POSITIVE] OK, well, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you too. Bye-bye.
[AGENT][POSITIVE] Thank