AccountId: 011433970860
ContactId: cb4e16d2-2b80-4e12-a8aa-b4f2cb00a795
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218289 ms
Total Talk Time (AGENT): 80851 ms
Total Talk Time (CUSTOMER): 87541 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/cb4e16d2-2b80-4e12-a8aa-b4f2cb00a795_20250618T13:41_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, hi, this is [PII] calling from the facility. Need to start an authorization for observation.
[AGENT][NEUTRAL] There's no authorization required. Are you calling to verify benefits and eligibility?
[CUSTOMER][NEUTRAL] No, I need to start an authorization.
[CUSTOMER][NEUTRAL] For observation.
[AGENT][NEUTRAL] Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Sure. It's going to be [PII] and the last initial is [PII]. My callback number is going to be [PII], sorry, it's [PII].
[AGENT][NEUTRAL] And what is the policy number, [PII] or the member that you're calling in regards to today?
[CUSTOMER][NEUTRAL] It it's going to be 60801.
[AGENT][NEUTRAL] This is not a policy number. That is the, the um payer ID to submit a claim here to American Public Life. So could you verify that policy number again?
[CUSTOMER][NEUTRAL] I think I, I have this number only. Could you check with the patient uh name and date of birth for me?
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] Uh, no. Well, let me check that. One moment, one moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, uh, the Social Security number for last three is going to be [PII].
[AGENT][NEUTRAL] Do you have the full social?
[CUSTOMER][NEUTRAL] Yes, I do have. It's uh [PII].
[AGENT][NEUTRAL] So I have [PII].
[AGENT][NEUTRAL] What is this member's name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Can you verify [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], you're calling to verify if authorization is required. Authorization is not required. This is a gap insurance that assists with the deductible, co-pay and co-insurance for services covered under the policy, and no authorization is required. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Oh, this patient, uh, uh, you said this patient does not, uh, require authorization, right?
[AGENT][NEUTRAL] That is correct. This is not a primary insurance company. This is a gap insurance policy.
[CUSTOMER][NEUTRAL] OK. Could you spell out your name, please?
[AGENT][NEUTRAL] [PII] and today's date of the reference.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] [PII] as in Howard, Y as in yellow, L as in Lima, A as in Alpha and today's date as a reference. Is there anything else that I can assist you with today?
[CUSTOMER][NEGATIVE] Your voice is breaking.
[CUSTOMER][NEUTRAL] Uh, your last name, [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And the today's date is going to be a call reference, right? Your name and today's date.
[AGENT][POSITIVE] Yes, yes, that is correct. Yes. Oh my [PII].
[CUSTOMER][NEUTRAL] OK. Your name you're you're going to, going to be [PII], and the last initial is [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, yeah, OK. Thank you for the assistance. Have a great day.
[AGENT][POSITIVE] Thanks for calling APR. Have a good day. Goodbye.