AccountId: 011433970860
ContactId: d4599d7f-b5b3-4825-9a04-aa2a9e30840b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198699 ms
Total Talk Time (AGENT): 90417 ms
Total Talk Time (CUSTOMER): 49316 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/d4599d7f-b5b3-4825-9a04-aa2a9e30840b_20250307T19:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with Ana Medical Center. I have a patient that's coming in for a screening colonoscopy. I just wanna make sure that's something that's covered and what authorization be required.
[AGENT][NEUTRAL] OK. Well, I can definitely help you with the coverage and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, this particular policy is the dental policy. Um, he does have a health policy. Let me get that policy number for you. Hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so for his medical insurance, we don't actually administer the product we um like send out the cards and the documents. So I can give you the number and transfer you over to Universal Trucking so you can go over the benefits and enrollment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And before I transfer you over, [PII], was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Can I get the medical policy number?
[AGENT][NEUTRAL] Sure, I'm sorry, yes, sure. So it is 250.
[AGENT][NEUTRAL] 122 9.
[CUSTOMER][POSITIVE] Thank you, you have a great day. Enjoy your weekend.
[AGENT][NEUTRAL] You also, you also hold on one moment for your transfer. I'll get a representative and then connect you to.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. Thanks for calling APL. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] I go to CVA.
[AGENT][NEUTRAL] Hi this is [PII]. I'm calling from APL. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][POSITIVE] I'm doing good. I have a provider on the other line that needs to go over some um benefits.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][NEUTRAL] Thank you, hold on one moment. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you have a great weekend.
[AGENT][POSITIVE] You're welcome. You too.
[CUSTOMER][POSITIVE] Thank you for holding. What's the first and last