AccountId: 011433970860
ContactId: d545ca44-2680-4e0e-8fd0-e53f148daf24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107940 ms
Total Talk Time (AGENT): 46217 ms
Total Talk Time (CUSTOMER): 48881 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/d545ca44-2680-4e0e-8fd0-e53f148daf24_20250203T14:28_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to see the um benefits and for uh um patient if it's active and is it is authorization required for this coverage if it's secondary.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and benefits and authorization. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, name [PII], last name initial is [PII] Contact number is [PII].
[AGENT][NEUTRAL] Thank you for that and time. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, my policy number is 01873541 M as in Mary, L as in Larry, number 7.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yes, his name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active, it's been effective since [PII]. Um, none of the APL policies require authorization because we're not the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then what benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, that would be, uh, um, because they have another coverage this is secondary, um, so I don't, um, can I have your first and last name, initial and reference number for this call, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name. So that's [PII] The first initial to my last name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[CUSTOMER][POSITIVE] OK, thank you so much. That'll be all.
[AGENT][POSITIVE] You're very welcome. Alright, well thanks for.