AccountId: 011433970860
ContactId: d8a1ac83-931a-4920-ac96-91bb69d04f14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108040 ms
Total Talk Time (AGENT): 41605 ms
Total Talk Time (CUSTOMER): 43055 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/d8a1ac83-931a-4920-ac96-91bb69d04f14_20250515T15:45_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. Excuse me, how may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. My last initial is [PII]. Uh, I am calling to check if prior authorization is required on a member.
[AGENT][NEUTRAL] Sure, I can assist you with that, [PII]. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're calling to verify benefits for? We'll see if a pre-authorization is required.
[CUSTOMER][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] It is 02569870.
[AGENT][NEUTRAL] What is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII] Mayor, this policy was terminated [PII], and the member has no active policy here at American Public Life.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][NEUTRAL] And I'm sorry, your name again?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and today's date as a reference.
[CUSTOMER][NEUTRAL] OK. And the first initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, great. All right, well thank you so much for your help today. I really appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day, [PII].
[CUSTOMER][POSITIVE] You as well. Thank you. bye-bye.
[AGENT][POSITIVE] Thanks goodbye.