AccountId: 011433970860
ContactId: dd2ef591-bab4-44ea-9f7a-5198bc14213a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142360 ms
Total Talk Time (AGENT): 53803 ms
Total Talk Time (CUSTOMER): 51878 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/dd2ef591-bab4-44ea-9f7a-5198bc14213a_20250122T20:29_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. First initial to my last name is [PII], and I'm calling from Centera Prior authorization department. I was calling to verify eligibility for a patient and also to see if prior authorization is required for a service.
[AGENT][POSITIVE] OK, Ms. [PII], I'd love to help you with eligibility and prior authorization today. Um, may I really quickly get a great callback number for you?
[CUSTOMER][NEUTRAL] Sure, my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And what's that member's policy number today?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02440118
[AGENT][POSITIVE] Perfect, let me get that pulled up for you.
[AGENT][NEUTRAL] All right. I appreciate your patience and Ms. [PII], would you be able to verify for me uh your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it is [PII], [PII].
[AGENT][POSITIVE] Wonderful. I do see [PII] here. She is current and active with an effective date of [PII], and with the plans she's carrying with us now, she does not need any prior authorization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bear with me one second.
[CUSTOMER][NEUTRAL] I'm just typing some notes.
[AGENT][POSITIVE] No, you're so fine. Is there any other um information you were needing for the eligibility that I can look up for you?
[CUSTOMER][NEUTRAL] No, um,
[CUSTOMER][NEUTRAL] How do you spell your name, [PII]? Is it [PII]?
[AGENT][NEUTRAL] Yes, it is, and then my last initial is [PII].
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] Could I get a call reference number by chance?
[AGENT][NEUTRAL] You bet you it's gonna be my name, my last initial, and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you I appreciate your help.
[AGENT][POSITIVE] My pleasure, Ms. [PII]. Thanks for calling APL and you have a fabulous day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] My pleasure. Bye bye.