AccountId: 011433970860
ContactId: defcc185-ce62-4cd9-a096-4bc211ecc2ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107760 ms
Total Talk Time (AGENT): 44518 ms
Total Talk Time (CUSTOMER): 47188 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/defcc185-ce62-4cd9-a096-4bc211ecc2ba_20250224T14:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Mafa Cancer Center on a recorded line for quality, and I'm calling to see if the procedure code requires authorization.
[AGENT][NEUTRAL] OK. Well, I can assist you um with the procedure code. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01787698 ML 7.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Excuse me. It's um [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that the policy um is no longer active. It was effective from [PII], but none of our policies require prior author pre-cert because we're not a major medical insurance company.
[CUSTOMER][NEUTRAL] OK, so, but, so, um.
[CUSTOMER][NEUTRAL] They don't have insurance through you, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that should do it. Thank you.
[AGENT][POSITIVE] All right. You're welcome. Thanks for calling APL. Have a great week.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye