AccountId: 011433970860
ContactId: e0e56ab6-46e5-4986-b2b3-3e84360673de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109379 ms
Total Talk Time (AGENT): 45820 ms
Total Talk Time (CUSTOMER): 40710 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/e0e56ab6-46e5-4986-b2b3-3e84360673de_20250404T20:21_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I would like to verify eligibility for um patient's upcoming appointment.
[AGENT][NEUTRAL] I can help with the eligibility with whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 2406309
[AGENT][NEUTRAL] In the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else I can tell you about this policy?
[CUSTOMER][NEUTRAL] Um, is authorization gonna be required for an upcoming exam, or how does that work?
[AGENT][NEUTRAL] Uh, no, you would just file through their major medical and then, uh, file through us. Now, what is the place of service that we're looking at?
[CUSTOMER][NEUTRAL] Outpatient hospital. She's coming in for um a bone density exam.
[CUSTOMER][NEUTRAL] So I just wanted to verify what would be required.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, pre-authorization is not required. Uh, you would just file through the major medical and then with us.
[CUSTOMER][POSITIVE] OK. Sounds great. Is there a reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We use that in today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, that'll be it for me today. Thank you so much for your help.
[AGENT][POSITIVE] OK. Thanks for contacting APO.