AccountId: 011433970860
ContactId: e17a5a4f-c508-458e-839a-826e008fc971
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110440 ms
Total Talk Time (AGENT): 42831 ms
Total Talk Time (CUSTOMER): 47407 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/e17a5a4f-c508-458e-839a-826e008fc971_20250402T12:59_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] Good morning, [PII]. I am calling to verify patients coverage, please.
[AGENT][POSITIVE] OK, well I can definitely help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] My number [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02287977.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I just need you to verify the member's first and last name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] It's precer needed for outpatient.
[CUSTOMER][NEUTRAL] Colonoscopy or endoscopy.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No, ma'am, um, APL doesn't require any prior off or pre-cert because we're not a major medical.
[CUSTOMER][POSITIVE] OK. Thank you, Ms. [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, I think that's gonna be all.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You too. Bye-bye