AccountId: 011433970860
ContactId: e17b34ca-e159-44ee-bc64-fc4aa753f995
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106739 ms
Total Talk Time (AGENT): 49981 ms
Total Talk Time (CUSTOMER): 31743 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/e17b34ca-e159-44ee-bc64-fc4aa753f995_20250211T18:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm with Baptist Health Sleep Medicine. I'm calling to verify if a policy is active.
[AGENT][NEUTRAL] OK, well, I can definitely confirm the eligibility for you. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh huh [PII] is my direct line.
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] 02449742
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], um.
[CUSTOMER][NEUTRAL] [PII], date of birth [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] And it's secondary?
[AGENT][NEUTRAL] Yes, this is their secondary policy.
[CUSTOMER][NEUTRAL] Is an authorization required?
[AGENT][NEUTRAL] Um, no, ma'am, we don't require any prior off or pre-cert for our policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get a call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, which is [PII] to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you and uh you take care and have a blessed day.
[AGENT][POSITIVE] Thank you, [PII]. You also and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye