AccountId: 011433970860
ContactId: ec1abfcf-370d-4b18-810b-46eb57fb51bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150449 ms
Total Talk Time (AGENT): 70077 ms
Total Talk Time (CUSTOMER): 32307 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/ec1abfcf-370d-4b18-810b-46eb57fb51bc_20250620T14:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Uh my last name first initial is [PII].
[AGENT][NEUTRAL] And you said your first name is [PII]?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] Yes, ma'am. How can I help you today, [PII]?
[CUSTOMER][NEUTRAL] I'm looking for eligibility and a pre-certification for this patient.
[AGENT][NEUTRAL] OK, you're needing eligibility and to see if pre-certification is required, is that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] Yes, ma'am, I can help you with those things. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] Sorry, could you please repeat that?
[AGENT][NEUTRAL] What is the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number is 01332956.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, and any information that is provided, [PII] would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the last name is [PII]. The date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so for this member's policy, [PII], there is another company that you will need to speak to to verify eligibility and questions regarding pre-cert, and that company is called Web.
[AGENT][NEUTRAL] TPA.
[AGENT][NEUTRAL] And their phone number is [PII].
[CUSTOMER][NEUTRAL] Uh, could you please transfer the call?
[AGENT][POSITIVE] And if you would like for me, I can. Is there anything else that I can help you with before I do that though?
[CUSTOMER][POSITIVE] No, thank you. Thank you for the information.
[AGENT][POSITIVE] OK. All right. Well, thank you for calling APL and I hope you have a nice weekend.
[CUSTOMER][NEUTRAL] You too.