AccountId: 011433970860
ContactId: f211b20d-44b6-41fc-88b4-eed1b3154042
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162080 ms
Total Talk Time (AGENT): 52970 ms
Total Talk Time (CUSTOMER): 73119 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/f211b20d-44b6-41fc-88b4-eed1b3154042_20241230T19:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to find out if, excuse me, uh, one of your members is current with this insurance and if they need a prior authorization for a certain CPT code.
[AGENT][NEUTRAL] OK. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]. What was your name again? I'm sorry.
[AGENT][NEUTRAL] It is [PII] that is spelled [PII] Last initial of [PII] and today's date will be the call reference.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And may I please have the policy number?
[CUSTOMER][NEUTRAL] I've got
[CUSTOMER][NEUTRAL] 02103446
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And thank you so much for verifying the policy. You're calling in for eligibility. It does show that this policy is currently active. The effective date is [PII]. And for this policy, no pre-aut is required.
[CUSTOMER][NEUTRAL] OK, do you know if she this particular service is on [PII]?
[AGENT][NEUTRAL] OK. What was that question again?
[CUSTOMER][NEUTRAL] Uh, I just, this is for this year, this is for [PII], uh, do you know if she'll still be active?
[CUSTOMER][NEUTRAL] Um, at the turn of the [PII], or do you have that information yet?
[AGENT][NEUTRAL] I don't have that information. It's not showing that there's a term date. It's still showing currently active.
[CUSTOMER][POSITIVE] OK, and, um, like you said there's no precer required, so I really appreciate your time and um if they do have you [PII] as primary and so you guys are secondary.
[AGENT][NEUTRAL] Yes, we're considered their secondary or last resort to any other insurance.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, alrighty, appreciate your time thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you, bye bye.