AccountId: 011433970860
ContactId: f5122f51-55d0-415e-820f-a2fbd7e43683
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110660 ms
Total Talk Time (AGENT): 51983 ms
Total Talk Time (CUSTOMER): 36188 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f5122f51-55d0-415e-820f-a2fbd7e43683_20250319T18:53_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] Uh, yes, my name is [PII] calling from a facility. I was calling to start an authorization for inpatient admission through the ER.
[AGENT][NEUTRAL] OK, well, I'll be more than happy to help you with the um the authorization, and did you say your name was [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, it is 02587781.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII]. Um, now because we're not a major medical insurance company, there's no prior author preset required, um, so you can file the claims as you need to.
[CUSTOMER][NEUTRAL] OK, is there a call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and that's [PII], first initial of my last name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Yes you too bye bye.
[AGENT][POSITIVE] Thank you bye