AccountId: 011433970860
ContactId: feda44a6-7174-4b6b-97e7-ee36b2f1230c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94099 ms
Total Talk Time (AGENT): 41876 ms
Total Talk Time (CUSTOMER): 39711 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/feda44a6-7174-4b6b-97e7-ee36b2f1230c_20250411T14:13_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] Hi, good morning, [PII]. My name is [PII], last name initial [PII], and I'm calling to see if pre-certification is required for a member.
[AGENT][POSITIVE] OK, I can definitely help you with the member. [PII], may I have um a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, the phone is [PII], no extension, and the member ID is 022 03946 M as in Mary, L as in Lima, the number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Last name is [PII], first name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so there's no prior authorization or preset required, um, since we're not the major medical for this policy.
[CUSTOMER][POSITIVE] OK perfect thank you so much Ms. [PII] do you provide reference numbers for these calls?
[AGENT][NEUTRAL] So you're welcome. Um, there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect, thank you again.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye
[AGENT][NEUTRAL] [PII]