AccountId: 011433970860
ContactId: fef7a6a6-c1f3-4b34-80c7-b79084d08594
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118290 ms
Total Talk Time (AGENT): 57189 ms
Total Talk Time (CUSTOMER): 42021 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/fef7a6a6-c1f3-4b34-80c7-b79084d08594_20250402T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, my name is [PII] from Bayla Garden White and my last name initial is [PII]. I just want to verify patients eligibility notation requirements.
[AGENT][NEUTRAL] Sure, I can check eligibility and if authorization is required. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, that is 02356475.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The member name was [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and as this is a secondary medical policy, uh, it is designed to help with copay, deductible and co-insurance after major medical pays, and it is very reliable or um.
[AGENT][POSITIVE] It, uh, my goodness.
[AGENT][NEUTRAL] It does not require authorization excuse me, I'm sorry.
[CUSTOMER][NEUTRAL] OK, authorization is not required for any, uh, all the CPT codes, right? Any of the CPT codes.
[AGENT][NEUTRAL] Correct, it is a reliant on a major medical, so as long as they're willing to pay this policy can.
[CUSTOMER][POSITIVE] Thank you so much. And could you please spell your name?
[AGENT][NEUTRAL] Sure, it's [PII] And was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] Can I get the call reference number?
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Thank you so much for this information and have a great day. Bye bye take care.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.