AccountId: 011433970860
ContactId: ff72955e-f253-4e21-be8c-371c26022fa2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94980 ms
Total Talk Time (AGENT): 39791 ms
Total Talk Time (CUSTOMER): 40761 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/ff72955e-f253-4e21-be8c-371c26022fa2_20250226T18:47_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, I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII]. um, I'm calling from a facility and I'm just trying to find out if um authorization is required through this member secondary plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can definitely help you with the authorization and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Sure it's uh [PII].
[AGENT][POSITIVE] Thank you and the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] It is 02300681.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh yes, it's [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, and I am um for authorization because we're not a major medical, no um authorization or pre-cer is required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and can I get a reference number just to document that we spoke?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much and I appreciate it you have a great day.
[AGENT][POSITIVE] You also, [PII], thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm bye bye.