AccountId: 011433970860
ContactId: 015425ef-5c32-4749-9407-f2461c74f251
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145360 ms
Total Talk Time (AGENT): 55530 ms
Total Talk Time (CUSTOMER): 43632 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/015425ef-5c32-4749-9407-f2461c74f251_20250225T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Patient Access at Kahoton Regional Medical Center. Have a patient needs an outpatient ultrasound. Just calling to see if it's covered benefit under the plan and to see if authorizations required.
[AGENT][NEUTRAL] OK [PII], I can help you with the the patient. Um, can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, it's [PII]. It's [PII] Date of birth of [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02571736.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII], and I'm gonna need to uh transfer you now on over to multiple plans so that they can get that authorization for you um and the help that you need. I'm going to give you that phone number just in case the call is disconnected uh during the transfer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, so they'll be able to tell me if it's a benefit that it's covered then too.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, you're welcome it's gonna be a brief hold.
[AGENT][POSITIVE] Thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Questions about your privacy choices, please view our privacy.