AccountId: 011433970860
ContactId: 038d151e-0599-45b2-99ae-1770248efb4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129160 ms
Total Talk Time (AGENT): 52579 ms
Total Talk Time (CUSTOMER): 59557 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/038d151e-0599-45b2-99ae-1770248efb4a_20250328T12:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. My name is [PII] calling from Bayless cotton one facility. I do have a member here with me. Just wanted to know whether the policy is active or not. If I would like to take the authorization.
[AGENT][NEUTRAL] OK, so you need to verify eligibility and whether authorization is required.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, you got it right.
[AGENT][NEUTRAL] OK, can you spell your first name for me?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And it's pronounced for [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and I'm sorry, you're calling on behalf of which uh provider?
[CUSTOMER][NEUTRAL] Um, Bayless Cotton White Medical Center.
[AGENT][NEUTRAL] [PII], OK. What's the policy number and a good phone number for you?
[CUSTOMER][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] Uh-huh. It is, yeah, yeah. The policy number is 025.
[CUSTOMER][NEUTRAL] 236-86
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, it is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII]. So I have the eligibility information for you. I'm showing an effective date of [PII]. Uh, this policy is active at this time and prior authorization is not required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. For any of the codes, right? Any of the services?
[AGENT][NEUTRAL] Prior authorization is not required.
[CUSTOMER][NEUTRAL] Got it. Um, can I get your name for my record?
[AGENT][NEUTRAL] You'll use my name and today's date. It's reference for today's call, [PII]. Any other questions, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for the assistance and have a good one. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You know?