AccountId: 011433970860
ContactId: 0499b734-ec54-45a8-a594-cfb9692bf927
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134710 ms
Total Talk Time (AGENT): 54551 ms
Total Talk Time (CUSTOMER): 45439 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/0499b734-ec54-45a8-a594-cfb9692bf927_20250513T17:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um,
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with Merit Health Biloxi. I'm just calling to see if a patient needs a pre-certification.
[AGENT][NEUTRAL] OK [PII], I can help you with um pre-cert um may I please get your callback number, sir, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Um, call back is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, his name is [PII]. Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] And policy number is 02621960.
[AGENT][NEUTRAL] OK, let me pull that policy up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looking at the policy, this is, um, just to verify his benefits, it's not a guarantee of payment. The policy effective date is [PII]. Um, he has a limited hospital indemnity plan.
[AGENT][NEUTRAL] And no pre-certification is needed because it's not a major medical insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. All right, got it. Um.
[CUSTOMER][NEUTRAL] That should be it. Um, can I get a call reference?
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And today is the
[CUSTOMER][POSITIVE] Got it. Thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome, [PII]. Is that everything I can help you with?
[CUSTOMER][NEUTRAL] That's all I can think of.
[AGENT][POSITIVE] OK, well I hope you have a good rest of your week and thank you for calling APL sir.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][NEUTRAL] Bye bye.