AccountId: 011433970860
ContactId: 08e14312-1158-4772-a9fc-44650a9cbcdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152089 ms
Total Talk Time (AGENT): 58276 ms
Total Talk Time (CUSTOMER): 60676 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/08e14312-1158-4772-a9fc-44650a9cbcdc_20250220T13:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from the pre-cert department at Memorial Regional Hospital. I was just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Callback number is [PII] and the policy number is 01699389M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] [PII], could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, so let me give you the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 247-2973.
[AGENT][NEUTRAL] 2472973.
[AGENT][NEUTRAL] This policy has been active since.
[AGENT][NEUTRAL] [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, perfect. And is there any pre-authorization required for outpatient procedures?
[AGENT][NEUTRAL] No, this policy is a gap insurance, [PII]. She has outpatient benefits of $300 per calendar day. This is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help. Is there a call reference number available?
[AGENT][NEUTRAL] No, you, we don't provide those, [PII], but you can use my name in today's date as a reference. Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] I'm sorry, ma'am. You cut off um when you were beginning to tell me for the call reference that you don't give those out.
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's date as a reference. Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII], that's [PII] Last name initial [PII].
[AGENT][POSITIVE] Thank you, and would you like for me to spell my name for you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And your last name initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect. Well, thank you once again for your help. Have a great day.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day, [PII].
[CUSTOMER][POSITIVE] Thank you. Bye-bye.