AccountId: 011433970860
ContactId: 0c2db6c4-e6b0-4fb4-b23c-951b68bc04f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135860 ms
Total Talk Time (AGENT): 31247 ms
Total Talk Time (CUSTOMER): 78752 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/0c2db6c4-e6b0-4fb4-b23c-951b68bc04f0_20250403T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you, Ms. [PII]. Um, this is [PII] calling from LCNC West Jefferson Medical Center. How are you today?
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] Doing really well and thank you so much. I'm calling to see if you can assist me with a patient that is gonna be outpatient surgical on the [PII] of this month.
[CUSTOMER][NEUTRAL] To see if the uh if it requires an authorization, the patient has also a primary Blue Cross uh PPO.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I can help you with that information, [PII], could I get a good callback number?
[CUSTOMER][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] My direct extension is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, the, the member ID?
[AGENT][NEUTRAL] Uh, sure, yes.
[CUSTOMER][NEUTRAL] It's 021.
[CUSTOMER][NEUTRAL] 35061.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be for Ms. [PII], middle initial [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, let's see, uh, no authorization is required. Do you need eligibility or benefits?
[CUSTOMER][NEUTRAL] Not at all. So no authorization required for this. OK, thank you. And I'm sorry, you said your name is [PII]?
[AGENT][POSITIVE] Yes, definitely.
[CUSTOMER][NEUTRAL] An initial to your last name, please?
[AGENT][NEUTRAL] Uh it's [PII].
[CUSTOMER][NEUTRAL] And thank you and one other thing, um, as a reference number, may I use today's day or you have one for me?
[AGENT][NEUTRAL] Uh, yes, just use my name and today's date.
[CUSTOMER][POSITIVE] Beautiful. I'll do that. Well, Miss [PII], thank you so much for assisting me today. You be well and stay safe.
[AGENT][POSITIVE] Thank you so much for calling APLU as well. Thank you.
[CUSTOMER][POSITIVE] Thank you. Goodbye.
[AGENT][NEUTRAL] Bye.