AccountId: 011433970860
ContactId: 12ae0b19-9a03-4d87-8c64-4d13832954a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99589 ms
Total Talk Time (AGENT): 38578 ms
Total Talk Time (CUSTOMER): 32319 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/12ae0b19-9a03-4d87-8c64-4d13832954a8_20250203T21:02_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's [PII]. I'm calling from the Oklahoma Spine Hospital. I just need to check eligibility on a patient and also see if authorization would be needed.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It is 01792125.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're wanting eligibility and if prior authorization is required?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you for that information, [PII].
[AGENT][NEUTRAL] So I have the information for you. I'm showing an effective date of [PII]. The policy is active at this time and no prior authorization is required.
[CUSTOMER][NEUTRAL] [PII], do you have a reference number?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII], and first initial and last name is [PII].
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] And you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.