AccountId: 011433970860
ContactId: 19cd0672-295b-4ad6-8957-e6d01ba36c21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120279 ms
Total Talk Time (AGENT): 51170 ms
Total Talk Time (CUSTOMER): 58567 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/19cd0672-295b-4ad6-8957-e6d01ba36c21_20250205T20:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII]. I'm calling from Memorial Hospital's Services. Please advise the call is recorded for quality and training purposes. I'm calling to verify the patient has an active plan and to confirm no prior authorization is needed, as she will be coming in for a breast mammo and breast ultrasound. She does have gap insurance.
[AGENT][POSITIVE] OK, perfect. I'd love to take a look at eligibility for that with you. And do you have, I'm so sorry, do you mind if I quickly grab a good callback number for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][POSITIVE] Perfect and.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] 1873541
[CUSTOMER][NEUTRAL] Name of the patient is [PII] with the date of birth is [PII]. Group number is 23078.
[AGENT][POSITIVE] Wonderful. OK, I do see Ms. [PII] here. It looks like her policy with us is current and active, and it looks like she has an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she does not require any pre-authorization with us.
[CUSTOMER][NEUTRAL] OK, and you guys will cover after the primary insurance, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] United. OK. And [PII], could you confirm the spelling of your name and first initial to your last name with the reference number, please?
[AGENT][NEUTRAL] Certainly, yes, so the reference number is actually my name, my last initial in today's date, and then my name is [PII], first initial last name [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] Hey, it's my pleasure. You have a wonderful day as well. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Thanks. Bye-bye.