AccountId: 011433970860
ContactId: 1ba59adc-b253-47b3-be99-cfff60c086f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147399 ms
Total Talk Time (AGENT): 56127 ms
Total Talk Time (CUSTOMER): 69088 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/1ba59adc-b253-47b3-be99-cfff60c086f1_20250319T15:15_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] from Belascotonvited facility to initiate authorization for observation stay.
[AGENT][NEUTRAL] OK, I'm sorry, may I have your name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] last [PII] is [PII].
[AGENT][NEUTRAL] OK, thank you. And uh you said you're calling from which facility?
[CUSTOMER][NEUTRAL] Yes, just.
[CUSTOMER][NEUTRAL] It's Becorter White Medical Center Round Rock.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure, it's it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah it's 01896422.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], and you said you're looking for authorization for admission?
[CUSTOMER][NEUTRAL] Yes. Before that, I need to confirm the primary payer as BCBS of Texas for same er state, the American Public Life Insurance was rolling on secondary pay. The authorization is required for the stay for the observation?
[AGENT][NEUTRAL] No authorization is not required for the secondary policy.
[CUSTOMER][NEUTRAL] Yeah, that's what I can confirm. Could you please spell your name?
[AGENT][NEUTRAL] Sure, my name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Could you please provide me with the call reference number?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Yes, sure. Thank you for that. And then other issues not required with no time limit, right?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Correct, authorization is not required. We follow primary.
[CUSTOMER][POSITIVE] Yeah. Thank you for that information and have a nice day. Take care. Bye-bye.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Bye bye.