AccountId: 011433970860
ContactId: 1cae4126-c5b2-4af4-b562-c751c29d60e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137360 ms
Total Talk Time (AGENT): 47071 ms
Total Talk Time (CUSTOMER): 57230 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/1cae4126-c5b2-4af4-b562-c751c29d60e2_20250530T16:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and my last name, [PII], calling from Kenne Memorial Hospital.
[AGENT][NEUTRAL] OK. And how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I would like to verify is there any authorization on file for the number. Could you please help with that?
[AGENT][NEUTRAL] OK, what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 02294497.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. It's [PII] with an extension of [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] A member's first name, [PII] and the last name [PII]. His date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, showing his effective date is [PII]. He is active on the policy and no prior authorization is needed for this policy.
[CUSTOMER][NEUTRAL] Uh, patient is admitted as, uh, an inpatient emergency. So for this admission also authorization is not required, is that correct?
[AGENT][NEUTRAL] Oh, we don't require any prior authorization.
[CUSTOMER][NEUTRAL] Yeah. Thanks for the information, [PII]. Um, may I know the term date for this number?
[AGENT][NEUTRAL] Uh, there's no term date. We just show the policy has been active.
[CUSTOMER][NEUTRAL] Active since [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, thanks for the help. Uh, may I have the card reference number for this call?
[AGENT][NEUTRAL] If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Could you please spell your name for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, thanks for the help, [PII]. Have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL bye.