AccountId: 011433970860
ContactId: 1f61eb50-8755-4347-a806-d94e5d47e722
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262929 ms
Total Talk Time (AGENT): 91811 ms
Total Talk Time (CUSTOMER): 63807 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/1f61eb50-8755-4347-a806-d94e5d47e722_20250619T16:16_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] Yeah, hi, I was calling from um we are an inpatient acute rehab hospital, and one of your members is trying to get to our inpatient acute rehab hospital, and they gave us this insurance and so we're just trying to figure out what it is we need to do to get them to our hospital. We don't need, we don't know if there's like any authorization that is needed.
[CUSTOMER][NEUTRAL] So that's why I'm calling.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Got you. OK, sure, I can assist you with that information. May I have your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you. And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the name of the facility?
[CUSTOMER][NEUTRAL] It's called Ohio Health Rehabilitation Hospital.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm it's 724-419.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm. [PII], it's [PII].
[AGENT][NEUTRAL] OK, thank you. All right, Miss [PII], let me go ahead and pull his benefits really quick just to make sure um it is a cover service before I give you anything else, any other information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK um.
[AGENT][NEUTRAL] OK, here we come.
[AGENT][NEUTRAL] Let me um go to the confinement benefit because it doesn't say anything about rehab, so let me double check to make sure, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] OK, so based on the information that I have found and that I have um read, it doesn't have any benefits for rehabilitation. Um, the only thing I see here is for inpatient hospital for sickness or accidents.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but I don't see anything related to rehabilitation, so authorization is not gonna be required, but it doesn't seem to be a cover service either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what I need to know. Can I get a reference number for this call?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, sure, if you wanna spell your name, yep.
[AGENT][NEUTRAL] Sure. That's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Awesome. OK, thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] You're welcome, Miss, and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.