AccountId: 011433970860
ContactId: 21dc43f8-bd3f-45af-81a5-8aae8450d793
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105089 ms
Total Talk Time (AGENT): 46730 ms
Total Talk Time (CUSTOMER): 35989 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/21dc43f8-bd3f-45af-81a5-8aae8450d793_20250327T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at Corwell Health. Um, I just need to check eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on benefits and eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, I have.
[CUSTOMER][NEUTRAL] 02555967
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date on this is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um is there a pre-cert needed for anything?
[AGENT][NEUTRAL] No, no, no prior authorization is needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, I think that was it. Do you guys do call reference numbers?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with my last initials in today's date. My name again is [PII], which is [PII] and then my last initial is [PII].
[CUSTOMER][POSITIVE] OK. OK, great, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.