AccountId: 011433970860
ContactId: 26124918-351e-4be4-af54-a4ea6c680d68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124860 ms
Total Talk Time (AGENT): 63946 ms
Total Talk Time (CUSTOMER): 44276 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/26124918-351e-4be4-af54-a4ea6c680d68_20250411T20:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the Memorial Preservices department. How are you today?
[AGENT][POSITIVE] I'm good, thank you. How about you, Ms [PII]?
[CUSTOMER][POSITIVE] I'm doing well thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm giving you a call because I'm trying to confirm if the patient's um plan is active and if so if authorization would be required for uh outpatient exams.
[AGENT][POSITIVE] OK, thank you. And may I have your call back number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, of course. Policy number 01673442ML8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect. Thank you, Miss. OK, you said you need eligibility and authorization for outpatient exams. All right. So we have for eligibility um effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Authorization is not gonna be required because we're just the secondary. Do you need benefit information?
[CUSTOMER][POSITIVE] No, that was everything I needed thank you so much. Do you happen to have a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] I'll take the spelling, please.
[AGENT][NEUTRAL] OK, that's [PII]. That's initial [PII].
[CUSTOMER][POSITIVE] Thank you so much you have a great weekend.
[AGENT][POSITIVE] You're welcome. You as well, Miss [PII], and thank you for calling ATL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][POSITIVE] Thank you. Bye.