AccountId: 011433970860
ContactId: 275455c9-0313-4413-99f1-66730a50b543
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130910 ms
Total Talk Time (AGENT): 56170 ms
Total Talk Time (CUSTOMER): 41438 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/275455c9-0313-4413-99f1-66730a50b543_20250603T14:34_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] Hello, Ms. [PII]. My name is [PII] and I'm calling from Saint Henley Parish Hospital to verify a member is eligible and determine if prior authorization is needed.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility and prioritization. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, sir. [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] My policy number is 02490512.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, let me see if I have a new policy. Looks like this one is terminated. Bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't have any policy. This one was effective from [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] Uh terminated on [PII].
[CUSTOMER][NEUTRAL] All right. And is there a call reference number I can use today?
[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, Mister [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am. We will spell your name?
[AGENT][NEUTRAL] Sure. That's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, [PII].
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.