AccountId: 011433970860
ContactId: 27f0d6ed-453b-494f-9e1b-796070596e29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137089 ms
Total Talk Time (AGENT): 62829 ms
Total Talk Time (CUSTOMER): 59557 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/27f0d6ed-453b-494f-9e1b-796070596e29_20250523T17:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm calling from MUSC Health in [PII]. I have a patient that came through the ER and I was wondering, um, and now they're inpatient, do we need authorization for her?
[AGENT][NEUTRAL] Um, I can get that policy pulled up and double check. You said, um, she's in the emergency room going inpatient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can get that pulled up and take a look um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][NEUTRAL] OK, uh, then before we go any further, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] OK, um, I do have a member ID is 02475721.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And then uh what was the, uh, name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Um her legal name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then did you have her date of birth?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I see where it's [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that, Queen. Um, so this policy, it is a limited indemnity medical plan, um, no authorization is required for any procedure.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][POSITIVE] Alright, Miss [PII], thank you so much for your time.
[AGENT][NEUTRAL] Sure, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] I think that's
[CUSTOMER][NEUTRAL] No, no, do you have a reference number for the call or is it just your name and date of birth? I mean, date of the date.
[AGENT][NEUTRAL] OK, there's a lot of dates
[CUSTOMER][NEUTRAL] Your reference number
[AGENT][NEUTRAL] Um, the reference number would be I had someone going data service. I was like no.
[AGENT][NEUTRAL] Um, it would be my first name, last initial, and today's date. Um, so my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, and then the day state OK.
[AGENT][NEUTRAL] Yes, alright.
[CUSTOMER][POSITIVE] Alright, thank you Ms. [PII]. I really appreciate it. You have a good day and a good holiday. Alright thank you bye bye.
[AGENT][POSITIVE] Of course, thanks for giving us a call you too thank you bye bye.