AccountId: 011433970860
ContactId: 3288f22f-30c6-4e5d-aafd-707f9ba2265c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164119 ms
Total Talk Time (AGENT): 57016 ms
Total Talk Time (CUSTOMER): 79248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/3288f22f-30c6-4e5d-aafd-707f9ba2265c_20250213T13:44_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from MUSC Heart and Vascular. I'm trying to get some um.
[CUSTOMER][NEUTRAL] Uh, verification eligibility and also if this patient needs a pre-op for a, uh, procedure ordered by the doctor, can you help me with that?
[AGENT][NEUTRAL] I can, yes, I can. What is that policy number, please?
[CUSTOMER][POSITIVE] Yes ma'am, it is, oh, it just kicked me out of the system. Hold on for one second. I'm so sorry.
[AGENT][NEUTRAL] No, that's fine.
[CUSTOMER][NEUTRAL] OK, Ms. [PII], where are you?
[CUSTOMER][NEUTRAL] OK, here she is.
[CUSTOMER][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] Is 023-72298.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Ms. [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you and is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] I appreciate that. Thank you. That policy went into effect on [PII]. It is active. Now, um, well, this is a, a limited liability policy. So what it does is it will pay a limited benefit for the services that are covered, but there's not a pre-authorization that is, that is required. Now you can send one in, but a pre-op is not required for this policy.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, but it like it says it's limited, so it might pay it might not, we don't know yet.
[AGENT][POSITIVE] That's correct. Yeah, that's correct.
[CUSTOMER][NEUTRAL] OK, well, that's fine. I mean, as long as we don't need a pre-op, uh, let me put here you said [PII], right?
[AGENT][POSITIVE] That's correct, yes, and it, it is still active.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Awesome thank you very much I really appreciate you say your first name again?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date as a reference. Is there anything else at all that I can tell you about this policy?
[CUSTOMER][POSITIVE] Oh no, [PII], you've been great. I'm actually writing it down so I know going further that there's no, uh, pre-op for echocardiogram, so I'll do that.
[AGENT][NEUTRAL] OK great well if you do have any questions, please just let us know.
[CUSTOMER][POSITIVE] Alright, thank you very much and you have a great day.
[AGENT][POSITIVE] Mhm thanks for contacting API.