AccountId: 011433970860
ContactId: 360459ec-a2a0-4bf5-95fe-71d9f46a3cd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112849 ms
Total Talk Time (AGENT): 52186 ms
Total Talk Time (CUSTOMER): 47239 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/360459ec-a2a0-4bf5-95fe-71d9f46a3cd2_20250312T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] speaking. Um, I am calling from a hospital facility. I'm calling to, I guess first I need to find out if the patient is eligible for coverage, and then I need to check um if a call requires authorization.
[AGENT][NEUTRAL] OK, I can help you. uh, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It is 02493550.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information for me, [PII]. So we're going to verify the effective date if it's active and then you need to know whether prior authorization is required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Correct, and if so, if there's one on file already for the patient.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, thank you. So I'm showing the policy effective date is [PII]. Uh, the policy is active at this time and prior authorization is not required.
[CUSTOMER][NEUTRAL] OK, for any codes.
[AGENT][NEUTRAL] For yeah this policy doesn't require prior off because it's secondary to the major medical plan.
[CUSTOMER][NEUTRAL] Right, I do see that. I just want to make sure. OK, not a problem. Um, can I please just get your name and a call reference number?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You'll use my name in today's date is your reference. [PII], first initial last name is [PII]. And did you have any other questions?
[CUSTOMER][POSITIVE] No ma'am, thank you so much for your help.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh, bye-bye.