AccountId: 011433970860
ContactId: 36e99cb7-3c14-4785-89ee-e11461dcf1d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135000 ms
Total Talk Time (AGENT): 60128 ms
Total Talk Time (CUSTOMER): 51382 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/36e99cb7-3c14-4785-89ee-e11461dcf1d2_20250625T16:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the Memorial Hospital Preservices department. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you. I'm giving you a call because I'm trying to confirm if a patient's plan is active and also if authorization is required.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with eligibility. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02361574 M like Mike L like Lima 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, of course, can you.
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. And would authorization be required for an outpatient CT scan?
[AGENT][NEUTRAL] Um, no, ma'am. Authorizations are not required under this policy because this policy is for secondary gap insurance and we go by the primary insurance guidelines. So an author, we wouldn't require an authorization.
[CUSTOMER][POSITIVE] Thank you so much. Do you happen to have a call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] My last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that was everything. You have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL and bye.
[CUSTOMER][POSITIVE] Thanks. Bye.
[AGENT][NEUTRAL] Mhm.