AccountId: 011433970860
ContactId: 3a785c32-8de8-4690-94de-95a4161cc797
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141800 ms
Total Talk Time (AGENT): 49762 ms
Total Talk Time (CUSTOMER): 56312 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/3a785c32-8de8-4690-94de-95a4161cc797_20250519T19:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] calling from facility to initiate authorization for outpatient emergency admission.
[AGENT][NEUTRAL] Are you needing to check on benefits?
[CUSTOMER][NEUTRAL] Uh, to create authorization for observation.
[AGENT][NEUTRAL] None of our plans require prior authorization.
[CUSTOMER][NEUTRAL] Uh-huh. At the same time, I need to check the numbers you have active coverage or I need you. May I know that?
[AGENT][NEUTRAL] Yeah, what's the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 025.
[CUSTOMER][NEUTRAL] 87157
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh-huh, yeah, sure. The patient name is, it's [PII] and the date of birth is [PII]. I'm so sorry, the date of birth is [PII].
[AGENT][NEUTRAL] Patient is active. Effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not.
[AGENT][NEUTRAL] The patient's inpatient benefit amount for the calendar year is 2500 and their outpatient is per calendar day, which is 500 per day.
[CUSTOMER][POSITIVE] Mhm. That's great. Thank you so much. Could you please spell your name for me?
[AGENT][NEUTRAL] [PII] and the last initial of my name is [PII].
[CUSTOMER][NEUTRAL] Your name spelling is [PII], right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][POSITIVE] That's great. Can I get the call reference number for this call?
[AGENT][NEUTRAL] Call reference is my name with my last initial and today's date.
[CUSTOMER][POSITIVE] Uh, thank you so much for that. And thank you so much for your great assisting. Have a great day, ma'am. Bye-bye. Take care.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Yes.