AccountId: 011433970860
ContactId: 3bd21a3d-9167-40b7-8105-0f3d30cc2f8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171449 ms
Total Talk Time (AGENT): 73646 ms
Total Talk Time (CUSTOMER): 63639 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/3bd21a3d-9167-40b7-8105-0f3d30cc2f8f_20250113T20:12_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I was calling to try to get an inpatient ER admin authorization on file started.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, sure. I can assist you with the information you need for the ER. And may I have um your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] Sure. Um.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 556.
[CUSTOMER][NEUTRAL] 132.
[CUSTOMER][NEUTRAL] M as in Mary, L as in long, 7.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. Um, we have an effective date of [PII] and it is active at the moment. This is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] So authorization is not gonna be required. Um, we follow primary and we do cover um ER visits and it's gonna be based off the outpatient maximum which is $500 per year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So no um office needed for the inpatient admin?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your family.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Do you have a reference number for this phone call?
[AGENT][NEUTRAL] We don't have a reference numbers you can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is it [PII] for your name?
[AGENT][NEUTRAL] Yes, [PII] last initial [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] Perfect awesome thank you so much for your help.
[AGENT][POSITIVE] You're welcome, Mr. and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Please help us improve our services by providing feedback on your interaction. Please press 1 to participate in a 3-minute post-call survey. Otherwise, please remain on the line.