AccountId: 011433970860
ContactId: 3ca329fa-18ae-49a9-8037-f698d5359154
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106620 ms
Total Talk Time (AGENT): 48238 ms
Total Talk Time (CUSTOMER): 46698 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/3ca329fa-18ae-49a9-8037-f698d5359154_20250102T22:29_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][POSITIVE] Hey [PII] how are you doing today?
[AGENT][POSITIVE] I'm doing wonderful. How about yourself?
[CUSTOMER][NEUTRAL] Alright, I am calling. My name is [PII]. I'm calling from Piedmont Athens Regional Medical Center. I am attempting to verify benefits and to see if prior authorization is required for a CCC code for a patient, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK, let me help you with that, my friend. What is the policy number?
[CUSTOMER][NEUTRAL] I'm showing that to be 01640969 for Miss [PII].
[AGENT][NEUTRAL] Perfect, and her date of birth?
[CUSTOMER][NEUTRAL] And date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. All right. She is current and active with us. Are you looking for inpatient or outpatient benefits today?
[CUSTOMER][NEUTRAL] Outpatient?
[AGENT][NEUTRAL] Outpatient perfect so her plan does not require any prior authorization, um, your patient does have an outpatient benefit with us of $1500 per calendar day.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I do wanna let you know any benefit information I give you over the phone is just a verification of coverage and every guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what other information can I help you with, my friend?
[CUSTOMER][NEUTRAL] So I went
[CUSTOMER][NEUTRAL] OK, I heard you been no proof that required, and you have a $1500 benefit per day, is that correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] No preset required and do you have a car reference number for me?
[AGENT][NEUTRAL] Yeah, you betcha. It's gonna be my name, [PII], first initial, last name, B like boy in today's date.
[CUSTOMER][POSITIVE] Thank you so very much and I hope you have a wonderful day. Thank you.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Bye bye.