AccountId: 011433970860
ContactId: 3ff2706f-cfca-495a-990a-cb7848ae3c6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126230 ms
Total Talk Time (AGENT): 58975 ms
Total Talk Time (CUSTOMER): 44814 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/3ff2706f-cfca-495a-990a-cb7848ae3c6a_20250530T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I am calling with Merit Health Biloxi's authorization department and I'm trying to find out if an authorization is required for a patient.
[AGENT][NEUTRAL] OK Miss [PII], I can help you as far as uh seeing if authorization is needed. Can I please give you or get your callback number, ma'am just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII], [PII]. Uh, policy number is 02621960.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date is [PII], and this is just a limited benefit hospital indemnity plan and does not need prior authorization.
[CUSTOMER][NEUTRAL] OK. All right. So um if I could just get a call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] All right, well thank you so much. I appreciate your help on that.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is that everything I can help you with before we go, ma'am?
[CUSTOMER][NEUTRAL] Yes, that was all I needed. I was just trying to find out if they required an authorization or not.
[AGENT][POSITIVE] Yes, ma'am. OK. Well, you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.