AccountId: 011433970860
ContactId: 41de22b0-03cd-4f44-9257-1d525acddb6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106760 ms
Total Talk Time (AGENT): 39969 ms
Total Talk Time (CUSTOMER): 43230 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/41de22b0-03cd-4f44-9257-1d525acddb6a_20250611T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I'm calling from Memorial's Preservices department. I was calling to confirm eligibility for a patient.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Callback number is [PII]. And the ID number is 01951798 M as in Mary, L as in Louis 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You were calling in for eligibility for this member I can assist you with that. I'm pulling that up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And it does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, I also needed to confirm if prior authorization is required for any outpatient hospital procedures.
[AGENT][NEUTRAL] No priors required.
[CUSTOMER][POSITIVE] OK, ma'am. Well, thank you so much for your help. Is there a call reference number available?
[AGENT][NEUTRAL] The call reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you once again for your help. Have a great day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII]. Have a great day as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.