AccountId: 011433970860
ContactId: 42f7fc63-3119-4e71-b589-32477e1bb8ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184460 ms
Total Talk Time (AGENT): 82382 ms
Total Talk Time (CUSTOMER): 86040 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/42f7fc63-3119-4e71-b589-32477e1bb8ad_20250616T22:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Good day. This is [PII], and I'm calling on behalf of the hospital Bay Medical Center to check if you guys any um require an authorization for observation stayed. Please know that this call will be monitored and recorded for quality and training purposes. Sorry, may I know the initial of your last name, please?
[AGENT][NEUTRAL] Yes ma'am, my last initial is [PII] and can you please uh give me your name?
[AGENT][NEUTRAL] And your call back number and the name of the facility you're calling from.
[CUSTOMER][NEUTRAL] Sure. It's [PII]. Last name initial is [PII], and I'm calling from Bailey Medical Center. My callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure. Patient's name is [PII]. Date of birth is [PII]. And their policy number is 02487866.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][NEUTRAL] Now um.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy did terminate on [PII], but let me look and see if she does have anything active with us. She does. Let me give you the good policy number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] You just let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, the policy number is 256-659-9.
[CUSTOMER][NEUTRAL] All right. So that's the active policy?
[AGENT][NEUTRAL] Yes, ma'am. The effective date is [PII] and the policy is current.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is just to verify benefits it's not a guarantee of payment. She does not need an authorization for this policy because this is not the major medical insurance.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All right. Thank you so much for that information, [PII]. Um, before I go, may I know the reference for our call today?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] All right, thank you so much for that information. You have a good day. Bye for now.
[AGENT][POSITIVE] You too [PII] bye bye you take care. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Mhm.