AccountId: 011433970860
ContactId: 432bbd2f-c310-416e-b4ff-404454503682
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109169 ms
Total Talk Time (AGENT): 49019 ms
Total Talk Time (CUSTOMER): 52356 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/432bbd2f-c310-416e-b4ff-404454503682_20250506T18:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from West Kendall Baptist Hospital. Um, I had already spoke to someone and verify the benefits and eligibility. I just forgot to ask, this is a gap to a secondary insurance. Um, does it require a prior authorization for a patient being admitted in the hospital?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, go ahead and give me a policy number and your name and let me double check that for you.
[CUSTOMER][NEUTRAL] OK. My name is [PII], and the policy number I have here is 02255827ML8.
[AGENT][POSITIVE] Alright, [PII], thank you for that and let me get that pulled up real quick while I'm pulling this up. Go ahead and give me a good return telephone call number just in case we get disconnected. It is storming here.
[CUSTOMER][NEUTRAL] It's OK. [PII].
[AGENT][NEUTRAL] Alrighty, uh, [PII], thank you for that information. Now your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patience. So name is [PII], and date of birth I have [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that, [PII]. Looks like [PII] is the insured on this medical supplemental plan, and you did say you're just checking to make sure that inpatient didn't require pre-cert, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Yes, it does not.
[CUSTOMER][POSITIVE] It does not. OK. OK, perfect. Thank you so much.
[AGENT][NEUTRAL] Let me. Yes, ma'am. Is that all I can help you with?
[CUSTOMER][POSITIVE] Yes, that'll be everything. Thank you for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, and thanks for calling APL [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.