AccountId: 011433970860
ContactId: 44cf5191-1aa3-45eb-a359-22522dee712b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146440 ms
Total Talk Time (AGENT): 61135 ms
Total Talk Time (CUSTOMER): 53486 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/44cf5191-1aa3-45eb-a359-22522dee712b_20250325T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] with Memorial Healthcare Systems, and I'm calling to verify eligibility and to check if authorization is needed for an exam.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, Ms. [PII], I can help you with eligibility and authorization. Can I get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It is Memorial Hospital, Pembroke.
[AGENT][NEUTRAL] And the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] You, uh, you, yeah, yes.
[CUSTOMER][NEUTRAL] I'm getting tongue twisted.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeia, something that like [PII]. The birthday is [PII].
[AGENT][NEUTRAL] Yeah, no 3.
[CUSTOMER][NEUTRAL] It's [PII] and the last name is [PII], [PII], and the ID number is 02543182ML8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that Yea does have an active policy and her effective date is [PII] and no authorization is needed. This is the supplemental and not the primary, so you won't need an authorization for this.
[CUSTOMER][NEUTRAL] OK, give me just one second.
[CUSTOMER][NEUTRAL] And [PII], can I have the first initial of your last name?
[AGENT][NEUTRAL] Yes, ma'am, it's A.
[CUSTOMER][NEUTRAL] Do you have a call reference or no?
[AGENT][NEUTRAL] You can use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your time.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it. Thank you. You've been a great help. Have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too, Ms. [PII] and thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Alright thank you bye bye.