AccountId: 011433970860
ContactId: 4adb4e4e-f143-4a70-8e49-e3075a647a28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90360 ms
Total Talk Time (AGENT): 33711 ms
Total Talk Time (CUSTOMER): 38829 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/4adb4e4e-f143-4a70-8e49-e3075a647a28_20250124T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII], my name's [PII]. I'm calling with Mercy Hospital Saint Louis. Uh, [PII], I have a patient, uh, who's inpatient in our facility. I'm just calling to see if this plan requires any kind of notification or pre-op.
[AGENT][NEUTRAL] OK. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] It's [PII] last initial [PII], yes.
[AGENT][NEUTRAL] OK, and did you say this is for outpatient or inpatient?
[CUSTOMER][NEUTRAL] This is impatient.
[AGENT][NEUTRAL] OK, you're wanting to know if it requires a prior authorization?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] And her policy number is 01828796.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Our phone is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, this is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information. Um, I'm showing the policy effective date is [PII]. This policy is active at this time. Prior authorization is not required.
[CUSTOMER][NEUTRAL] Not required for inpatient, OK, alright, thanks [PII].
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] You're welcome. Any other questions, [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's all, thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][NEUTRAL] Bye bye.