AccountId: 011433970860
ContactId: 50a4acf5-3191-461c-b48c-68ee4d163584
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114260 ms
Total Talk Time (AGENT): 45169 ms
Total Talk Time (CUSTOMER): 53303 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/50a4acf5-3191-461c-b48c-68ee4d163584_20250102T22:43_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][POSITIVE] Hi, good afternoon, Ms. [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing wonderful. How about yourself?
[CUSTOMER][NEUTRAL] Pretty good, thank you. My name is [PII]. I'm calling from Memorial Hospital Miramar. I needed to verify this patient is active. We saw this patient on
[CUSTOMER][NEUTRAL] [PII], I needed to see if his policy was active.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that. [PII], can I have the policy number?
[CUSTOMER][POSITIVE] Yes, ma'am. It's 1481847 Mary [PII].
[AGENT][POSITIVE] Wonderful. And while I'm getting that policy loaded up, would you mind being able to provide me with a good callback number as well?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I appreciate that and your patient's first and last name and date of birth please?
[CUSTOMER][NEUTRAL] Uh, Mr. [PII], last name [PII], [PII].
[AGENT][POSITIVE] Wonderful thank you and your patient is current and active they've been effective with us since.
[AGENT][NEUTRAL] Oh my gosh, [PII].
[CUSTOMER][POSITIVE] Oh wow. OK.
[CUSTOMER][NEUTRAL] All right, um, and no office needed for any outpatient authorizations, right? Exams?
[AGENT][NEUTRAL] No, we don't need any pre-authorizations we'll just follow the major medical.
[CUSTOMER][NEUTRAL] OK, perfect. May I have a reference number for this call?
[AGENT][NEUTRAL] Oh, you betcha. It's gonna be my name, [PII], in today's date.
[CUSTOMER][NEUTRAL] OK. And can I put um the date that the patient was seen on [PII] or I have to put today's date?
[AGENT][NEUTRAL] Um, I think it's for your notes only, so I guess however you choose to do it.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your time. [PII].
[AGENT][POSITIVE] Hey, my pleasure. Thank you, [PII]. You take care. [PII] as well.
[CUSTOMER][NEUTRAL] Mm Bye-bye.
[AGENT][NEUTRAL] Bye bye.