AccountId: 011433970860
ContactId: 5127f30c-d512-4fea-aadf-f7bbfae02263
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117410 ms
Total Talk Time (AGENT): 42836 ms
Total Talk Time (CUSTOMER): 47699 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/5127f30c-d512-4fea-aadf-f7bbfae02263_20250613T20:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. Last name initial is [PII] I'm calling on a recorded line from Princeton Baptist Medical Center. I was calling to verify eligibility for a patient and to see if authorization is required.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] That is, 1 2nd.
[CUSTOMER][NEUTRAL] Let me get it. I'm sorry, it was just right in front of me. One second.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] That policy number is 02455054.
[AGENT][NEUTRAL] Thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And Miss [PII], verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And I'm showing his effective date is [PII]. Policy is active and as far as uh prior authorization is not required on this policy.
[CUSTOMER][NEUTRAL] There's no authorization required for anything?
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][NEUTRAL] OK, and for my notes spell your first name, last initial please.
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Thank you, [PII]. What would be our call reference number please?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it. Enjoy the rest of your day.
[AGENT][POSITIVE] You too. Thanks for calling APL. Have a great weekend.