AccountId: 011433970860
ContactId: 5796bce9-3dce-42dd-a316-ab0ee308bf16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127239 ms
Total Talk Time (AGENT): 44399 ms
Total Talk Time (CUSTOMER): 56077 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/5796bce9-3dce-42dd-a316-ab0ee308bf16_20250325T14:58_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, hi, good morning, [PII]. My name is [PII]. I'm calling from Memorial Hospital Pre Services department. I was calling to check the patient's eligibility and benefits.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, callback number will be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have here 02473033 M as in Mary, L as in Lima, A as in Alpha.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth I have here is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] I'll pay you.
[AGENT][NEUTRAL] OK, and do show the per day maximum for outpatient is $300.
[CUSTOMER][NEUTRAL] Perfect authorization is required, correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Perfect. Let me one moment. Is there any group number to her plan just in case to add it here to her file?
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Group number is 23143.
[CUSTOMER][POSITIVE] 23143 perfect OK.
[CUSTOMER][NEUTRAL] OK, and can I get the first letter of your last name and the uh reference number to this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No thank you so much for your time. I hope you have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.