AccountId: 011433970860
ContactId: 57a43ec8-efd8-44d3-a004-f557adcb396d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168080 ms
Total Talk Time (AGENT): 83081 ms
Total Talk Time (CUSTOMER): 72721 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/57a43ec8-efd8-44d3-a004-f557adcb396d_20250602T16:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Bronson Methodist Hospital in [PII], and I have a patient. It looks like she just started with this insurance, and I need to know two things verify that she's, it's active and eligible, and if I need a prior authorization.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility and prior authorizations. And um you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII] My last name initial is [PII].
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnecting.
[CUSTOMER][NEUTRAL] Sure, my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, let's see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, policy is it 02619700? Does that sound like a good one?
[AGENT][NEUTRAL] Yeah, it sounds like a good 1 may I have the name and date of birth of the patient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now this is where it's gonna get, uh, I think her name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, perfect. Thank you.
[CUSTOMER][NEUTRAL] Uh, I don't know if I'm even close.
[AGENT][NEUTRAL] Exactly, yeah, you are. Um, let's see, so, um, let's see, for eligibility, we have an effective date of [PII]. It is active at the moment and this is one of our limited hospital indemnity policies. Um, what type of service is being run there for authorization?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] She's getting a, she's having a biopsy done.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] An outpatient hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The authorization is not gonna be required for this policy because it's a limited policy.
[CUSTOMER][NEUTRAL] Oh, no office is gonna be required, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is there a call reference I can use for my notes?
[AGENT][NEUTRAL] We don't have reference numbers. Now you can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] I was just gonna say yeah I just need the spelling of your name because I wasn't I think you said soul but I am not sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. That is correct. Yes. It's [PII].
[CUSTOMER][POSITIVE] [PII], OK, I'll use that. Thank you so much, so I hope you have a great week.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You're welcome. You as well, Miss [PII], and thank you for calling ATL. Have a good day. Good bye bye.
[CUSTOMER][NEUTRAL] OK, bye.