AccountId: 011433970860
ContactId: 68acf4f0-f194-453a-9f9e-d1b5b10df99e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230449 ms
Total Talk Time (AGENT): 81899 ms
Total Talk Time (CUSTOMER): 89451 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/68acf4f0-f194-453a-9f9e-d1b5b10df99e_20250122T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], my name is [PII]. I am with Baptist Health Deaconess. I'm trying to see if a prior off is required on a patient.
[AGENT][NEUTRAL] OK, I think she tried to call transfer you just a minute ago, but it disconnected somehow.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Give me 1 2nd and I'll get the uh-huh.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] They are you trying to transfer me to the 90 degrees?
[AGENT][NEUTRAL] No, no, no, no, no, they were transferring you to APL but we got disconnected.
[AGENT][POSITIVE] And so she transferred you back to us yeah so you're in the right place.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, give me one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I know on the ID card that you have at least it begins with a D, which is for 90 degree, but they may have a policy with APL as well. Can you spell the patient's first and last name for me and I could search that way.
[CUSTOMER][NEUTRAL] Um, yes, the patient's first name is [PII] Last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what state does the patient reside?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can you verify [PII]'s date of birth and her complete mailing address?
[AGENT][NEUTRAL] If you have it.
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] I have it uh.
[CUSTOMER][NEUTRAL] Sorry, I just gotta get back over to that page. Date of birth is April.
[AGENT][NEUTRAL] You're fine. No, no rush.
[CUSTOMER][NEUTRAL] Um, [PII], the mailing address we have on file is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that for me and you're needing outpatient facility benefits?
[CUSTOMER][NEUTRAL] Yes, I was needing to see if uh authorization is required, yes.
[AGENT][NEUTRAL] For an outpatient facility benefit?
[CUSTOMER][NEUTRAL] It's for a surgery.
[AGENT][NEUTRAL] So are you calling on behalf of the facility or the professional fee?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] For the surgeon's charge.
[CUSTOMER][NEUTRAL] Well, I do the authorization for both the facility and the and the surgery. I do it for both.
[AGENT][NEUTRAL] OK, OK, so, OK, so service, uh, in a hospital under this policy is not covered pre-cert or pre-op is not required.
[CUSTOMER][NEUTRAL] OK, pretty sure it's not required for um.
[AGENT][NEUTRAL] It's not required.
[CUSTOMER][NEUTRAL] Outpatient surgery.
[AGENT][NEUTRAL] Yeah, it's not required.
[CUSTOMER][NEUTRAL] OK, alright, and you said your name was [PII]?
[AGENT][NEUTRAL] Uh huh. [PII], first initial of my last name is [PII] and [PII], what's a good phone number for you?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, did you have any other questions?
[CUSTOMER][NEUTRAL] Uh, did I just use your name as a reference number for the call?
[AGENT][NEUTRAL] Yes ma'am my name in today's date.
[CUSTOMER][POSITIVE] Today's [PII]. OK, alright, thank you so much [PII]. I hope you have a great week.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You too, thanks for calling ATM, [PII] have a good day.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] You too.