AccountId: 011433970860
ContactId: 6c2ee16d-6c2e-4fd7-b227-d6f375d7de32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121639 ms
Total Talk Time (AGENT): 47709 ms
Total Talk Time (CUSTOMER): 49020 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/6c2ee16d-6c2e-4fd7-b227-d6f375d7de32_20241230T21:06_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I just need to get a little bit of information on a member who is it was inpatient in our hospital.
[AGENT][NEUTRAL] OK, you just need benefit information or checking on claim status?
[CUSTOMER][NEUTRAL] Um, I need, I guess I need benefit information and I need to find out if like an authorization is required for that inpatient admission.
[AGENT][NEUTRAL] OK, I can help you with that and may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] Sure, my name is [PII], and I'm calling with SSM Health Cardinal Glenn and Children's Hospital.
[AGENT][NEUTRAL] Thank you. And [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Absolutely that's [PII].
[AGENT][NEUTRAL] Thank you. And do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I do. That is going to be.
[CUSTOMER][NEUTRAL] 01828763 and that's for [PII].
[AGENT][NEUTRAL] Thank you. And that was 01828763?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And may I have the patient's date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, I do show this is meddling coverage, so it is secondary. I do show the coverage is currently active, effective [PII]. This plan covers inpatient up to 5000 per calendar year. Since this coverage is secondary, pre-authorization is not required. And I just must advise that this is just a verification of coverage and benefits. It does not guarantee payment.
[CUSTOMER][POSITIVE] Perfect. Alrighty, well then that is all that I needed. Thank you so much for your time.
[AGENT][POSITIVE] You're welcome. Thanks for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Things