AccountId: 011433970860
ContactId: 7177d3c9-7c4a-493f-877b-785fe83d6bab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102750 ms
Total Talk Time (AGENT): 38598 ms
Total Talk Time (CUSTOMER): 51070 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/7177d3c9-7c4a-493f-877b-785fe83d6bab_20250122T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling with Baptist Medical Center on a recorded line. I'm actually calling in reference to a patient, um, one of your members that scheduled for a procedure, and I'm trying to see if authorization is required for this procedure.
[AGENT][POSITIVE] OK, I'm happy to check on that. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I do. It is 0 0181.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3090 M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] And the number 8
[AGENT][POSITIVE] Thank you so much. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] Thank you so much. So the member's plan is active. The effective date is [PII]. We are the secondary insurance, so no pre-authorization is required. Um, it's just gonna cover deductible copay, coinsurance that their primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, that's all I need to know, um, and I'll go ahead and note that and what was your name again?
[AGENT][NEUTRAL] My name is [PII], that's spelled [PII], yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much [PII] for that information.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.