AccountId: 011433970860
ContactId: 74d75be8-4988-4fd8-9d20-2893bd5f382d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187399 ms
Total Talk Time (AGENT): 57999 ms
Total Talk Time (CUSTOMER): 64649 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/74d75be8-4988-4fd8-9d20-2893bd5f382d_20250529T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to check to see if um an authorization is required for an observation stay.
[AGENT][POSITIVE] OK, I can help you with uh benefits. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, it is [PII] option 4.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02221082.
[AGENT][NEUTRAL] And was it 3 2s at the beginning?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just wanna make sure.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, patient's name is [PII], and I have date of birth [PII].
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Policy 2221082.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not showing that person under this policy.
[CUSTOMER][NEUTRAL] Huh
[CUSTOMER][NEUTRAL] Um, let me just double check. Let me take a look at their card.
[CUSTOMER][NEUTRAL] Make sure all that matches up.
[CUSTOMER][NEUTRAL] Yeah, so I have [PII].
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Let me see, do you have?
[CUSTOMER][NEUTRAL] And I have the policy number 02221072.
[AGENT][NEUTRAL] 0, 72. I thought you said 82. I'm sorry.
[AGENT][NEUTRAL] And what was the date of birth again?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing that this policy is active with an effective date of [PII] and you're wanting to know about the benefits for outpatient?
[CUSTOMER][NEUTRAL] I'm wanting to know if um an authorization is required for an observation day.
[AGENT][NEUTRAL] OK, now we will not need pre-authorization.
[CUSTOMER][NEUTRAL] OK, and then can I get the spelling of your first name?
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][POSITIVE] Thank you, that's all that I needed and you have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.