AccountId: 011433970860
ContactId: 76e2e2d5-a112-4edd-a62a-3aca7adedf2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123250 ms
Total Talk Time (AGENT): 60258 ms
Total Talk Time (CUSTOMER): 41702 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/76e2e2d5-a112-4edd-a62a-3aca7adedf2a_20250422T20:24_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Valley Regional Medical Center. I'm trying to see if I can, um, verify eligibility for a patient and if authorization is required for an inpatient stay.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility and authorization for inpatient and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] Oh, my name is [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, policy number I have is 01868782.
[AGENT][NEUTRAL] All right. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. OK, so we have an effective date of [PII]. It is active at the moment and this is a secondary supplemental plan to the major medical. So authorization is not gonna be required for an inpatient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there a reference number for this call by any chance?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Oh yes please can I have the spelling of your name?
[AGENT][NEUTRAL] Sure, yes. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Perfect. Well, thank you so much. I really appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye.