AccountId: 011433970860
ContactId: 7781e01b-63cf-4e02-ae08-d4d1ae8b1f35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94430 ms
Total Talk Time (AGENT): 42738 ms
Total Talk Time (CUSTOMER): 38186 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/7781e01b-63cf-4e02-ae08-d4d1ae8b1f35_20250319T17:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning, good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling with Mayo Clinic on a recorded line for quality assurance. I have a patient that I need to eligibility, and I need to see if authorizations required, please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I have um 02583590.
[AGENT][POSITIVE] Thank you so much. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on this policy and with this policy, it's a secondary supplemental, so we don't require any prior authorization.
[CUSTOMER][NEUTRAL] Oh, it's a supplemental plan, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alrighty, do you guys have call reference numbers?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK great thank you for your time.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day, Miss [PII].
[CUSTOMER][NEUTRAL] All right. You too. Bye-bye.
[AGENT][NEUTRAL] Bye