AccountId: 011433970860
ContactId: 78dc7a45-d61f-4812-83d4-47249d9f3e33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110819 ms
Total Talk Time (AGENT): 44722 ms
Total Talk Time (CUSTOMER): 50997 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/78dc7a45-d61f-4812-83d4-47249d9f3e33_20250306T13:12_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the utilization management department of North Memorial Hospital, calling to see if uh notify of an inpatient admission.
[AGENT][NEUTRAL] So you mean you're trying to authorize it or pre-cert?
[CUSTOMER][POSITIVE] Yes, preserve, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 02567481.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thanks for verifying that information, [PII]. um, under this policy, it's a limited hospital indemnity plan, um, pre-certification is not required for an inpatient stay.
[AGENT][NEUTRAL] For admission.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, so you said this is a limited indemnity plan?
[AGENT][NEUTRAL] A limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] Limited Limited hospitals. Let me make sure I just hospital.
[CUSTOMER][NEUTRAL] Indemnity.
[CUSTOMER][NEUTRAL] Plan no off needed. OK, um, is, is there a call reference number for this call, uh, [PII]?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] You'll, you'll use my name and today's date as your reference. It's [PII], and did you have any other questions I can help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nope, that's gonna be it. Thanks for your time and you enjoy your day.
[AGENT][POSITIVE] You too, thanks for calling APLNG have a good day.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] You too. Bye-bye