AccountId: 011433970860
ContactId: 836904f8-a6bd-47d9-950f-60d235e1b027
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86370 ms
Total Talk Time (AGENT): 39720 ms
Total Talk Time (CUSTOMER): 31060 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/836904f8-a6bd-47d9-950f-60d235e1b027_20250214T15:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from uh West Tennessee Healthcare Henry County Hospital, and I have a patient that has, um, this insurance, I think, um, secondary to their primary. I just need to verify and if if it is required research.
[AGENT][NEUTRAL] OK. Well, I can definitely help you with the um pre-certification and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy is 02319989.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so no, there's no prior authorization or pre-set required because we're not a major medical insurance.
[CUSTOMER][NEUTRAL] And she is an FX still, right?
[AGENT][NEUTRAL] Yes, um, the policy has been active since [PII].
[CUSTOMER][NEUTRAL] Uh, do I need a reference number or just your name?
[AGENT][NEUTRAL] Um, the reference number would be my name and today's date, the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thanks [PII], you have a great rest of the day.
[AGENT][POSITIVE] You also, [PII], thanks for calling [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.