AccountId: 011433970860
ContactId: 8513072b-91c4-45a0-8414-807befcea7f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223580 ms
Total Talk Time (AGENT): 110858 ms
Total Talk Time (CUSTOMER): 66880 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/8513072b-91c4-45a0-8414-807befcea7f8_20250331T17:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, uh, [PII], I'm calling from Mercy Hospital. I'm trying to check the benefits for a patient for outpatient services and also to see if an authorization is required.
[AGENT][NEUTRAL] OK, I can help you with the benefits and the authorization can I please get name and your call back number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. Last name initial is [PII] and the callback number is [PII].
[CUSTOMER][NEUTRAL] And can I have your name as well please?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] And 7
[AGENT][NEUTRAL] And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, [PII], can I have your last name initial as well, please?
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] Thank you. OK, so the patient's name is uh [PII]
[CUSTOMER][NEUTRAL] [PII]. And uh date of birth is [PII].
[CUSTOMER][NEUTRAL] A member's ID would be.
[CUSTOMER][NEUTRAL] One moment please. 02576527.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is.
[AGENT][NEUTRAL] Pulling up for us.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh this is just to verify benefits. It's not a guarantee of payment. This is a limited uh hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see if she has anything for outpatient.
[AGENT][NEUTRAL] She has benefits that help with uh outpatient accident or sickness treatment in an ER urgent care center or physician's office that pays $100.
[CUSTOMER][NEUTRAL] That's $100 OK.
[AGENT][NEUTRAL] And um let me see let me see if any pre-authorization I'll need to uh transfer you on over to multi plan so you can check to see if you're in the provider network for pre-authorization. I'm gonna give you that phone number it's [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'm gonna go ahead and transfer you over, but you have the number just in case something happens and the call gets disconnected, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK, you're very welcome. Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, Miss
[CUSTOMER][POSITIVE] No, that would be all, thank you.
[AGENT][POSITIVE] You're welcome Miss [PII] you have a day and thanks for calling.
[CUSTOMER][POSITIVE] Thank you, you too.
[CUSTOMER][NEUTRAL] For questions about your