AccountId: 011433970860
ContactId: 852ca60d-2938-4537-a5c9-81fb012291af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123190 ms
Total Talk Time (AGENT): 33477 ms
Total Talk Time (CUSTOMER): 64992 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/852ca60d-2938-4537-a5c9-81fb012291af_20250128T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling on behalf of Memorial Hospital Free Services department. I just need to verify if this patient is active.
[AGENT][NEUTRAL] OK, I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] It is 02588456.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is first name is [PII], last name is [PII] and then [PII] [PII].
[AGENT][NEUTRAL] All right, thanks for that information, uh, [PII], and you're just wanting uh the eligibility dates?
[CUSTOMER][NEUTRAL] Uh, yes, and then if it requires an authorization if it's secondary to Aetna.
[AGENT][NEUTRAL] The policy effective date is [PII]. Uh, currently active at this time. Prior authorization is not required.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] OK awesome and then um yeah give me one second just to notate this and then my computer is running so give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] American public.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, effective [PII], no prior.
[CUSTOMER][NEUTRAL] Uh, required.
[CUSTOMER][NEUTRAL] Um, and then what was your name again?
[AGENT][NEUTRAL] [PII], first initial and last name is [PII].
[CUSTOMER][NEUTRAL] And then just a reference number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's the reference number for this call.
[AGENT][NEUTRAL] My name in today's state.
[CUSTOMER][POSITIVE] OK perfect alright awesome thank you so much.
[AGENT][POSITIVE] Alrighty, if no other questions, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.