AccountId: 011433970860
ContactId: 8b251825-c159-400d-9da0-8c0f363ee862
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116180 ms
Total Talk Time (AGENT): 39154 ms
Total Talk Time (CUSTOMER): 47019 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/8b251825-c159-400d-9da0-8c0f363ee862_20250606T20:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII] calling from Memorial Regional Hospital. I'm just calling to check on eligibility and to see if prior authorization is required for a patient.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I can verify liability for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Looks like it is 01982592 M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Uh, do you have a callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you and give me a moment, patient's name, date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Looks like patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy and pre-cert or prior authorization is not covered under this plan or is not required under this policy.
[CUSTOMER][POSITIVE] Oh beautiful. All right. Thank you so much. Um, can I just get a reference number for this call, please? And your name?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It's [PII] last initial [PII] and as far as reference, you can use my name and today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much, [PII] for your help. Take care.
[AGENT][POSITIVE] You too, thanks for calling APL bye.
[CUSTOMER][NEUTRAL] All right bye bye.