AccountId: 011433970860
ContactId: 94689524-c24e-435a-afbf-b7eeebddd354
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111690 ms
Total Talk Time (AGENT): 44672 ms
Total Talk Time (CUSTOMER): 46009 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/94689524-c24e-435a-afbf-b7eeebddd354_20250505T14:18_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] Good morning. My name is [PII]. I'm calling from the preser department at Memorial Regional Hospital. I was calling to confirm eligibility for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII] and the member's ID number is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK. And I also needed to confirm if pre-authorization is required for an exams you have coming up?
[AGENT][NEUTRAL] Um, no, ma'am, no prior author pre-cert is required because we're not the major medical.
[CUSTOMER][POSITIVE] OK. All right, perfect. Well, thank you so much for your help. Have a great day.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Um, no, just a call reference number if it's available.
[AGENT][NEUTRAL] So there's no call reference number, um but you can use my name in today's date, and that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you once again for your help. Have a great day.
[AGENT][POSITIVE] You also, thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.