AccountId: 011433970860
ContactId: 9e442718-318b-4cae-ac7f-772816b4e5e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88239 ms
Total Talk Time (AGENT): 44672 ms
Total Talk Time (CUSTOMER): 38220 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/2025/03/17/9e442718-318b-4cae-ac7f-772816b4e5e9_20250317T19:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm with Southeast Iowa Regional Medical Center. I'm not quite sure if I'm in the right spot, but I have a mom who delivered a baby boy. Just need to know if there, if you guys require authorization for maternity stays.
[AGENT][NEUTRAL] Well, let's check. Um, what is your policy number, please?
[CUSTOMER][NEUTRAL] Uh, yeah, that is 018488-859.
[AGENT][POSITIVE] Thank you. And I'm sorry, I didn't catch your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Thank you. And what is the um insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] date of birth of [PII].
[AGENT][NEUTRAL] OK. And while I'm looking that up, if I could just have a callback number in case we're disconnected. Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you so much. This is a secondary or gap insurance. It went into effect on [PII]. It is active. Now, we don't require a pre-authorization, um, that would only be for her major medical. Uh, so [PII], the only thing that we would need is just, uh, when you do turn in the, the claim, it will be after you file through a major medical, but we do not need a, uh, a pre-authorization for something like this.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting ATL. There's nothing I can help with. Have a good day.