AccountId: 011433970860
ContactId: 9ea5bd03-4884-4ed2-9d0b-92b75eeef46b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199710 ms
Total Talk Time (AGENT): 82714 ms
Total Talk Time (CUSTOMER): 60892 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/9ea5bd03-4884-4ed2-9d0b-92b75eeef46b_20250115T16:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. First letter to my last name is [PII]. I'm calling for uh to request authorization for outpatient surgery.
[AGENT][NEUTRAL] OK, sure. I can assist you with authorization. And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have an employee ID number, group number.
[AGENT][NEUTRAL] Mm, it's gonna be the policy certificate number, outpatient policy certificate.
[CUSTOMER][NEUTRAL] Mm, it's not on this, it's a 90 degree benefit card.
[AGENT][NEUTRAL] Oh, got you. Um hmm.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I know last time they looked it up with the first and last name and date of birth when I did it for benefits.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, let me have that. Let me have the spelling of the last name.
[CUSTOMER][NEUTRAL] Uh, the first name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. And what is her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. All right. I got her pulled up. And you said you need authorization for outpatient surgery. Um, let me check and see if it's something that we cover under this policy. And this is, uh, the surgery is gonna take place in an outpatient facility or or office.
[CUSTOMER][NEUTRAL] Yes, it's gonna be done at an outpatient hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, OK, so authorization is not gonna be required because this is a limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK, cause it's a limited, you said it's unlimited.
[AGENT][NEUTRAL] Do you need the benefit amount?
[CUSTOMER][NEUTRAL] Medical plan?
[AGENT][NEUTRAL] Limited yeah, it's a limited medical plan. It's a hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sounds good. Um, can I just have your first name first to your last name and a reference number for our call?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, my name is [PII]. That's [PII]. Last initial is [PII].
[AGENT][NEUTRAL] And we don't have reference numbers. You can use my name in today's date if you will. Is there anything else I may help you with today?
[AGENT][NEUTRAL] I
[CUSTOMER][POSITIVE] 2025 at 8, no, that'll be all. Thank you so much. So have a good day.
[AGENT][POSITIVE] You're welcome. You as well and thank you for calling APL.m.