AccountId: 011433970860
ContactId: a22c853e-e75d-4d0c-a160-a9d3e71cfa7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157820 ms
Total Talk Time (AGENT): 79776 ms
Total Talk Time (CUSTOMER): 46376 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/a22c853e-e75d-4d0c-a160-a9d3e71cfa7e_20250411T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with Saint Francis Hospital, and I have a patient that's coming in for 2 procedures, and I'm trying to see if authorization is required and if the patient's active.
[AGENT][NEUTRAL] OK, I can help you with, um, authorization and the eligibility of the patient. And you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you. And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, for the policy number I've got 2295617.
[CUSTOMER][NEUTRAL] Name is [PII]
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, I do show that this policy for Ms. [PII] is no longer active. The policy terminated on [PII].
[AGENT][NEUTRAL] Um, checking, she does have an active policy. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 256-656-2.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And the effective date is [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] Authorization is not going to be needed for this policy because this is not the primary insurance. This is a supplemental gap insurance that helps with deductible co-pay and co-insurance.
[CUSTOMER][POSITIVE] OK perfect
[CUSTOMER][NEUTRAL] And then do you have a reference?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] All right perfect thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. Is that all I can help you with, Ms. [PII], before we go?
[CUSTOMER][POSITIVE] Yes, I should be good.
[AGENT][POSITIVE] OK, well you have a wonderful weekend and thank you very much for calling APL.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.