AccountId: 011433970860
ContactId: a2c46d38-11ea-4c83-a4aa-bebcc90d26b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170419 ms
Total Talk Time (AGENT): 66157 ms
Total Talk Time (CUSTOMER): 42480 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/a2c46d38-11ea-4c83-a4aa-bebcc90d26b4_20250108T20:13_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling with TJ Simpson Community Hospital. Um, I was calling to see if authorization will be required for an echocardiogram if done outpatient at the hospital.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can check on it for you, Miss [PII]. um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII] and that's my direct number.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] We have 02567172.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It looks like [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. All right.
[AGENT][POSITIVE] Yeah, let me see the benefits really quick.
[AGENT][NEUTRAL] This is one of our limited hospital indemnity plans. So let me just first check and see if it's something that it will be covered.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me one minute.
[AGENT][NEUTRAL] OK, so an Echo is not a cover service under this plan.
[CUSTOMER][NEUTRAL] OK, um, do you know when her eligibility date started?
[AGENT][NEUTRAL] OK, let me get that for you.
[AGENT][NEUTRAL] We have an effective date. You're welcome. Effective date is [PII], and it is showing active at the moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, I, I appreciate it and what did you say your name was?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. You have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.