AccountId: 011433970860
ContactId: a4c5b07e-7034-4a19-9561-6f2341ddde84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181419 ms
Total Talk Time (AGENT): 70009 ms
Total Talk Time (CUSTOMER): 76216 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/a4c5b07e-7034-4a19-9561-6f2341ddde84_20250204T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah hi it's [PII]. I am calling to find out if we are in network with you all and to do our authorization. Excuse me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I can help you with uh network and authorization. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII] Callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, and then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Um, give me one.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] That's OK. Take your time.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The policy number, it's kind of cut off so I'm not sure if they have anything after that, but I have 2320076.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is, let me pull her up real quick.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And there is no pre-authorization needed and she can use any network she wants to because this is a supplemental insurance, it's not the major medical.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Got it, and what's your name?
[AGENT][NEUTRAL] My name is [PII] and Miss um [PII], what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I am calling with UMC West Bank bariatrics.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Miss. [PII], what's the initial of your last name?
[AGENT][NEUTRAL] It's A.
[CUSTOMER][NEUTRAL] OK, so no uh needed and you didn't, did you like you can I'm sorry.
[CUSTOMER][NEUTRAL] Do you wanna check the quotes or would it be in a supplemental insurance, the calls doesn't matter.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It doesn't matter because it only helps with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Thank you so much. That is all I need.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK, well you have a good day. Thank you, Ms. [PII]. You have a good one too. Thanks for calling APL.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] You too bye bye yes ma'am.