AccountId: 011433970860
ContactId: a53e8aac-7226-4aa8-99be-645594208bcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166600 ms
Total Talk Time (AGENT): 72841 ms
Total Talk Time (CUSTOMER): 73091 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/a53e8aac-7226-4aa8-99be-645594208bcc_20250331T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling you from North Broward Hospital. I'm calling for you because we have a patient that was admitted for hospital inpatient, and I wanted to verify is authorization required for this patient.
[AGENT][NEUTRAL] OK, I can check on authorization for you, ma'am. And Ms. [PII], you said your name was [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Oh my goodness, I'm so sorry about that. OK, Ms. [PII], what is your uh callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, patient's name is [PII]. Date of birth for [PII] is [PII], and you said callback number?
[AGENT][NEUTRAL] No, his policy number?
[CUSTOMER][NEUTRAL] OK, policy number I have for [PII].
[CUSTOMER][NEUTRAL] I I have I'm looking at the card um it says a group number coverage.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It might say inpatient.
[AGENT][NEUTRAL] It might say inpatient or outpatient cert number.
[CUSTOMER][NEUTRAL] OK, so it says hospital, it says inpatient hospital benefit cert number and that's 022 03959 ML 7.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, I do show that Kelvin does have an active policy. The effective date of the policy is [PII], and there's not an authorization needed for this policy because it's not the primary insurance.
[CUSTOMER][NEUTRAL] So it's no off required because it's not primary no off.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Require because it's not primary.
[CUSTOMER][NEUTRAL] Not primary, OK, and your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, you did tell me that, uh huh, initial to your last name?
[AGENT][NEUTRAL] Oh, that's OK. It's A.
[CUSTOMER][NEUTRAL] And do you give call reference numbers to um [PII]?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK [PII], thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. You take care.
[AGENT][NEUTRAL] Bye-bye, Miss.