AccountId: 011433970860
ContactId: a8bcbe15-5228-4008-a032-16d062a46d0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111349 ms
Total Talk Time (AGENT): 35796 ms
Total Talk Time (CUSTOMER): 47419 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a8bcbe15-5228-4008-a032-16d062a46d0d_20250624T17:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, hi. I'm trying to, I have a, um, have a patient admitted to the hospital here at Vanderbilt Children's Hospital, and, um, I have this coverage listed as a secondary for her, and I was trying to find if, um, find out if we need to get an authorization for that. It's, um, an observation admission actually through the ER.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] You said [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, I see 024.
[CUSTOMER][NEUTRAL] 31177
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. With this policy is secondary, uh, prior authorization is not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Very good. And what was your name?
[AGENT][NEUTRAL] It's [PII], last [PII] [PII].
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, that's all I needed to know. Thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.