AccountId: 011433970860
ContactId: b137948b-76bb-4133-9342-553587a3e8a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118410 ms
Total Talk Time (AGENT): 56379 ms
Total Talk Time (CUSTOMER): 38967 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/b137948b-76bb-4133-9342-553587a3e8a8_20250507T14:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Saint Gabriel's Hospital, um, calling to see if a member needs prior authorization for a radiology procedure.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, so it'd be [PII]
[CUSTOMER][NEUTRAL] And last initial is [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, so that is 02595018.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII]. The policy is still active, and no, there's no prior authorization required for services under this policy.
[CUSTOMER][NEUTRAL] All right perfect um could I get a call reference number?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. Um, it's spelled [PII] Last initial is [PII], and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Nope, that would complete it thank you so much for your help this morning.
[AGENT][POSITIVE] OK. Thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome.