AccountId: 011433970860
ContactId: b5a7fb8b-7e6e-4630-931f-b634905ea9f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158050 ms
Total Talk Time (AGENT): 57135 ms
Total Talk Time (CUSTOMER): 63593 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/b5a7fb8b-7e6e-4630-931f-b634905ea9f0_20250205T13:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Mount Sinai Medical Center. Wanted to verify eligibility and to find out if authorization is required.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It is 01659225 ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It is [PII], yeah, [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you want to know if pre-authorization was required?
[CUSTOMER][NEUTRAL] Yes, and the effective date of the policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, actually, that policy canceled, they do have a new policy number. Let me give you that new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 505698.
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] And we do not require pre-authorization on this policy. It's a secondary policy that coordinates with their primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the member ID is 02505698.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, there's no ML or nothing behind it or like it was before?
[AGENT][NEUTRAL] No, ma'am, you don't have to have that. The email is just the type of policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, thank you very much I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye now.
[AGENT][NEUTRAL] OK.