AccountId: 011433970860
ContactId: b865ee2b-b55a-41ba-bcf2-7586ec1e6ca4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139460 ms
Total Talk Time (AGENT): 52479 ms
Total Talk Time (CUSTOMER): 82783 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/b865ee2b-b55a-41ba-bcf2-7586ec1e6ca4_20250218T17:18_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling speaking. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] and I was calling to follow up to see. I'm calling from Emily Johns Creek Hospital to see if pre-certification is required for your insurance company as a secondary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] I have 02441997.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Well, you can see it's [PII]. That's actually my cell.
[AGENT][NEUTRAL] Oh, I don't see the number. It's showing restricted.
[CUSTOMER][NEUTRAL] Oh, really? Yeah, yeah. I usually, I usually get the hospital number and then people would be like, well, that's not the number you're calling from and I'm like, yeah, I know, but this is my private cell and then they're like, oh, OK. But yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, I understand. Uh, what's that callback number you said? [PII].
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have [PII] is the insured and let me see.
[CUSTOMER][NEUTRAL] OK. It's her husband is here, [PII], and the date of birth for him is [PII].
[AGENT][NEUTRAL] OK. Uh, Ms. [PII], let me give you the correct policy number because the number you gave it term, the policy terminated [PII], however, they do have a current policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am. It's 257.
[AGENT][NEUTRAL] 9220.
[CUSTOMER][NEUTRAL] OK, thank you. That's 257-922-0.
[AGENT][NEUTRAL] Yes, ma'am. Effective [PII], policy is active and pre-cert is not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And your name again, please?
[AGENT][NEUTRAL] Yes, ma'am, it's [PII] [PII]
[CUSTOMER][POSITIVE] Thank you so much and you have a great day.
[AGENT][POSITIVE] Uh, you too, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK. OK, bye bye.