AccountId: 011433970860
ContactId: ba257137-e8c4-4469-8a55-d982fad637ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115419 ms
Total Talk Time (AGENT): 52569 ms
Total Talk Time (CUSTOMER): 36490 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/ba257137-e8c4-4469-8a55-d982fad637ab_20250203T15:53_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling to verify if the patient has an active coverage with your plan.
[AGENT][NEUTRAL] Sure, I can assist you with that eligibility, Ms. [PII]. And uh where are you calling from, Miss [PII]?
[CUSTOMER][NEUTRAL] Memorial Regional Hospital.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Missa?
[CUSTOMER][NEUTRAL] 02295708 letter M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Arlo [PII], [PII].
[AGENT][POSITIVE] Perfect thank you. All right, and we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK. Um, as far as authorizations for outpatient, um, radiology exams, no authorizations are needed, right?
[AGENT][NEUTRAL] No authorizations are not needed because we're just the secondary, so we follow primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Alright, that's all the information I needed. Do you have a call reference number?
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] And can you repeat your name for me?
[AGENT][NEUTRAL] Sure, that's so, that's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] Thank you. Have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling APR. Have a good week.
[CUSTOMER][NEUTRAL] Bye-bye.