AccountId: 011433970860
ContactId: c2d956f9-fd24-4374-a2cb-755ad42daeb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97790 ms
Total Talk Time (AGENT): 44486 ms
Total Talk Time (CUSTOMER): 42240 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/c2d956f9-fd24-4374-a2cb-755ad42daeb4_20250425T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from UPMC Community General Hospital here in [PII]. One of your members was admitted to our facility under an observation status, and I wanted to see if we need authorization when they come in, you know, for under 23 hours.
[AGENT][NEUTRAL] OK, let's take a look, [PII]. Do you have their policy number?
[CUSTOMER][NEUTRAL] I have number of 025.
[CUSTOMER][NEUTRAL] 95572
[AGENT][POSITIVE] All right, thank you. Let me take a look here.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh first name is [PII] Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you so much. So, uh, it looks like Cheryl is active. Uh, the effective date on here is showing [PII]. No prior authorization is needed for the member's plan.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Do we have a call reference number please?
[AGENT][NEUTRAL] Absolutely. That would be my name with my uh last initial, then today's date. My name again is [PII], which is [PII] gonna be [PII].
[CUSTOMER][POSITIVE] OK, and you said the date then too. All right, well, I'll note the account. Thank you for your time. I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Have a good weekend, [PII].
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] OK.