AccountId: 011433970860
ContactId: c4222899-ff2c-46b8-bd25-da26fcc51a5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91760 ms
Total Talk Time (AGENT): 34750 ms
Total Talk Time (CUSTOMER): 48681 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/c4222899-ff2c-46b8-bd25-da26fcc51a5b_20250516T22:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from um Lakeview Tulane Lakeview Regional Hospital in [PII]. Miss [PII], I had a question. Um, I was looking over the patient's member card that she'd given us, and I just wanted to make sure that there's no, um, notification needed for this patient or, um, in a ways.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, nothing like that is required for any of our policies.
[CUSTOMER][NEUTRAL] OK, um, Ms. [PII], do you mind just for our records because I have to notate who I talked to, do you mind if I get your last initial?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Absolutely. And if you needed a reference number, it would just be my first name, last initial, and today's date, um, so my name is spelled [PII]
[CUSTOMER][POSITIVE] Alright, and thank you so much, Ms. [PII]. So just to clarify, no prior authorization needed and you all do not want clinicals as well.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] I'm so sorry, um, no, we do not require authorization. What was the second thing you said? I'm sorry?
[CUSTOMER][NEUTRAL] And you all do not want clinicals clinic you all don't want clinicals, you just want us to send you all over the EOB.
[AGENT][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] Yes, the autoized statement and then the primary EOB that's correct.
[CUSTOMER][POSITIVE] Alrighty well thank you so much Ms. [PII] for clearing that up for me. I'll get this patient account notated and you have a wonderful weekend.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] You too thank you bye bye.
[CUSTOMER][NEUTRAL] All right, bye bye.