AccountId: 011433970860
ContactId: d40a3d7e-34c7-48da-9f43-aee1abe0eeec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89019 ms
Total Talk Time (AGENT): 33459 ms
Total Talk Time (CUSTOMER): 49923 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d40a3d7e-34c7-48da-9f43-aee1abe0eeec_20250602T18:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, good morning. My name is [PII]. um, I'm calling on behalf of the facility. Um, I just wanted to know if, um, you, uh, you require authorization um for inpatient, uh, admission if you're the secondary plan for the member.
[AGENT][NEUTRAL] OK. And lastly, what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh yes, it's 02589516.
[AGENT][NEUTRAL] OK, thank you. And verify the callback number, please?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh yes, callback number is [PII] direct.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII]. Date of birth is uh [PII].
[AGENT][NEUTRAL] OK, thank you. Um, showing effective date of [PII], policy is active and prior authorization is not required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, alright, uh, that's what I wanted to know. um, thank you so much for that. Uh, may I just have your um name, last name, initial, and the reference number for this call, please?
[AGENT][NEUTRAL] Sure, OK, uh name is [PII] and you may use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you so much for your help that's all I needed you have a good day bye bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.