AccountId: 011433970860
ContactId: d8b8aecc-18b7-4b9c-a3f4-131822b7dd73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143990 ms
Total Talk Time (AGENT): 51513 ms
Total Talk Time (CUSTOMER): 52931 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/d8b8aecc-18b7-4b9c-a3f4-131822b7dd73_20250610T18:17_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 with the facility and I was calling regarding a patient um that we have in house to see if um inpatient uh pre-cert notification is required.
[AGENT][NEUTRAL] OK, uh, I can help you with that, [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 724-419.
[AGENT][NEUTRAL] Alright, give me just a moment to look that up.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII] date of birth [PII].
[AGENT][NEUTRAL] I'm sorry, it cut out. What was the date of birth?
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're winning inpatient benefits?
[CUSTOMER][NEUTRAL] Well, not so much well I need to see if pre-cert or not, you know, authorization notification is required because patient is admitted into the hospital and still in-house. I'm sorry.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh no, that's OK. Um, so we don't need pre-authorization. Uh, this is a hospital indemnity policy, um, and it is active. Let me see, um, but no, there is no pre-authorization needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and.
[CUSTOMER][NEUTRAL] Your name was [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, and is there like an uh call reference number, [PII]?
[AGENT][NEUTRAL] So we don't do call reference numbers, but you can use my name and last initial in today's date, so [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much you have a good day OK?
[AGENT][POSITIVE] OK, thank you for calling ATL. You have a great day too, OK?
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] OK.