AccountId: 011433970860
ContactId: da3c3d2c-378c-4491-8813-223d9a49d059
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135619 ms
Total Talk Time (AGENT): 59268 ms
Total Talk Time (CUSTOMER): 36031 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/da3c3d2c-378c-4491-8813-223d9a49d059_20250121T20:57_UTC.wav
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[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling on a member to see if um an outpatient MRI would require authorization.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Certainly I can help you with that information for an MRI. Can I have your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And what's a good call back number there in case we get disconnected and I can call you back please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the name of the facility or provider you're calling from, please?
[CUSTOMER][NEUTRAL] Liberty Hospital.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have the policy certificate or member ID please?
[CUSTOMER][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] 02063831
[AGENT][NEUTRAL] And did you need any eligibility or benefits or you're just checking to see if research is needed for the MRI?
[CUSTOMER][NEUTRAL] I'm just pretty start just I need to make sure our plan's active.
[AGENT][NEUTRAL] Certainly, can I please have you verify patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Her date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Great thank you [PII], thank you for verifying that information.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, just let you know it is a verification of coverage, not a guarantee of payment. So this policy does show to be active. This is a supplemental, uh, limited benefit medical expense plan, so we are secondary to her major medical, um, it is again, it's active and there's no pre-cert required for in or outpatient services.
[CUSTOMER][NEUTRAL] The pub.
[CUSTOMER][POSITIVE] Thank you so much appreciate your help.
[AGENT][NEUTRAL] Did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Thank you so much for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Bye bye.