AccountId: 011433970860
ContactId: db1c0532-3382-4f6d-b80c-685d9db557bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232119 ms
Total Talk Time (AGENT): 103341 ms
Total Talk Time (CUSTOMER): 84902 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/db1c0532-3382-4f6d-b80c-685d9db557bf_20250106T15:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling because I have one of your members who's currently inpatient at our facility and um I'm just calling to see if it requires an authorization.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with authorization information, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] He had like multiple cards so um let's see, I have a policy.
[AGENT][NEUTRAL] You have an APL ID?
[CUSTOMER][NEUTRAL] APL ID um.
[AGENT][NEUTRAL] Car
[CUSTOMER][NEUTRAL] I just have the multi plan allegiance.
[CUSTOMER][NEUTRAL] Um, I have a policy number. The lady that I just spoke with, she said his coverage is active, but she looked him up by employee ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's gonna be different than ours.
[AGENT][NEUTRAL] Is that the number you were gonna give me?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh let's do a name search. What's the patient's last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What state? I have a lot of [PII]'s. What state does he live in?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see if I have a [PII] in [PII].
[AGENT][NEUTRAL] Just 1 2nd.
[AGENT][NEUTRAL] What is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I got it.
[CUSTOMER][POSITIVE] Perfect
[AGENT][NEUTRAL] I can provide you with his medical um insurance ID policy number.
[CUSTOMER][POSITIVE] Oh perfect, yes.
[AGENT][NEUTRAL] OK. It is 255.
[AGENT][NEUTRAL] 9929.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date is [PII]. This is a limited hospital indemnity policy and authorization is not required.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, let me write that indemnity policy.
[CUSTOMER][NEUTRAL] And right and then um can I just get a reference number for this call?
[AGENT][NEUTRAL] It's gonna be my name in today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][POSITIVE] Perfect. All right, and that is.
[AGENT][NEUTRAL] Is there anything else I can help you? Oh.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] That's all I needed.
[AGENT][POSITIVE] Well, I see it was a pleasure to help you with that authorization information. Thank you for calling APL, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You want me to, I tell you what, you want me to give you our direct number that way if you have any other questions regarding policy benefits or claims.
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][NEUTRAL] Our direct number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's for APL.
[CUSTOMER][POSITIVE] OK wonderful.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day. Take care.
[CUSTOMER][POSITIVE] You too alright bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.