AccountId: 011433970860
ContactId: e63016ee-8212-4254-8fa8-34d8e817b3f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119330 ms
Total Talk Time (AGENT): 53517 ms
Total Talk Time (CUSTOMER): 53962 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e63016ee-8212-4254-8fa8-34d8e817b3f2_20250609T15:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Oh yes, I have a patient that did that um she has secondary for this, and I was trying to figure out if she had eligibility and if there was an authorization so it's supposed to get started for her for inpatient medical.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 02292690.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what was that policy number again? It looks like it's missing a number.
[CUSTOMER][NEUTRAL] Today
[CUSTOMER][NEUTRAL] 02292690
[AGENT][NEUTRAL] 2690 OK give me one moment.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII], [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Alrighty, and do you happen to have a reference number I could say I call by chance?
[AGENT][NEUTRAL] Uh, you may use my name in today's date if you like.
[CUSTOMER][NEUTRAL] Uh, what was your name again? Sorry.
[AGENT][NEUTRAL] It's [PII] last initial [PII] and Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, do you happen to know if I have to start an authorization? Is there a free certification I have to do for inpatient by chance?
[AGENT][NEUTRAL] Uh, no, ma'am. We don't do, uh, we don't, uh, require any prior authorization.
[CUSTOMER][NEUTRAL] For her
[CUSTOMER][NEUTRAL] OK, alright, I'll make sure.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right well thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Alright, yeah thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.