AccountId: 011433970860
ContactId: e9f87057-03e8-4474-b115-8079896fee4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196589 ms
Total Talk Time (AGENT): 78818 ms
Total Talk Time (CUSTOMER): 50414 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/e9f87057-03e8-4474-b115-8079896fee4e_20250523T13:54_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Henry Ford Hospital. I have a patient coming in for an outpatient procedure, and I need to know if it's gonna require any sort of authorization. Is that something you can assist with?
[AGENT][NEUTRAL] Mhm. Sure. Yes, Ms. [PII], I can assist you with authorization information. May I have a call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you and may I have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, I have, hold on one second, let me pull up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I apologize.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, patient's policy number is 02204155.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And let's see what type of procedure is being rendered?
[CUSTOMER][NEUTRAL] She's having a screening colonoscopy outpatient.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Let me see, let me check her benefits really quick, OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I don't believe authorization is gonna be required, but I just wanna make sure that um it is a cover service, OK.
[CUSTOMER][POSITIVE] No problem, I appreciate that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And you said it was a um colonoscopy and it was a
[AGENT][NEUTRAL] Diagnostic colonoscopy or is it gonna be a preventive colonoscopy?
[CUSTOMER][NEUTRAL] That's a preventative.
[AGENT][NEUTRAL] Prevented a colonoscopy, OK.
[AGENT][NEUTRAL] OK, so that will be under.
[AGENT][NEUTRAL] Wellness exams. OK. All right, so, uh, the recession is not gonna be required, Ms. [PII]. This is a limited hospital indemnity policy. Uh, this one does have some benefits for wellness testing.
[CUSTOMER][POSITIVE] OK, perfect. I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. That initial is [PII].
[CUSTOMER][POSITIVE] Perfect. And is there a reference for this call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. You have a great day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Bye-bye, Miss [PII].
[CUSTOMER][POSITIVE] Thanks. Bye-bye.