AccountId: 011433970860
ContactId: ea9bfd7e-012d-414e-bf5f-3913599eb444
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262750 ms
Total Talk Time (AGENT): 108919 ms
Total Talk Time (CUSTOMER): 121790 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/ea9bfd7e-012d-414e-bf5f-3913599eb444_20250313T19:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was calling to see, does this account, I'm actually calling from the facility of Northside Hospital Gwinnett. And I was just calling to see um if this patient qualified or still or have off or pre-authorization for this um procedure. They came through the ER. They actually had a baby.
[AGENT][NEUTRAL] OK. All right, I can check um pre-authorization for you, Ms. [PII]. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, it is [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Oh well, I cannot pronounce it I'm being honest, but what I'm gonna do, I'm gonna spell it out for you and I'm gonna spell the fir the last name first, and it starts with a [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know. I might have been saying it wrong. Um like [PII] and that's [PII]
[AGENT][NEUTRAL] [PII], OK, and then what is uh the.
[CUSTOMER][NEUTRAL] Uh, her birthday is [PII].
[AGENT][NEUTRAL] Date of birth and policy uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have her policy number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess the in hospital benefit one.
[AGENT][NEUTRAL] Um, either one is fine.
[CUSTOMER][NEUTRAL] I have, well, they have 02435146.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm. On this policy,
[AGENT][NEUTRAL] 243-514-6.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And I'm gonna probably destroy the name myself, uh, [PII].
[AGENT][NEUTRAL] Her um benefits are no longer active. Let me look real quick. Oh, wait, wait, wait. Let me check, let me check.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK. That's all I needed to know.
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] No, it's just for some reason.
[CUSTOMER][NEUTRAL] Well it could be under someone's name maybe.
[AGENT][NEUTRAL] It's, it's under her husband's, um.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Let me look at this real quick. Yeah, [PII], let me look.
[AGENT][NEUTRAL] OK, she does have an active policy and the effective date.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And no pre-cert is needed or pre-authorization because this is not the primary insurance, this is uh supplemental.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] And you said it was effective on when?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] If it
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright, alright, that's all I needed to know, thank you so very much.
[AGENT][POSITIVE] You're, you're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that is all for now. Thank you again.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. You take care and have a great day and thanks for calling APO.
[CUSTOMER][POSITIVE] Alright have a great one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.