AccountId: 011433970860
ContactId: ec3858cd-62cc-45ba-b71d-24692f7cd537
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109839 ms
Total Talk Time (AGENT): 44328 ms
Total Talk Time (CUSTOMER): 36251 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/ec3858cd-62cc-45ba-b71d-24692f7cd537_20250305T16:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII], and I am calling from the facility Prisma Health Oconi Memorial Hospital to try to determine if an authorization will be needed for this member who's having hospital outpatient surgery.
[AGENT][NEUTRAL] OK, uh, sure, I can assist you with authorization information, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, 02513034.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] OK, so pre-authorization is not going to be required for this um policy because this is a limited policy. This is a hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK, so no authorization and your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Is there a call reference number, so.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will.
[CUSTOMER][POSITIVE] Alright, thank you so much for your help you have a wonderful rest of the day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling ATL.
[CUSTOMER][NEUTRAL] Bye bye.