AccountId: 011433970860
ContactId: f1861ada-bd94-4125-882f-321cde26d8ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119419 ms
Total Talk Time (AGENT): 34840 ms
Total Talk Time (CUSTOMER): 72189 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f1861ada-bd94-4125-882f-321cde26d8ad_20250122T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Yes, hi, good good afternoon, [PII]. My name is [PII], and I'm calling from Memorial Regional Hospital.
[AGENT][NEUTRAL] Hi [PII] and how can I help you?
[CUSTOMER][NEUTRAL] I'm calling because I wanted to check and see um we have a patient that's currently in house for um labor and delivery, and she has American Public Life as her secondary insurance and I just wanted to know the effective date of the insurance.
[AGENT][NEUTRAL] Oh absolutely I can help you with that. Uh, but first we're having phone issues. [PII], can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][POSITIVE] Perfect, and their policy number?
[CUSTOMER][NEUTRAL] It's going to be 02473241 M as in Mike L as in Lima, the number 7.
[AGENT][NEUTRAL] Perfect and the patient's name?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] Perfect, I have an effective date of [PII] currently still active.
[CUSTOMER][NEUTRAL] OK, and I have another question. Would she require an authorization for inpatient stay?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No ma'am, we're her supplemental we don't require prior off.
[CUSTOMER][POSITIVE] OK perfect uh one another question I'm sorry now.
[AGENT][NEUTRAL] Of course, no.
[CUSTOMER][NEUTRAL] Do you have her name under [PII], or do you have it under [PII]?
[AGENT][NEUTRAL] We have the [PII]
[CUSTOMER][POSITIVE] Are you have the [PII] OK, perfect. So we do two, so we're good. Alright, [PII], may I have the initial of your last name?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK, and is there a call reference number for the call today?
[AGENT][NEUTRAL] No reference just my name and today's date.
[CUSTOMER][POSITIVE] OK wonderful well thank you so much again for your time and help and have a great day.
[AGENT][POSITIVE] You do the same, [PII]. Thank you for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.