AccountId: 011433970860
ContactId: f51a01e8-1dbf-4c63-9930-772421984daa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142839 ms
Total Talk Time (AGENT): 73179 ms
Total Talk Time (CUSTOMER): 59871 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/f51a01e8-1dbf-4c63-9930-772421984daa_20250416T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling from a, um, a facility in [PII], and you're one of your members is admitted. I'm just calling to verify eligibility and see if prior authorization is needed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] No, it's [PII]
[AGENT][POSITIVE] Oh, Miss, I'm so sorry. OK, I've got it correct now and um I can help you with eligibility and prior authorization. May I please get your callback number just in case the call is disconnected? I can call you right back.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's um Health Park Medical Center or Lee Health.
[AGENT][NEUTRAL] OK, and then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII] and um so the inpatient benefits cert number is 02414220 M [PII] Larry 7.
[AGENT][POSITIVE] Thank you. I appreciate you giving me that information and let me look her up real quick.
[AGENT][NEUTRAL] So I do show that this policy for Ms. [PII] is no longer active. The policy terminated on [PII]. I'm checking to see if she has an active policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am, she does not. She does not have any active policies at this time.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK [PII], is there a reference number for a phone call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Today is the [PII]. OK, alrighty, wonderful, thank you, have a great day.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful Easter and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][NEUTRAL] Bye bye.