AccountId: 011433970860
ContactId: f71aa42a-4c53-4b9d-aaa4-e2acfe8206d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126669 ms
Total Talk Time (AGENT): 63657 ms
Total Talk Time (CUSTOMER): 55582 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f71aa42a-4c53-4b9d-aaa4-e2acfe8206d5_20250122T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Hi, yes, ma'am. My name is [PII] and I'm calling from Decatur Morgan Hospital. And is this the number that I need to call to initiate a uh authorization for the, uh, for a patient admitted through the emergency department?
[AGENT][NEUTRAL] Um, I can, uh, take a look at that for you for the policy, uh, benefits, yes, um, you are in the right place, I think. So go ahead and provide me, uh, [PII], if you could, uh, your callback number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the member's uh policy certificate or ID number please?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Alright, it is 02576516.
[AGENT][NEUTRAL] Thank you. And were you needing to obtain any eligibility or benefits that, or you just need to know if authorization is required?
[CUSTOMER][NEUTRAL] Just authorization, somebody else says the benefits.
[AGENT][NEUTRAL] Got you, can I please have you verify a patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII], that's [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. OK, so this policy is a limited indemnity, uh, policy limited hospital indemnity. It does not require any pre-cert or authorization for in or outpatient services.
[CUSTOMER][NEUTRAL] OK, so you said it's limited hospital and no pre-op required.
[AGENT][NEUTRAL] Right, that is correct. Did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's it. Can you spell your name for me?
[AGENT][NEUTRAL] Certainly [PII], it's [PII] Last initial is [PII] like love and use my name and today's date as your call reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Very good, thank you so very much.
[AGENT][POSITIVE] You're welcome [PII]. Thank you for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you bye bye.