AccountId: 011433970860
ContactId: f7fe34ae-58c3-4ea4-84af-805914e6b2a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79180 ms
Total Talk Time (AGENT): 31828 ms
Total Talk Time (CUSTOMER): 33316 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/f7fe34ae-58c3-4ea4-84af-805914e6b2a2_20250416T20:47_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. You said [PII]?
[AGENT][NEUTRAL] [PII], yes, uh-huh.
[CUSTOMER][POSITIVE] Oh thank you so much. This is [PII] with Memorial Healthcare Systems, and I'm calling to verify eligibility and if authorization is required.
[AGENT][NEUTRAL] I can help with eligibility in pre-op. Um, what's that policy number, please?
[CUSTOMER][NEUTRAL] It is, OK 1 2nd.
[CUSTOMER][NEUTRAL] 230-159-6 [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you. And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I appreciate that. Her policy went into effect on [PII], but it turned on [PII].
[AGENT][NEUTRAL] So she had it from [PII].
[CUSTOMER][NEGATIVE] Oh, so it's no longer valid.
[AGENT][NEUTRAL] Right, yeah. Normally these wouldn't require pre-op, but this, uh, this is no longer um active.
[CUSTOMER][POSITIVE] OK. I'll go ahead and note that here. OK. Thank you so much for your time.
[AGENT][POSITIVE] OK, there's anything else I can help with, thanks for contacting API.