AccountId: 011433970860
ContactId: f8d851e4-f860-45c2-b235-2d3a74411701
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501829 ms
Total Talk Time (AGENT): 177559 ms
Total Talk Time (CUSTOMER): 69128 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/f8d851e4-f860-45c2-b235-2d3a74411701_20250529T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is [PII] at Freeman Hospital in [PII]. I'm calling for benefits and pre-cert requirement for a short-term observation stay.
[AGENT][NEUTRAL] All right, I can help you with that. Do you have a policy number?
[CUSTOMER][NEUTRAL] D 43222904
[AGENT][NEUTRAL] All right, that is not one of our policy numbers, um.
[AGENT][NEUTRAL] Let's see, do you have a certificate number?
[AGENT][NEUTRAL] Or a group number.
[CUSTOMER][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] Group number is IMA 9432-G.
[AGENT][NEUTRAL] OK. Who, what is the name of the, the patient?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and [PII] is [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you. Give me just a moment while I try to look that up. [PII]
[AGENT][NEUTRAL] All right. And what type of benefit does Ms. [PII] have?
[AGENT][NEUTRAL] Or she use
[CUSTOMER][NEUTRAL] Short term observation.
[AGENT][NEUTRAL] So short term observation.
[AGENT][NEUTRAL] Short-term disability?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Observation in the hospital.
[AGENT][NEUTRAL] Hospital, OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] And let's do a quick verification, make sure I've got the right person.
[AGENT][NEUTRAL] And, um, all right, [PII], let's verify Ms. [PII]'s date of birth and then her address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. OK. And you're calling for benefits today for [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, thank you. What I'll need to do now is place you through to the area that can assist you with the benefits and um
[CUSTOMER][NEUTRAL] Do I have the right policy number?
[AGENT][NEUTRAL] Well, let me get, yes, I'm glad you asked that. Let me give you the correct policy number. It is 2559742.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2559742
[AGENT][NEUTRAL] Correct. And let me give you the correct group number with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that with the APL and this is 70051.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right. You're welcome. Is there anything else I can assist you with at the moment before I transfer you?
[CUSTOMER][NEUTRAL] Um ma'am, is it the same phone number?
[AGENT][NEUTRAL] Right. It will be the same phone number. It's just a different area that, uh, you know, they, they give the benefits and you won't have to go through the verification again, OK? Oh, and real, real quick, if we get disconnected, can we reach you at [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you, thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you. Alright, give me one moment, Mr. [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in customer service. How are you, dear?
[CUSTOMER][POSITIVE] I'm good how are you doing?
[AGENT][POSITIVE] I'm good, I'm good. Miss [PII], I have a provider on the phone. Her name is [PII]. I see y'all are getting back to back to back calls. That's why I'm laughing. I'm sorry. I bless y'all. [PII] not laughing at you like just, oh my goodness. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. It's OK.
[AGENT][NEUTRAL] This is policy number 2,559742. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] And what's going on with her?
[AGENT][NEUTRAL] Uh, they just want benefits on her.
[CUSTOMER][NEUTRAL] Oh, OK. And has she been verified?
[AGENT][NEUTRAL] She has. I've verified her date of birth and her address, so we're good. And do you want the callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, and um oh you said [PII] already yes the callback number.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Alright, [PII]. OK, I'm ready.
[AGENT][POSITIVE] Yes, too. Thank you. Have a good day, [PII].
[CUSTOMER][POSITIVE] You too. All right.
[AGENT][NEUTRAL] Bye.