AccountId: 011433970860
ContactId: 01a258a0-1ad7-4931-a3cc-c81798571304
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318480 ms
Total Talk Time (AGENT): 101616 ms
Total Talk Time (CUSTOMER): 142314 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/01a258a0-1ad7-4931-a3cc-c81798571304_20250328T18:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My initial [PII]. I'm calling from uh Bond Secure Saint Francis Hospital facility.
[AGENT][NEUTRAL] OK, [PII], how can I help you today?
[CUSTOMER][NEUTRAL] Um, I have a patient, uh, this patient is scheduled for hospital outpatient surgery. Uh, the date of service is going to be [PII]. I have the CPT code. I want to check whether is required or not.
[AGENT][NEUTRAL] OK, I can check authorization for you. Uh, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh, my callback number is [PII]. That is my direct number, no extension.
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, the medical policy number is D as in David, 4373.
[CUSTOMER][NEUTRAL] 253 9
[CUSTOMER][NEUTRAL] Uh, patient's date of birth is [PII] [PII]. That is date of birth.
[CUSTOMER][NEUTRAL] Uh, I spell the patient's last name, [PII]. That is, first name, so that is last name. Uh, I spell the first name, uh [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it correct?
[AGENT][POSITIVE] OK, thank you very much. I appreciate you giving me that information. So I'm going to need to uh transfer you now over to 90 Degree Benefits. I'm gonna give you that phone number just in case the call gets dropped along the way, um.
[CUSTOMER][NEUTRAL] Yo.
[AGENT][NEUTRAL] That number is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and then you would choose option 1.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, before that, could you please confirm whether this patient is still active or not?
[AGENT][NEUTRAL] OK, let me see if I can find the patient by the name.
[AGENT][NEUTRAL] Do you have a social on this patient?
[CUSTOMER][NEUTRAL] Um, just a moment.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh yes, I have that.
[AGENT][NEUTRAL] What is that, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, your name, please?
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] First of the last name [PII].
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] On the patient, you're welcome. I mean the patient does have an active policy. The effective date of the policy is
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, what is the member ID this patient has?
[AGENT][NEUTRAL] I'm sorry, what, can you repeat that?
[CUSTOMER][NEUTRAL] Uh, the member ID, the member ID of this patient.
[AGENT][NEUTRAL] Uh, for us, it's 258-061-5.
[CUSTOMER][NEUTRAL] Uh, just a moment.
[AGENT][NEUTRAL] But when I transfer you, you're gonna use that number that you gave me that started with a D.
[CUSTOMER][NEUTRAL] Uh, what is the ID 258-0615. Is it correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. This number is termed on. What is the term date?
[AGENT][NEUTRAL] No term date.
[CUSTOMER][NEUTRAL] Know whether this patient is still active or not.
[AGENT][NEUTRAL] Yes, the patient is still active.
[CUSTOMER][NEUTRAL] What is the effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Still active. Please transfer this, uh, you are unable to give authorization information for this number. Am I correct?
[AGENT][NEUTRAL] I'm sorry, repeat the question.
[CUSTOMER][NEUTRAL] OK. You're unable to give authorization information? You're unable to give authorization information?
[AGENT][NEUTRAL] That's correct. I will have to transfer you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, it's gonna be a brief hold while I transfer you over. You're welcome. You have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[CUSTOMER][NEUTRAL] Uh, uh, uh.
[CUSTOMER][POSITIVE] Thank you for calling if you would like to.