AccountId: 011433970860
ContactId: 0a2ba920-367c-4eac-a0f0-c31d46cfcd8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118879 ms
Total Talk Time (AGENT): 42809 ms
Total Talk Time (CUSTOMER): 52667 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/0a2ba920-367c-4eac-a0f0-c31d46cfcd8c_20250110T17:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm calling from Good Sam Hospital. I was calling to initiate an authorization for a member.
[AGENT][NEUTRAL] OK, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, [PII], can I get the policy number?
[CUSTOMER][NEUTRAL] It's gonna be 272-813.
[AGENT][NEUTRAL] Um, let's see here. I'm not sure that's gonna be it, but let me try it. Give me just a second.
[AGENT][NEUTRAL] OK, that's not gonna be it. um, do you have a copy of the insurance card?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That I don't let me see what they have provided from the ER I think they got this from our.
[CUSTOMER][NEUTRAL] Care management did like a little investigation and they up.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I mean, do you have their social?
[CUSTOMER][NEUTRAL] Social I don't have just their first last name and date of birth, let me see.
[AGENT][NEUTRAL] OK, what's the last name?
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] For this, OK. What about first name?
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] MAN [PII].
[AGENT][NEUTRAL] OK, yeah, let's see.
[AGENT][NEGATIVE] OK, unfortunately, I don't have that member in our system.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Um, on that member ID that you gave me in the beginning, it looks like it's just missing one digit.
[CUSTOMER][POSITIVE] Just missing one digit alright let me um talk to them and we'll see where it goes from there. Thank you so much.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, you're welcome. Is there anything else I can take a look at for you?
[CUSTOMER][POSITIVE] Nope I'm all set, thank you.
[AGENT][POSITIVE] OK, well thanks for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Alright bye bye.