AccountId: 011433970860
ContactId: 1345320b-76a0-4d39-b50d-21fcf1e3f5b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206360 ms
Total Talk Time (AGENT): 87019 ms
Total Talk Time (CUSTOMER): 97486 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/1345320b-76a0-4d39-b50d-21fcf1e3f5b3_20250519T21:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Hanger Clinic, and I needed to verify benefits for a leg brace.
[AGENT][NEUTRAL] OK, sure, I can assist you with that. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK. And what's the name of the facility?
[CUSTOMER][NEUTRAL] Hanger clinic.
[AGENT][NEUTRAL] How do you spell that? I'm sorry.
[CUSTOMER][NEUTRAL] That's OK. H A N G E R.
[CUSTOMER][NEUTRAL] And then the next word is clinic C L I N I C.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's D as in dog 43302144.
[CUSTOMER][NEUTRAL] Trying to follow up on an authorization.
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with a 0 followed by 7 digits. That's gonna be our number, that the numbers for IMA only.
[CUSTOMER][NEUTRAL] To um
[CUSTOMER][NEUTRAL] Um, I am working off of a hospital say sheet because he's an inpatient at the moment. Let me see if they had that information.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] What did you say it would start with my apologies.
[AGENT][NEUTRAL] A 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] 0123456 OK so instead of the D that's an actual 0 whoever put that information in did not see that correctly so it's.
[AGENT][NEUTRAL] Mm, it's not gonna be that one. It it's not gonna be the 4330 no, it's not gonna be that one. It's gonna be a totally different number.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, how about.
[CUSTOMER][NEUTRAL] OK, how about 02495893?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, that sounds more like us. OK, thank you. One moment. You're welcome.
[CUSTOMER][POSITIVE] Perfect thank you.
[CUSTOMER][NEGATIVE] Where the heck did they get that from?
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII] and date of birth is [PII], and he goes by [PII], so I'm not sure if you have that on file.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Mm, no, but it's OK. We have that name [PII]. OK. All right. And um so you said it's gonna be for a brace, correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Right. So he has one of our unlimited hospital indemnity plans, and this one doesn't cover a brace.
[CUSTOMER][NEUTRAL] OK, no coverage for Bree.
[AGENT][NEUTRAL] Yeah, it is, this is a limited policy.
[CUSTOMER][NEUTRAL] Limited to hospital basically correct?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you for that information you have a great day.
[AGENT][NEUTRAL] You as well. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye, Mr. [PII].