AccountId: 011433970860
ContactId: 172faca6-e9f9-4551-bfc5-bb78944aa477
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325799 ms
Total Talk Time (AGENT): 73525 ms
Total Talk Time (CUSTOMER): 118082 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/172faca6-e9f9-4551-bfc5-bb78944aa477_20250115T20:55_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]. I'm calling from Piedmont Hospital. I am calling to see if an authorization is needed on an outpatient test.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with that information, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is um let's see here.
[CUSTOMER][NEUTRAL] D as in David 476-91892.
[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.
[CUSTOMER][NEUTRAL] 0, OK, I'm looking at the card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me pull up the card.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You talking about, is it for medical insurance?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] And what am I looking for again?
[AGENT][NEUTRAL] It's a policy certificate?
[CUSTOMER][NEUTRAL] It says, oh, what I just gave you.
[CUSTOMER][NEUTRAL] Certificate number? hm, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I see it says employee ID it says group number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pay your ID.
[CUSTOMER][NEUTRAL] Certificate, and what does the certificate number start with?
[AGENT][NEUTRAL] 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] If you don't find it, we can do a name search.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm looking at the entire card I don't see it on the front of the card.
[AGENT][NEUTRAL] Yeah, they probably have the IMA card.
[CUSTOMER][NEUTRAL] I don't see it. It says 90 degree benefits and then it has.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, you're looking at the 90 degree card.
[CUSTOMER][NEUTRAL] And something else on here says surge.
[AGENT][NEGATIVE] Mhm, yeah, no, it's not gonna be in that one.
[CUSTOMER][NEUTRAL] And member surge.
[AGENT][NEUTRAL] OK. Um, let me have the spelling of the last name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you know if he's the main holder of the policy, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, it says subscriber named [PII]. That's what it says.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the number I just dialed is the number you just picked up is on that same number it says it's for the 90 degree benefits and it has and it says search [PII].
[AGENT][NEUTRAL] What's the number that you dial?
[AGENT][NEUTRAL] OK, it's send you to APL. Yeah, um, yeah, let me get you back to um 90 degrees. It's gonna be option number one. So let me go ahead and get you back to them, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure thank you mhm.
[AGENT][POSITIVE] You're welcome. Have a good day, Miss [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry, the toll-free number you have dialed is unassigned.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. The administrator for all agents are currently assisting other callers.
[CUSTOMER][NEUTRAL] Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.