AccountId: 011433970860
ContactId: 1ead97af-9737-45a8-becd-a4f514a3b230
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212899 ms
Total Talk Time (AGENT): 91902 ms
Total Talk Time (CUSTOMER): 77427 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/1ead97af-9737-45a8-becd-a4f514a3b230_20250610T17:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, uh, I'm calling from Prisma Health Hospital. I'm not sure if I got the right department, but I was trying to see if the authorization was required for our observation study.
[AGENT][NEUTRAL] OK, I can check to see if authorization is required um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII], it's [PII]
[AGENT][NEUTRAL] OK thank you uh [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh-huh, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] The one we have is starts with D as in David.
[CUSTOMER][NEUTRAL] 43733257
[AGENT][NEUTRAL] OK, so [PII] that's not one of our policy numbers. That is through, uh, they're called 90 degree Benefits. Um, I can give you their information and transfer you to them, or if you have the member's social, I can see if they've got a policy with us.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We could do social or, or I could take the numbers.
[AGENT][NEUTRAL] Uh, uh, we could either one completely up to you.
[CUSTOMER][NEUTRAL] I guess we get just the
[CUSTOMER][NEUTRAL] OK, we could try with social then if that will work.
[AGENT][POSITIVE] We can go ahead and get the social, yeah, and I can still give you their information if you'd like that, um, no worries. What was that, uh, social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh what was the name for the member?
[CUSTOMER][NEUTRAL] Uh patient's name is [PII]. Last name is uh looks like Redman, but it's [PII]
[AGENT][NEUTRAL] OK, uh, do you have his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for verifying that. OK, so this number, he does have a few policies with us, um, they're all gonna be more supplemental. He's got an accident policy, a critical illness policy, and a dental policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No medical?
[AGENT][NEUTRAL] Not with us, no, so I can go ahead and give you um 90 degrees information whenever you are ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so that phone number that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you call that number you would select option one to get to them.
[CUSTOMER][POSITIVE] O21. OK, thank you so much.
[AGENT][NEUTRAL] Yes, and then if you'd like I can go ahead and transfer you.
[CUSTOMER][NEUTRAL] Please
[AGENT][POSITIVE] Absolutely let me just put you on a brief hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling. If you would like to part.