AccountId: 011433970860
ContactId: 2720f852-483d-4226-8d42-d7b89b85f6d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154179 ms
Total Talk Time (AGENT): 73191 ms
Total Talk Time (CUSTOMER): 69489 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/2720f852-483d-4226-8d42-d7b89b85f6d5_20250508T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] and my last name, last initial is [PII] I'm calling from the provider's office regarding medical authorization. And uh before that, could you please help me to spell out your name?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, my name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] Pay
[AGENT][NEUTRAL] And I can help you with authorization, Ms. [PII]. Can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I can
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from the provider's office and the provider name is uh Salvatoreira.
[AGENT][NEUTRAL] OK. And then, um, may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] the patient
[CUSTOMER][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] Sure. The patient name is uh [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] And the number is 02587090.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I do show that the insured does have an active policy. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK, um, I do show.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. [PII], correct?
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I will need to transfer you on over to Web TPA so that you can I'm sorry, multi plan so that you can get the authorization information it's gonna be a brief hold while I transfer you. I'm gonna give you the call number just in case the call is dropped while I'm transferring that way you can call.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So could you help me to transfer the pizza department?
[AGENT][NEUTRAL] Yes, it'll be a brief hold. I'm gonna transfer you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] For questions about your privacy choices, please.