AccountId: 011433970860
ContactId: 27aa128b-9b19-4bc9-b7c4-41b8cbcc225c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140559 ms
Total Talk Time (AGENT): 71308 ms
Total Talk Time (CUSTOMER): 42220 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/27aa128b-9b19-4bc9-b7c4-41b8cbcc225c_20250224T17:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling to see if one of your members requires a prior authorization for a certain CPT code.
[AGENT][NEUTRAL] OK, I can help you with prior authorization. Can I please get your call back number and the name of the facility?
[AGENT][NEUTRAL] That you're with and also your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII] and what is the name of the facility?
[CUSTOMER][NEUTRAL] Prisma Health, Baptist easily.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy number is 01715332.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I'm going to need to transfer you on over to um web APA so that they can help you further as far as um whether or not this policy needs prior authorization. Let me give you that phone number just in case the call gets disconnected.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] And, and do you do benefits or do they do benefits?
[AGENT][POSITIVE] They will do benefits also.
[CUSTOMER][POSITIVE] Got it. Thank you. Go ahead. I'm sorry.
[AGENT][NEUTRAL] You're very welcome. Yes, no, that's fine. Um, the callback number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome. It's gonna be a brief hold while I transfer you on over, Miss [PII]. I hope you have a good rest of your week and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome.