AccountId: 011433970860
ContactId: 39650429-90f8-457f-8c25-2daf666d58cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258410 ms
Total Talk Time (AGENT): 120599 ms
Total Talk Time (CUSTOMER): 100520 ms
Interruptions: 4
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/39650429-90f8-457f-8c25-2daf666d58cd_20250326T17:31_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], my name is [PII], and I have got a mutual patient and I need to see if she needs an authorization for a CPT code.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so you're wanting.
[CUSTOMER][NEUTRAL] And if so, could I get that?
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] I certainly so you're wanting to verify if prior authorization is our member, is that right, um, [PII]?
[CUSTOMER][POSITIVE] Yes, yes, that's correct.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] D as in dog 43731661
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not the APO policy number. That is the member ID for 90 degree benefits.
[CUSTOMER][NEUTRAL] OK, maybe that's all she has. Let me, I look, let me look at the card.
[AGENT][NEUTRAL] You know if the member also has a policy with APL?
[CUSTOMER][NEUTRAL] Well, the number I called on the back of the card was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, and depending on the options.
[CUSTOMER][NEUTRAL] For benefits verification or customer service?
[AGENT][NEUTRAL] Yeah, for depending on which option select yes ma'am, depending on the option you select as to where um you would go now that option one would be for 90 degree benefits. Now some of these people also do have policies with APL, but I.
[CUSTOMER][NEUTRAL] OK, did I click the wrong option?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, did I click the wrong one?
[CUSTOMER][NEUTRAL] OK, that's what I'll do.
[AGENT][NEUTRAL] I can't look it up um by that number that you gave me now anywhere on her card like a policy certificate number.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Now the employee ID and the group number is for MAU workforce or whatever is the company.
[AGENT][NEUTRAL] Do you see anything like?
[AGENT][NEUTRAL] OK, now I could try and search by the name before I trans or I can transfer you if you don't think that the I don't mind transferring you if you would like.
[CUSTOMER][NEUTRAL] Uh, medical claims, now I'll just.
[CUSTOMER][NEUTRAL] I'll just call.
[CUSTOMER][POSITIVE] OK, that'd be great just transfer me that'd be wonderful sweetheart.
[AGENT][POSITIVE] All right then, well, I will be happy to. Is there anything else that I can help you with first?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, ma'am, it's crazy you've been wonderful thank you.
[AGENT][POSITIVE] Well, you're certainly welcome, Ms. [PII], and thank you for calling ATL. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Uh huh OK.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree. If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][NEUTRAL] 9 degree benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APO. How are you today?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] Good. Well, I have a provider on the line who's needing to check eligibility on a member, and she said that the, that she was trying to reach 90 degree benefits. She just selected the wrong option.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And his name on the line is [PII].
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK. I'm sorry. It, it cut out. I can hear you. Uh-huh.
[AGENT][NEUTRAL] Yeah, can you hear me?
[AGENT][NEUTRAL] The lady's name on the line, her name is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Alright, well are you ready to speak to her?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right. Well, thank you very much, [PII]. Have a nice afternoon.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you, bye bye.