AccountId: 011433970860
ContactId: 40f66dd8-739c-4181-b95f-069a5c389d51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170550 ms
Total Talk Time (AGENT): 75357 ms
Total Talk Time (CUSTOMER): 61946 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/40f66dd8-739c-4181-b95f-069a5c389d51_20250509T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, hi, my name is [PII]. I'm calling from McClaren Health. Um, I'm just calling to see if a patient coming in for a procedure on the [PII] would require authorization for that procedure.
[AGENT][NEUTRAL] OK [PII], I can help you with um authorization sir. May I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][POSITIVE] Good look here.
[CUSTOMER][NEUTRAL] Yes, a good number for me to call back at is [PII].
[CUSTOMER][NEUTRAL] And the facility name is, one moment, gonna be McLaren, uh McLaren Health Greater Lansing Hospital.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, his first name is [PII]. Last name is [PII]. His birthday is [PII].
[CUSTOMER][NEUTRAL] Let me get that policy number here.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] The policy number is 00167.
[CUSTOMER][NEUTRAL] 84
[CUSTOMER][NEUTRAL] 06-01
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I am looking at his policy. I do show that he does have an active policy with us. The effective date of the policy is [PII], and I'm going to need to transfer you on over to Web TPA so that they can give you um that authorization information you're looking for.
[AGENT][NEUTRAL] Let me give you that phone number, sir, just in case the calls dropped during the transfer.
[CUSTOMER][NEUTRAL] All right, that's fine.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] And you just let me know when you're ready.
[CUSTOMER][NEUTRAL] Alright, I'm all set for that number.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII] at the end.
[AGENT][NEUTRAL] Yes, yes, sir.
[CUSTOMER][POSITIVE] All righty. All right. All right, I got that number. All right, thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. It's gonna be a brief hold while I transfer you on over. I hope you have a wonderful weekend and we thank you for calling APL.
[CUSTOMER][POSITIVE] Of course, thank you very much you as well.
[AGENT][POSITIVE] You're welcome. Thank you, [PII]. Bye-bye, sir.