AccountId: 011433970860
ContactId: 43785d0c-7ecb-469b-a7b6-afa199ba7269
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174720 ms
Total Talk Time (AGENT): 73262 ms
Total Talk Time (CUSTOMER): 81632 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/43785d0c-7ecb-469b-a7b6-afa199ba7269_20250414T17:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] from DeKalb Cardiology, and I've got a member who is uh needing a left heart cath, and I'm trying to figure out if he needs a prior authorization or not.
[AGENT][NEUTRAL] OK, I can check for you as far as prior authorization goes.
[AGENT][NEUTRAL] And you said your name was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, Miss [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and uh what was the name of the facility you're calling from again one more time?
[CUSTOMER][NEUTRAL] Oh, it's Heart Center 14.
[AGENT][NEUTRAL] Heart Center for pain. OK.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] And then may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] Sorry, I lost my I'm sorry. Oh.
[AGENT][POSITIVE] It's OK. Take your time.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] No, I'm sorry, hold on one second. The doctor's calling me. Yes sir.
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes sir, go ahead.
[CUSTOMER][POSITIVE] So go for Papa, no problem. You're welcome.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] That's OK. Yes, I'm still here.
[CUSTOMER][NEUTRAL] You still there?
[CUSTOMER][NEUTRAL] Crazy. OK, [PII] S. Date of birth is [PII] and you need that number on the card?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Let's see, it is [PII] as in David 47690895.
[AGENT][NEUTRAL] OK, I'm going to need to transfer you on over to IMA 90 degree benefits so that you can get uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whether or not that pre-authorization needs to be completed, let me give you that phone number just in case the call gets dropped you'll have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then once you get in, you'll get it, you're gonna choose option one.
[CUSTOMER][NEUTRAL] Option one OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] OK, alright, it's gonna be you're very welcome. It's gonna be a quick hold while I transfer you on over and we appreciate you calling APL. You have a wonderful week.
[CUSTOMER][NEUTRAL] You too ma'am.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you for calling 90 if you would like.