AccountId: 011433970860
ContactId: 4976af5a-8423-4a35-96b3-8d04627600ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275399 ms
Total Talk Time (AGENT): 84364 ms
Total Talk Time (CUSTOMER): 93870 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/4976af5a-8423-4a35-96b3-8d04627600ba_20250203T20:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] And what is your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, I was calling from Orthopedic Institute to find out about prior all for an outpatient um MRI.
[CUSTOMER][NEUTRAL] And what's the name of your company?
[AGENT][NEUTRAL] APL American Public Life.
[AGENT][NEUTRAL] OK, and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] phone number [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] D 476-92813
[AGENT][NEUTRAL] Ms. [PII], do you see a policy certificate number? It's gonna start with the 0 followed by 7 digits. That's gonna be our number.
[CUSTOMER][NEUTRAL] No, this starts with a D like dog.
[AGENT][NEUTRAL] We'll have to do a name search. May I have the spelling of the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, and he's with American Public Life?
[CUSTOMER][NEUTRAL] His card says.
[CUSTOMER][NEUTRAL] 90 degree.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It, uh, I cannot stand these kind of insurances because the card says surge and then it has multi plan and then it's got benefits and a card and then it's got MEC coverage so there's just a whole gob of different names on here.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. Um, let me check one more place here and if I cannot find it, then I'll go ahead and transfer you to 90 degrees, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me try one more time.
[AGENT][NEUTRAL] Mhm. Yeah, I did not find him. Um.
[AGENT][NEUTRAL] Let me transfer you to 90 degrees. One moment.
[CUSTOMER][NEUTRAL] What's their number that you're transferring me to?
[AGENT][POSITIVE] Uh huh, yes, I'm getting that for you one moment.
[AGENT][NEUTRAL] OK, um, the number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's gonna be option one. OK, so I'm gonna go ahead and put you through that option. You're welcome. Is there anything else I'm gonna help you with today before I transfer you? OK, thank you for calling ATO. One moment. You're welcome. Let me see. Let me transfer you over. One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That's all.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.
[CUSTOMER][NEUTRAL] 90 Degree Benefits. This is [PII]. How can I help you? Hi, [PII], this is [PII] at Orthopedic Institute. I was trying to get prior off for an outpatient MRI.
[CUSTOMER][NEUTRAL] All right. What is that member ID number?
[CUSTOMER][NEUTRAL] D 476-92813
[CUSTOMER][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII].