AccountId: 011433970860
ContactId: 52bca753-c84a-4b67-b200-717821f5b4d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194279 ms
Total Talk Time (AGENT): 78994 ms
Total Talk Time (CUSTOMER): 72688 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/52bca753-c84a-4b67-b200-717821f5b4d5_20250421T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, uh, my name is [PII]. I'm calling from Carillion Family Medicine, and I just need to check to see if a patient requires a prior authorization for a CT scan.
[AGENT][NEUTRAL] Sure, I can get that policy pulled up and see if authorization is required. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] No, um, evidently this patient doesn't have a card and their plan just became active today, so all I have was the phone number that they gave me to call you guys.
[AGENT][NEUTRAL] OK, um, do you have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] No, um, the gentleman that I just spoke with before he transferred me to you, he was able to pull up the it's a policy holder, it's actually for his son who was on his plan, but he pulled him up by the policy holder and the date of birth.
[AGENT][NEUTRAL] OK, so, um, I can't use the date of birth, but if you wouldn't mind, that's the only other way is, uh, if you wouldn't mind spelling out the first and last name please.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII], last name [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I do not have anyone with that name in our system, um, that was [PII], correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. You're saying [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, the guy I just spoke with found him in the system.
[AGENT][NEUTRAL] Um, I'm not sure who you spoke with before, but, um.
[CUSTOMER][NEUTRAL] And then he just said he had to.
[AGENT][NEUTRAL] If they weren't with [PII], um, was it, was it 90 degrees you spoke with?
[CUSTOMER][NEUTRAL] OK, so you're.
[AGENT][NEUTRAL] Or IMA
[CUSTOMER][NEUTRAL] The number that I was given was for American Public Life.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it was the [PII] number [PII]?
[AGENT][NEUTRAL] Mm, that's ours is uh 860 0 excuse it's [PII] so I know that a lot of these um a lot of members are a part of a multi plan so if one.
[AGENT][NEUTRAL] Uh, provider or carrier found them does not necessarily mean they have a policy with us.
[AGENT][NEUTRAL] And unless that he might go by a different name um or something like that I don't have anyone with that name in our system.
[CUSTOMER][POSITIVE] Mm, OK, thank you, bye.
[AGENT][POSITIVE] Sorry about that.