AccountId: 011433970860
ContactId: 5596335f-d9ee-4426-81b9-4818bd6cd106
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307399 ms
Total Talk Time (AGENT): 127685 ms
Total Talk Time (CUSTOMER): 89861 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/5596335f-d9ee-4426-81b9-4818bd6cd106_20250319T18:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Prisma Health, um, calling regarding, um, a patient who was admitted to our facility. I wanted to see if they require an authorization with you guys.
[AGENT][NEUTRAL] OK, I can definitely help you with the authorization. Um, [PII], may I have a good contact number?
[CUSTOMER][NEUTRAL] Uh, yes, let me open up my chart. I'm sorry, I might help if I get myself ready. I was.
[AGENT][POSITIVE] Oh, no, take your time. You're fine.
[CUSTOMER][NEUTRAL] Oh not ready. I'm sorry.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so area code is gonna be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Uh, D for David, 43722079.
[AGENT][NEUTRAL] And do you have the member's ID card available?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] OK, what about their social, that the, so basically that policy number is for 90 degree benefits. I just need the one for APL.
[CUSTOMER][NEUTRAL] Uh, social is gonna be [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name? I just want to make sure this is correct.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, that's pulling up a different and it's [PII]?
[CUSTOMER][NEUTRAL] Correct. And last name [PII]
[AGENT][NEUTRAL] OK, let me try with the name.
[CUSTOMER][NEUTRAL] Looks like the policy is under her husband [PII].
[AGENT][NEUTRAL] Oh, wait a minute, hold on one second. So what's his last name, [PII], [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] Yeah, first name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here. Hold on one moment, here we go.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so there's quite a few [PII]. Um, does he have a middle initial?
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oh, I know what we can do to narrow it down. On the, do you know the employer?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Like is it on a group number because I can look up the employer and then go to their policy.
[CUSTOMER][NEUTRAL] Looks like
[CUSTOMER][NEUTRAL] Go back, come.
[CUSTOMER][NEUTRAL] Uh, employer is a upstate AID upstate.
[AGENT][NEUTRAL] OK, 8.
[AGENT][NEUTRAL] OK, hold on one moment, let's try that because I don't.
[AGENT][NEUTRAL] It's a whole bunch of them.
[CUSTOMER][NEUTRAL] Mm it's always kind of those.
[CUSTOMER][NEGATIVE] And of course they didn't give me a date of birth for him either. I wouldn't have.
[AGENT][NEUTRAL] Hm, OK. So that doesn't seem to be one of our groups. This is what it sounds like. The the number that you call, did you call at [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so you did dial us directly.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] That sometimes when people are trying to reach 90 degrees, they get redirected to us.
[AGENT][NEUTRAL] Um, because with that D number, that's for 90 degree benefits and they work with several different insurance companies, so.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The the social that we tried, was that [PII] or [PII]? That was [PII], I think. OK.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Uh, [PII], mhm.
[AGENT][NEUTRAL] Because when I look up the group Aid upstate.
[AGENT][NEUTRAL] I'm not showing a group that we serve with that name, but they could have put it under something else for us, you know what I mean? So I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The, the only thing to do.
[AGENT][NEUTRAL] And they're there now?
[CUSTOMER][NEUTRAL] Uh, yeah, they're in the hot, you know what?
[CUSTOMER][NEUTRAL] You know what we're gonna do?
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] No, I'm just gonna send a message to the site and let them know that I need more information.
[CUSTOMER][POSITIVE] No, we're good thank you for checking for this for me. We've done our job, our due diligence, we are good to go. I appreciate your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.