AccountId: 011433970860
ContactId: 5f4ab8ec-bd37-4785-b32c-90efcbaa6fed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382019 ms
Total Talk Time (AGENT): 173460 ms
Total Talk Time (CUSTOMER): 111452 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/5f4ab8ec-bd37-4785-b32c-90efcbaa6fed_20250527T14:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I'm calling from Prisma Health Hospital. Uh, we got a patient that is in our hospital or was in our hospital, sorry, I was trying to see if it requires an authorization.
[AGENT][NEUTRAL] OK, so you're wanting to find out if prior authorization is required on this policy for a member who was at your facility? Yes, ma'am, I can help you with that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My first name is [PII], it's [PII]
[AGENT][NEUTRAL] [PII] Say that one more time, please.
[CUSTOMER][NEUTRAL] [PII], yes ma'am, it's [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] Um, I got D as in David, 43733257.
[AGENT][NEUTRAL] OK, thank you, but the Lare that is a 90 degree benefit number, not an APL.
[CUSTOMER][NEUTRAL] Uh oh. Let me see.
[AGENT][NEUTRAL] Number, so there should be another number on the front of the ID card that has policy certificate, something other than the member ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Bring the car back up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The group number, I see that um the employee ID, the name.
[CUSTOMER][NEUTRAL] I don't see any other numbers though.
[AGENT][NEUTRAL] Do you happen to have the member's full social so I can see if they have a policy with APO before I connect you to 90 Degree benefits.
[CUSTOMER][NEUTRAL] Uh-huh, um, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] OK, so let's see, one moment please.
[AGENT][NEUTRAL] And I apologize, but our system is very slow at the moment.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] OK. So what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh last name is [PII]
[AGENT][NEUTRAL] OK, so, uh-huh. Go ahead. No, you can go ahead.
[CUSTOMER][NEUTRAL] And the date of birth is, uh-huh.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK, thank you. So he does not have medical coverage with APL. Now, did you call [PII], did you call [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] See if that's in the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you just selected the option for APL instead of 90-degree benefits. 90 degree benefits is option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then APL is option 2, but I'll be happy to connect you over to them if you would like, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK. Well, is there anything else that I could help you with today first?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a very nice day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] You're very welcome. So, one moment, please, and I'll get you patched over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for calling. If you would like to participate in a
[CUSTOMER][POSITIVE] Thank you for calling A of your Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Oh hey [PII], it's [PII] at APL. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing fine thank you. So I have a provider on the line who selected the wrong option and the member does not have a policy with APL um the lady's name on the line, [PII], her is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the D number that she gave me was 437.
[AGENT][NEUTRAL] 332-57.
[AGENT][NEUTRAL] For an [PII].
[CUSTOMER][NEUTRAL] Can you say that one more time?
[AGENT][NEUTRAL] D 437.
[AGENT][NEUTRAL] 33257.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For an [PII].
[CUSTOMER][NEUTRAL] OK, that's not uh.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Oh, OK. All right. Well, are you ready to speak to Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, [PII]. Well, thank you so much and I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome and thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.