AccountId: 011433970860
ContactId: 63f9b82c-ed53-4450-b25e-e2fc8dd6a7fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149539 ms
Total Talk Time (AGENT): 59170 ms
Total Talk Time (CUSTOMER): 52199 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/63f9b82c-ed53-4450-b25e-e2fc8dd6a7fe_20250421T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Paris Regional Medical Center on a recorded line. This call is regarding to start an inpatient authorization for ER visit.
[AGENT][NEUTRAL] OK, thank you, [PII], and um may I please get your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you're wanting benefits for the patient, is that correct? Because they're coming through the ER?
[CUSTOMER][NEUTRAL] Uh, I want to start an inpatient authorization.
[AGENT][NEUTRAL] OK, so you're checking for authorization. All right, may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] My, my name is [PII]. Last name is [PII], [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Policy number is D as in Delta.
[CUSTOMER][NEUTRAL] 43729508
[AGENT][POSITIVE] OK. Thank you, [PII].
[AGENT][NEUTRAL] I'm gonna need to put a brief hold and transfer you now on the IMA benefit.
[AGENT][NEUTRAL] So that you can authorization with the patient. Let me give you that phone number just in case the call is disconnected you'll have it.
[CUSTOMER][NEUTRAL] They will initiate the oath.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] It's 1800-833-4296.
[AGENT][NEUTRAL] And then when you connection you'll choose option 2.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, I'll be a brief hold. I'm gonna go ahead and transfer you on over now.
[AGENT][POSITIVE] Thank you for calling APL you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members.
[CUSTOMER][NEUTRAL] If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.