AccountId: 011433970860
ContactId: 71a44b26-41b5-4409-9cfe-4af4f2e80264
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140910 ms
Total Talk Time (AGENT): 57431 ms
Total Talk Time (CUSTOMER): 36680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/71a44b26-41b5-4409-9cfe-4af4f2e80264_20250305T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I am calling from the facility Prima Health Coney Memorial Hospital, and I just got off the phone with [PII].
[CUSTOMER][NEUTRAL] And I forgot to ask her what this um procedure on this member that's having hospital outpatient surgery would need an authorization.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you um with authorization for the event uh can you please give me your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Member ID is 02513034.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I am going to need to go ahead and transfer you on over now to multi plan to see if um.
[AGENT][NEUTRAL] Authorization is needed for this policy. It's going to be a brief hold while I transfer you. I'm gonna give you the phone number though just in case the call gets dropped while the transfer is in progress.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're very welcome. It's gonna be a brief hold. I'm gonna transfer you on over now.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome.