AccountId: 011433970860
ContactId: 7b23b201-7e6f-4f47-ae33-9568326f6373
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122160 ms
Total Talk Time (AGENT): 54071 ms
Total Talk Time (CUSTOMER): 40779 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/7b23b201-7e6f-4f47-ae33-9568326f6373_20250122T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], my name is [PII]. I am wanting to see if prior off is required on a patient please.
[AGENT][NEUTRAL] OK, I can help you with prior authorization. Can you please give me your callback number, [PII]?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] Uh, they said you probably wouldn't be able to look it up by what I have. Um, it's D as in delta.
[CUSTOMER][NEUTRAL] 43410142
[AGENT][NEUTRAL] OK, alright, so what I'm going to need to do is uh transfer you on over to IMA for the benefit prior authorization information. Let me give you that phone number just in case the call is dropped while I'm trying to transfer you that way you'll have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII] and then you would choose option one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, it's gonna be a brief hold. I'm gonna transfer you on over now. Thank you so much for calling [PII]. You have a great rest of your week.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. The administ.