AccountId: 011433970860
ContactId: 8954f62b-ddaf-4029-91bc-d90176d7384e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149500 ms
Total Talk Time (AGENT): 66902 ms
Total Talk Time (CUSTOMER): 46184 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/8954f62b-ddaf-4029-91bc-d90176d7384e_20250331T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to check if a prioritization is required for a procedure.
[AGENT][NEUTRAL] OK, I can help you with prior authorization. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] cause my callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the um name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mercy Hospital.
[AGENT][NEUTRAL] And may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, name is [PII], and date of birth is [PII], and the ID number is
[CUSTOMER][NEUTRAL] Hold on one moment. Uh.
[AGENT][POSITIVE] Yes, ma'am. Take your time.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 02576527
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Health care
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Oh, we just had somebody just call about her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think it was me, yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Was it you? OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, uh, Tren does have an active policy.
[AGENT][NEUTRAL] Excuse me, her effective date is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I'm a
[AGENT][NEUTRAL] Trans transfer you on over to uh.
[AGENT][NEUTRAL] Multi plan and have them check about uh authorization if authorization is needed for your facility, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it's gonna be a brief hold while I transfer you on over. You have a day, Ms. [PII]. Thank you for calling APA.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] You're welcome. And there's nothing else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that will be all, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Have a blessed day. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For questions