AccountId: 011433970860
ContactId: 8cfa513c-9782-485f-acee-7504d008b0c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264390 ms
Total Talk Time (AGENT): 94507 ms
Total Talk Time (CUSTOMER): 74631 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/8cfa513c-9782-485f-acee-7504d008b0c8_20250304T20:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], nurse here at Comwell. Um, I was calling about a patient to initiate a prior authorization for medication.
[AGENT][NEUTRAL] All right. Uh, would it be a um
[AGENT][NEUTRAL] Taking coverage for a patient, pretty much.
[CUSTOMER][NEUTRAL] Uh, yeah, I just need to do like a prior authorization for a medication for the client.
[AGENT][NEUTRAL] All right, I see. um, what is the customer's name?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what would be the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Pull up here.
[AGENT][NEUTRAL] It should start with a 02 or 01.
[AGENT][NEUTRAL] Or we can search it up using her social security number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, I don't have that, but I think I have it. It's the policy number, is that what you need?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Yeah, so it looks like it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you very much. And what is a good call back number in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you very much. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm a nurse with Comwell.
[AGENT][POSITIVE] Alright, thank you very much, [PII], and give me just a second while I search up the policy.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what would be the date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, it's under her husband.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure what his birthday is. I've got her birthday.
[AGENT][POSITIVE] Hs works.
[CUSTOMER][NEUTRAL] OK, hers was [PII].
[AGENT][NEUTRAL] All right, thank you very much, Ms. [PII]. Um, I will go ahead and transfer you to the benefits department so they can provide um that authorization for you. I will go ahead and provide the policy number and say you are verified so you don't have to repeat that information, all right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect, yeah.
[AGENT][NEUTRAL] Thank you. I'm gonna go ahead and place you on a brief hold.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Good afternoon, [PII]. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][NEUTRAL] Doing good. Hey, I have a nurse from um provider's office calling to um have an authorization for a patient. Um her name is
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Her name is [PII] and the policy number is 259.
[AGENT][NEUTRAL] 8049.
[CUSTOMER][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she will be the spouse.
[CUSTOMER][NEUTRAL] OK, um, you can send it through.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello [PII]?