AccountId: 011433970860
ContactId: afa29ba0-dd4c-4614-bc1e-639c1aad3595
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120970 ms
Total Talk Time (AGENT): 48905 ms
Total Talk Time (CUSTOMER): 56174 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/afa29ba0-dd4c-4614-bc1e-639c1aad3595_20250320T12:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. I'm calling from Prisma Health, calling to get an authorization for a patient, um, was admitted to our facility through the emergency room.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the authorization, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, um, so the phone number, let me open up my chart. I'm so sorry. So the phone number is gonna be area code [PII].
[AGENT][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] Um, I have a policy number and then I also have a medical ID number, which one?
[AGENT][NEUTRAL] Oh, OK, so whichever one starts with a 01 or 02.
[CUSTOMER][NEUTRAL] Got you. OK, so 02596440.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the, the employee is [PII], but the patient is [PII], um, and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So taking a look, um, there's no prior authorization or pre-cert that's required um for any of our policies.
[CUSTOMER][NEUTRAL] OK great do you guys give um.
[AGENT][NEUTRAL] Because we're not a major medical.
[CUSTOMER][NEUTRAL] Got you. OK, great. Do you give um call reference numbers for your call?
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name in today's date, which is [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Wonderful thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Nope, that's all I need thank you so much.
[AGENT][POSITIVE] Alright, have a great day. You're welcome.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thanks you too bye bye.