AccountId: 011433970860
ContactId: aff94fc5-91eb-46e6-865f-3ff49c702f59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227009 ms
Total Talk Time (AGENT): 84936 ms
Total Talk Time (CUSTOMER): 93093 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/aff94fc5-91eb-46e6-865f-3ff49c702f59_20250306T17:21_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] Uh, yes, I was calling to um see a prior authorization is required for this surgery.
[AGENT][POSITIVE] It would be my pleasure to assist you today. May I ask your name and, and callback number?
[CUSTOMER][NEUTRAL] Uh, [PII] and phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 10854449
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] 823-67.
[AGENT][NEUTRAL] Did you say policy number 1085449?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Let me look
[AGENT][NEUTRAL] That is not pulling up that.
[AGENT][NEUTRAL] Patient. Last name [PII]
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And first name, I'm sorry, what was the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I should have remembered that. That's my cat's name. Sorry.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is she a dependent or the policy holder?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Good question.
[AGENT][NEUTRAL] And I'm taking you don't have an ID card, do you for APL?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Let me reach out to her because I don't know if she's giving me because I, I had a different number on file um and that when I called they told me it was um it turned in [PII] and so I told the patient that and she said OK well here I'm sorry I had the wrong card and she sent me.
[CUSTOMER][NEUTRAL] But it looks it says employee ID whereas the first one it said policy slash cert number so I'm wondering if it's not APL if it's something different.
[AGENT][NEUTRAL] Policy slash shirt shirt sorry, policy slash cert number sounds familiar. What was that number? Let me see.
[CUSTOMER][NEUTRAL] Uh, well, that was her old one that is terminated, um, [PII].
[CUSTOMER][NEUTRAL] 4008.
[AGENT][NEUTRAL] Let me look at that 10, it's [PII], not [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh we have [PII]
[AGENT][POSITIVE] Interesting.
[AGENT][NEUTRAL] Let me check to see.
[AGENT][NEUTRAL] Yeah, that's her old policy. I was just checking to see if we had any other policies for her.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you happen to know who her employer is?
[AGENT][NEUTRAL] Do you have that information or social?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, I can't see full social. I'll just check with the patient and see um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know, see what's going on, see if you can send me a picture of the actual card instead of just the.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, well, we'll be happy to assist you if we can get any other information.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] My pleasure. Thank you, [PII], for calling APL. I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye