AccountId: 011433970860
ContactId: b0647a84-1c01-4b6a-bec6-ad33595d249c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140360 ms
Total Talk Time (AGENT): 53291 ms
Total Talk Time (CUSTOMER): 48475 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/b0647a84-1c01-4b6a-bec6-ad33595d249c_20250625T20:24_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm wondering if you guys require prior authorization for procedures for patients.
[AGENT][NEUTRAL] Well, let me check. And with whom am I speaking, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] It is 000 C as in Charlie 10029607.
[AGENT][NEUTRAL] OK, I'm not sure that's one of our policy numbers. Um, how do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I'll just see if I can't find. I don't show anybody.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes I'm, I'm sorry.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Anybody in my system under that name.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, weird.
[AGENT][NEUTRAL] And they were saying that it was that it was uh.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Um, I don't know, just as the American public, I guess.
[AGENT][NEUTRAL] Yeah, I'm I'm very sorry that isn't one of our policy numbers. That's.
[CUSTOMER][NEUTRAL] Is there
[CUSTOMER][NEUTRAL] Is there like a health insurance type?
[AGENT][NEUTRAL] Well, we are a health, yes, we are a health insurance. Yeah, that's what we do, um, but, uh, this isn't, it's not coming up under.
[CUSTOMER][NEUTRAL] Coverage for these patients or people with you? OK.
[AGENT][NEGATIVE] Under, uh, that, that policy number, that's the wrong policy number and
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] It's it's not coming up by their name.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Interesting.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I guess we'll have to figure out.
[CUSTOMER][NEUTRAL] Where they got that information from then, OK.
[CUSTOMER][NEUTRAL] Do you have reference numbers for calls?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as our reference.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Thanks for contacting AT