AccountId: 011433970860
ContactId: bef15e25-e233-4f22-afd7-33d69498c45f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154720 ms
Total Talk Time (AGENT): 51509 ms
Total Talk Time (CUSTOMER): 83079 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/bef15e25-e233-4f22-afd7-33d69498c45f_20250610T14:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Blackstone Medical Services. And I need to check if a patient require an authorization for procedure, please.
[AGENT][NEUTRAL] OK. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's D as in Delta 437-028-12.
[AGENT][NEUTRAL] Alright, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, the, the name is [PII] with date of birth [PII].
[AGENT][NEUTRAL] What's the last name again?
[CUSTOMER][NEUTRAL] Yes, spelled is [PII].
[AGENT][NEUTRAL] OK, one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. I uh callback number is [PII].
[AGENT][NEUTRAL] OK, I don't show that person is having a policy with our company. You may need to contact IMA or 90 Degree Benefits, and I'll give you their phone number.
[CUSTOMER][POSITIVE] Uh, actually I was calling with with a representative of 90 Degree and I was transferred with you.
[AGENT][NEUTRAL] OK, well, the patient doesn't have a policy with our company, so you have to contact them back in regards to authorization.
[CUSTOMER][NEUTRAL] OK. But you say that uh for this member is with a 90 degree, right?
[AGENT][NEUTRAL] Yes, they're not with our company so you need to contact their office.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yeah, yeah, I understand. So, may you confirm me your name again, please, with that you said, I'm sorry.
[AGENT][NEUTRAL] Sure. It's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] All right. And you have uh any phone number for 98 degrees, I'm sorry.
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][POSITIVE] All right. Thank you very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, well thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Are right
[CUSTOMER][NEUTRAL] You had to, right, right.
[AGENT][NEUTRAL] Bye.