AccountId: 011433970860
ContactId: c34c75d7-e543-4e76-9b61-63b7da420045
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291040 ms
Total Talk Time (AGENT): 86810 ms
Total Talk Time (CUSTOMER): 61211 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/c34c75d7-e543-4e76-9b61-63b7da420045_20250616T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII]. I'm calling from Regional Urology, and I'm needing to see if authorization is required for a patient and see if this is a covered benefit.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure, it's D as in dog, 43733257.
[AGENT][NEUTRAL] OK, that's not the, actually, that's not one of our policy numbers. Um, could I get the social? I could look them up that way or I could try to look them up by name and date of birth.
[CUSTOMER][POSITIVE] Yeah, I can give you the social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. Again, you said that it was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, no one's coming up under that social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, wait a minute. I'm sorry, I'm sorry. Thank uh someone came up, one moment. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] I'm sorry, verify his date of birth one more time.
[CUSTOMER][NEUTRAL] Sure, 2, I'm sorry, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this for medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] In one moment, he has several policies on file with us, well, not several, he has a couple, so.
[AGENT][NEUTRAL] I'm looking for the medical 11 moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The only medical policy he has on file with us is for critical illness with cancer benefits. Is that the type of uh service that you're calling to verify?
[CUSTOMER][NEUTRAL] No, ma'am. I'm calling about a cord block for testicular pain.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Unless critical you said?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, critical illness with cancer benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Illness with cancer benefits, OK.
[CUSTOMER][NEUTRAL] Alright, and can I get a reference for this call [PII]?
[AGENT][NEUTRAL] Um, yes, for this call, you can use my name and today's date. Um my name is spelled [PII] my last [PII] is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, that is it. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.