AccountId: 011433970860
ContactId: cc9b2f02-388d-4111-9fcb-a61dafbd801b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151429 ms
Total Talk Time (AGENT): 48777 ms
Total Talk Time (CUSTOMER): 53761 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/cc9b2f02-388d-4111-9fcb-a61dafbd801b_20250213T21:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling with the facility in [PII]. I have a patient that was, um, admitted to our facility that listed insurance through uh 90 Degree. I'm needing to see about pre-certification.
[AGENT][NEUTRAL] OK. I can verify that for you. And your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Miss, what's the policy number, policy cert number?
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sorry, one second.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] It is D as in Delta 437-07174.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Uh, what's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, first name is [PII] Last name is spelled [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, no, not that one. I'm assuming this is for medical.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, um, I showed he had a policy with us, but it was for dental. I don't show he had any medical and going by that number you gave initially, that's through IMA, um, I can give you their phone number or transfer you to them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, their phone number is [PII], option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you try to transfer me?
[AGENT][NEUTRAL] I can. Give me one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.