AccountId: 011433970860
ContactId: d6c1e157-1f69-4bfe-a5ee-5db53d6f4863
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209190 ms
Total Talk Time (AGENT): 45035 ms
Total Talk Time (CUSTOMER): 87643 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/d6c1e157-1f69-4bfe-a5ee-5db53d6f4863_20250519T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from provider's office.
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Many
[AGENT][POSITIVE] How can I help you today [PII]?
[CUSTOMER][NEUTRAL] I need to initiate authorization for one patient.
[AGENT][NEUTRAL] Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yeah. It's [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And you were looking for um what information? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I need to initiate authorization, new authorization for one patient.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It's X for X-ray, J for John, B for beta, H for Harry, 421-97744.
[AGENT][NEUTRAL] OK, are you looking at an APL card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's is that what it says on the policy certificate number?
[CUSTOMER][NEUTRAL] The yeah, the member ID number.
[AGENT][NEUTRAL] OK, do you have the do you see a policy certificate number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh yes, it's in-house benefits, uh, cert number and there is outpatient benefits cert number. Which number do you want me to say?
[AGENT][NEUTRAL] Uh, either one should work.
[CUSTOMER][NEUTRAL] The outpatient?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] What's that? What does that one say? or what's that number?
[CUSTOMER][NEUTRAL] [PII] ML 8.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Can you repeat that number one more time? It was, it was too long, so I think I got something wrong.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is 202-3441.
[CUSTOMER][NEUTRAL] 02344614 ML 8.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] OK. I'm not.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Not pulling that one up.
[CUSTOMER][NEGATIVE] Uh, you're unable to
[AGENT][NEUTRAL] OK, hold on one more time.
[CUSTOMER][NEUTRAL] This is the Florida Blue. Is this, uh, and you are from [PII]?
[AGENT][NEUTRAL] No, this is ATL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] Oh