AccountId: 011433970860
ContactId: dd55641b-dd1f-45bd-a5f9-1fe7865dd82e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193089 ms
Total Talk Time (AGENT): 84740 ms
Total Talk Time (CUSTOMER): 59947 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/dd55641b-dd1f-45bd-a5f9-1fe7865dd82e_20250129T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I am calling to see if a code needs a prior off.
[AGENT][NEUTRAL] OK, I can help you with prior authorization.
[AGENT][NEUTRAL] Uh, can I please get your name and your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you [PII] and then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] I'm sorry, the name of what?
[AGENT][NEUTRAL] The facility that you're calling for?
[CUSTOMER][NEGATIVE] OK, your phone's breaking up so I'm having a hard time hearing you.
[AGENT][NEUTRAL] Oh, I'm, I'm very sorry. Um, what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The I'm sorry, the name of the drug?
[AGENT][NEUTRAL] No, the name of the um doctor's office clinic Hospital. The name of, yes.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] UPMC Hammet. I'm sorry, sorry, UPMC Hammet.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then what is the name of the patient?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you. And his policy number, please.
[CUSTOMER][NEUTRAL] CHE 2005866
[AGENT][NEUTRAL] OK, that is not one of our policy numbers.
[AGENT][NEUTRAL] Do you have a social security number and I can look up his policy that way?
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look it up real quick.
[AGENT][NEUTRAL] OK, I'm not showing that we have a [PII] in our system.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Were you meaning to call American Public Life APL?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Yeah, that's what I yeah that's what I have in here for him.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yeah, I don't see him in our system with that Social Security number, and that would pull any policy that he had with us up.
[CUSTOMER][NEUTRAL] OK, I'll have to contact him and see what's going on.
[AGENT][POSITIVE] Yes, ma'am. OK. All right, Ms. [PII], I'm sorry. You're, you're welcome. You have a good rest of your day and thanks for calling APL.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Oh, that's OK. Thanks, um.
[CUSTOMER][NEUTRAL] Mm you too bye bye.
[AGENT][NEUTRAL] Bye-bye.