AccountId: 011433970860
ContactId: e23c5eda-604e-4e4d-b205-579786acaa9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235800 ms
Total Talk Time (AGENT): 105081 ms
Total Talk Time (CUSTOMER): 85886 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/e23c5eda-604e-4e4d-b205-579786acaa9b_20250605T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling API. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I'm calling from Prisma Health OBGYN Center, and I have a question.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have a patient that's having a surgical procedure and need to see if prior authorization is required.
[AGENT][NEUTRAL] OK, sure, I can get that pulled up and see if authorization is required. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's D as in Delta 47698828.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII], that is through, uh, they're called 90 Degree Benefits. Um, do you maybe have their social? I can search for them that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, let me look, I do [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] Oh, I guess that's [PII].
[CUSTOMER][NEUTRAL] Or do you need the whole name?
[CUSTOMER][NEUTRAL] It's spelled [PII]
[CUSTOMER][NEUTRAL] And then the last name is um [PII] and also [PII]
[AGENT][NEUTRAL] OK, so I did not get a result with that social. Let me read that back to make sure I did hear that correctly, um, that was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, that's the one we have on file.
[AGENT][NEUTRAL] OK. All right. Well, I do not see them with that. Um,
[AGENT][NEUTRAL] Let's see, I could try searching just using the name. Uh, you did say that was [PII] That was the first name?
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] And OK.
[AGENT][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh, and then [PII]
[AGENT][NEUTRAL] OK, alrighty, give me just a moment, let me see if I can find her.
[AGENT][NEUTRAL] Alright, no, I do not have anyone with that name in our system, so what I can do is I can transfer you to uh 90 Degrees since you do have that policy number of theirs, uh, see if they have any kind of coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, sure, give me just a moment. Do you want me to give you that phone number before I transfer you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] and if you call that number you would select option one.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day. Oh yeah, the prompts are very confusing, uh, 90 degrees, uh, that is option one.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Because that's the number I called.
[CUSTOMER][NEUTRAL] OK. You too. Bye bye.
[CUSTOMER][NEUTRAL] Right, yes, ma'am.
[AGENT][POSITIVE] All right thank you have a great day.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Of course bye bye.
[CUSTOMER][NEUTRAL] Alright, you too.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits, if you would like to.