AccountId: 011433970860
ContactId: e25d8382-e965-449e-ac20-b6aabb231805
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466440 ms
Total Talk Time (AGENT): 94043 ms
Total Talk Time (CUSTOMER): 135586 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/e25d8382-e965-449e-ac20-b6aabb231805_20250424T13:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from GI Diagnos and Therapeutic Center. Um, we have a patient scheduled for a procedure, and I was wondering um if it requires prior authorization.
[AGENT][NEUTRAL] OK, I can help you with that. What is the policy number?
[CUSTOMER][NEUTRAL] OK. So it's 684284-659.
[AGENT][NEUTRAL] OK. That's too many numbers for our policies. Um.
[AGENT][NEUTRAL] Let's see, is that their social or?
[CUSTOMER][NEUTRAL] No, that's the number that the patient provided for us.
[AGENT][NEUTRAL] OK. What's the last name?
[CUSTOMER][NEUTRAL] And he's
[CUSTOMER][POSITIVE] That it was a multi plan. This is the line, correct for multi plans.
[AGENT][NEUTRAL] Um, we've got, uh, uh, many different plans, so I'm sure, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, what was his last name?
[CUSTOMER][NEUTRAL] Yes, uh, his last name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Can you spell that for me, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I have the social if that could help.
[AGENT][POSITIVE] Yes, ma'am, that would help. Let's see.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I didn't get anything with that. Let me try it by his name. And you said it's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Per.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's his first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, at the end it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Could it maybe be under his spouse's name or?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the spouse's name?
[CUSTOMER][NEUTRAL] Uh, the spouse name or spelling the name?
[AGENT][NEUTRAL] The spouse's name, his wife.
[CUSTOMER][NEUTRAL] OK. Um, let me see if I have that information.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't have her information in my system.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, sorry, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then [PII]. Yes.
[AGENT][NEUTRAL] OK, let me try that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'm still trying to get it up. Hold on just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm not finding anything with either either one's name.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And uh is there anything else that I could provide you to find him?
[AGENT][NEUTRAL] Um, maybe his wife's social or who she works for.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I don't have that one. I just have his um.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] His address, his uh social, his
[AGENT][NEUTRAL] What's his address? Let me see if I can find anything with the address.
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I'm not finding anything. I, I'm so sorry.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I'm going to try to call him to see if there's an issue with the ID number, cause you mentioned that it was too many numbers, correct? For
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, um, ours for APL, uh, usually starts with a 02.
[CUSTOMER][NEUTRAL] For this
[AGENT][NEUTRAL] And it's only
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Only 7 numbers.
[CUSTOMER][NEUTRAL] OK, I understand.
[CUSTOMER][NEUTRAL] Is there a reference number that I can have for the call?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] 81424.
[CUSTOMER][NEUTRAL] OK. And can I have your name as well, please? Just for the record?
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Yes ma'am [PII].
[CUSTOMER][NEUTRAL] And your last name initial?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Perfect. Thank you and have an amazing rest of your day.
[AGENT][NEUTRAL] Alright, well
[AGENT][POSITIVE] Um, thank you, [PII] and thank you for calling APL. Have a great day as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK