AccountId: 011433970860
ContactId: e61aebb8-1e2a-4792-8fcb-26729db36939
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306420 ms
Total Talk Time (AGENT): 85454 ms
Total Talk Time (CUSTOMER): 151752 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/e61aebb8-1e2a-4792-8fcb-26729db36939_20250228T18:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from the facility from prior authorization department.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please help me to check whether this
[AGENT][NEUTRAL] It may
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] Um, could you please help me to check whether this member's plan is still active?
[AGENT][NEUTRAL] Yes, I can help you with eligibility of the patient. Um, may I get your callback number and the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Yeah. The callback number is [PII].
[CUSTOMER][NEUTRAL] And the facility's name is Y Chicago Medicine Advent Health.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Advan Health and Care Hospital.
[AGENT][NEUTRAL] OK, and then what is the pay?
[AGENT][NEUTRAL] OK. State Hospital. OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII]. And the date of birth is [PII].
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Insurance ID number is 036.
[CUSTOMER][NEUTRAL] 106722.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEGATIVE] If you're not gonna be fine.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and you said that that policy number was 36036106722?
[CUSTOMER][NEUTRAL] What do you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it is 036.
[CUSTOMER][NEUTRAL] 106722
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you see another?
[CUSTOMER][NEUTRAL] Give me a moment.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I'll tell you I.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] That's the number which I have here. Could you please um verify with the member's name, date of birth, and the address?
[AGENT][NEUTRAL] OK, what is the patient's address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is [PII], and the ZIP code is [PII].
[AGENT][NEUTRAL] OK, and can you spell the first name for me?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] want.
[AGENT][NEUTRAL] OK. And the patient's last name?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much and let me see if I have a [PII] in [PII].
[AGENT][NEUTRAL] I do not have a [PII] in [PII] in our system.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have her social security number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] Yeah, I have that.
[AGENT][NEUTRAL] What is that, please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if I can find it by her social security number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] No ma'am I do not have a [PII] in our system I've exhausted all the ways to search.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, give me a moment.
[CUSTOMER][POSITIVE] Thank you so much. May I know your name, please?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] Could you please provide me the call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Thank you for your help.
[AGENT][POSITIVE] You, you're very welcome, [PII]. Thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you. Have a happy weekend. Bye-bye.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Bye-bye.