AccountId: 011433970860
ContactId: e7d6a2d3-d6dc-4b57-ab6d-5e87dfbeeea2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217440 ms
Total Talk Time (AGENT): 102343 ms
Total Talk Time (CUSTOMER): 97460 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/e7d6a2d3-d6dc-4b57-ab6d-5e87dfbeeea2_20250422T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], uh, last initial [PII] I am calling from a provider's office to determine a patient's eligibility and prior authorization requirements, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can check that eligibility and if authorization is required. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I have an employee ID on the card. Would that suffice?
[AGENT][NEUTRAL] Um, is it, does it begin with a D?
[CUSTOMER][NEUTRAL] Uh, let me check here, it does.
[AGENT][NEUTRAL] OK, so that's not going to be through us and that is a policy number through um they're called 90 degree benefits um if you don't have anything additional, um, I could start using their social if you have that.
[CUSTOMER][NEUTRAL] Um, probably not, but I can double check. Let me just see here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, we don't have that, no.
[AGENT][NEUTRAL] OK, OK, the only other way I can search is if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] Sure, um, now he does have a suffix. It's a [PII], uh last name is [PII] but [PII] sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see if I can find him. Give me just a moment.
[CUSTOMER][NEUTRAL] And then his date of birth was [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do not have anyone with that name in our system, [PII], so I can get you um 90 degree benefits since you've got that information um I can give you their phone number and then I can transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yes, that is actually who I thought I was calling um because I did use that number on the back of the card, um, is it [PII] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, there.
[AGENT][NEUTRAL] Yes, so the prompts are very confusing, um, so to get to them you would select option one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and I've tried and it it sends me right to a voicemail which is kind of odd, um, so, oh yeah.
[AGENT][NEUTRAL] That is odd. Um, did you try just a little bit ago?
[CUSTOMER][NEUTRAL] I did, uh, several times, yes.
[AGENT][POSITIVE] Interesting. I know, well.
[CUSTOMER][POSITIVE] Yeah, because everyone is busy and, and it wants me to leave a message and I thought well.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK, well, maybe they are a bit tied up right now. Um, I mean we could try again but uh I mean you might have to unfortunately, I'm unable to see any of that information and that's the only phone number I've got.
[CUSTOMER][NEUTRAL] OK, that's OK. I appreciate you checking though, um, are you able to attempt to transfer me to see if if somebody does answer? OK, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Sure, yeah, of course, 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.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] All right thanks bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling [PII]. If you would like to participate in a quick.