AccountId: 011433970860
ContactId: 135b4c2e-0007-4be3-92c1-a10bc8ca1b00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88830 ms
Total Talk Time (AGENT): 35350 ms
Total Talk Time (CUSTOMER): 35063 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/135b4c2e-0007-4be3-92c1-a10bc8ca1b00_20250403T12:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes [PII], my name is [PII] and I'm calling um from Prisma Health to see if the policy is in effect. Can you help me with that?
[AGENT][NEUTRAL] Mm, I can help you, [PII]. What's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, um, my phone number is [PII], and that is a direct line, and the policy number is 02292662.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for that information, [PII], and we're just checking the eligibility uh dates.
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] OK, I have that information for you. I'm showing an effective date of [PII]. The policy is active at this time, and any other questions?
[CUSTOMER][NEUTRAL] Um, that's all I needed, Tonya, other than a call reference number.
[AGENT][NEUTRAL] You'll use my name in today's state as your reference. [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much [PII]. I hope you have a good day.
[AGENT][POSITIVE] You're welcome thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.