AccountId: 011433970860
ContactId: 1fed860a-da98-4db3-b024-706086ef0d75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122339 ms
Total Talk Time (AGENT): 45856 ms
Total Talk Time (CUSTOMER): 61554 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/1fed860a-da98-4db3-b024-706086ef0d75_20250421T15:47_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm with Prisma Health Urgent Care in [PII]. I have a patient that um was in in [PII] and she
[AGENT][NEUTRAL] Can I have a callback number and a policy number for you [PII] before you give me that information so that you don't have to repeat it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] It'd be greatly appreciated.
[CUSTOMER][NEUTRAL] Absolutely callback number is [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number?
[CUSTOMER][NEUTRAL] 02137730
[AGENT][NEUTRAL] And [PII], what is that member's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling in regards to a claim?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Um, I'm calling in just to verify that she was eligible on a certain date.
[AGENT][NEUTRAL] OK, what is the date of service?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So it looks like our policy.
[AGENT][NEUTRAL] Terminated [PII] and then it became effective again [PII]. So she didn't have an active policy then.
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEUTRAL] She did not have an active policy.
[AGENT][NEUTRAL] No, she did not have one.
[CUSTOMER][POSITIVE] OK alright thank you so much.
[AGENT][NEUTRAL] Let me give you the correct policy number though if you have to call back.
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][NEUTRAL] I have a, I have the policy number on file for today. Um, I know that one shows the effective [PII] she provided this card, um, as the secondary for that date of service with this, uh, number, so I just wasn't certain.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] OK, well it was a pleasure speaking with you, [PII]. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thanks bye.