AccountId: 011433970860
ContactId: 3e6dc610-9d4b-471c-baf4-898846221864
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111379 ms
Total Talk Time (AGENT): 49130 ms
Total Talk Time (CUSTOMER): 40688 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/3e6dc610-9d4b-471c-baf4-898846221864_20250612T20:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Prisma Health in [PII], and I need to check and see if our patient's policy is still active and if it provides any office visit benefits, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you, um, Ms. [PII], and what's that policy number, please?
[CUSTOMER][NEUTRAL] We have 912963.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII], and he is active on the policy. And you said for office visits. Let's see.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, professional fee.
[AGENT][NEUTRAL] Uh, it's not covered with this policy. Uh, it's secondary only covers for outpatient or in hospitals.
[AGENT][NEUTRAL] Outpatient band ER urgent care, ambulatory surgery center, MRI or imaging center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and you did say your name was [PII]
[AGENT][NEUTRAL] No, ma'am, [PII]
[CUSTOMER][POSITIVE] OK, that's so cute.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right well thank you so much I appreciate your help.
[AGENT][POSITIVE] Oh you're welcome, Ms. [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.