AccountId: 011433970860
ContactId: 5222209d-e3bf-47ef-8afb-387b38a756b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110370 ms
Total Talk Time (AGENT): 63947 ms
Total Talk Time (CUSTOMER): 43868 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/5222209d-e3bf-47ef-8afb-387b38a756b1_20250310T14:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], my name is [PII], and I'm calling from Prisma Health Internal Medicine in [PII]. I was calling to verify eligibility and benefits on a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, area code [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes 1394612.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. This is for a dental policy? No, you said Prisma Health.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] No, it's medical mhm.
[AGENT][NEUTRAL] OK, that's the dental policy number. Hold on, let me find the medical.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, so the medical policy number is 139.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 4608.
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] It was 1394608.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But the policies are no longer active. They were effective from um [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there's been nothing. Mhm.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Alright, is there a call reference number, [PII]?
[AGENT][NEUTRAL] No, ma'am, there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right, thank you so much and I hope you have a very blessed day.
[AGENT][POSITIVE] Thank you, you also, [PII]. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, you're welcome bye bye.