AccountId: 011433970860
ContactId: 81d417cb-2cbe-4db1-9b7b-8f757ad5445f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106459 ms
Total Talk Time (AGENT): 41410 ms
Total Talk Time (CUSTOMER): 27752 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/81d417cb-2cbe-4db1-9b7b-8f757ad5445f_20250409T12:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is um [PII] from Prisma Health. I'm calling to check eligibility on a patient.
[AGENT][NEUTRAL] I can help you, uh, [PII], and what's the policy number?
[CUSTOMER][NEUTRAL] It in
[CUSTOMER][NEUTRAL] 02062980
[AGENT][NEUTRAL] And what's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] And we're checking eligibility dates correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I'm showing an effective date of [PII]. This policy is no longer active as of [PII]. So no active coverage for this patient at this time.
[CUSTOMER][NEUTRAL] OK, and what did you say your name was again?
[AGENT][NEUTRAL] It is [PII] and you'll use my name in today's date as reference for today's call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] OK, that's it thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.