AccountId: 011433970860
ContactId: 8879b406-2255-4e9e-99f8-6b892868666c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116819 ms
Total Talk Time (AGENT): 68037 ms
Total Talk Time (CUSTOMER): 34916 ms
Interruptions: 0
Overall Sentiment: AGENT=3.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/8879b406-2255-4e9e-99f8-6b892868666c_20250421T13:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Secondary
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm with Prisma Health Urgent Care in [PII]. I was calling just to verify eligibility on a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am, Ms. [PII], I'll be glad to help you. Go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] It is 02587142.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. Now your patient's name and date of birth today please ma'am?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] Alrighty, thank you so much for all that information this morning. That looks like [PII].
[AGENT][NEUTRAL] Is a dependent spouse on this medical supplemental plan, I do show the original effective date is [PII]. She is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want to verify benefits. Is that correct or just check eligibility?
[CUSTOMER][NEUTRAL] I just wanted to check eligibility.
[AGENT][POSITIVE] Alrighty, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[CUSTOMER][NEUTRAL] Oh, actually, do you have a reference number for today's call?
[AGENT][POSITIVE] Alrighty, well thanks.
[AGENT][NEUTRAL] No, ma'am, we don't give reference numbers, [PII], excuse me, but you can use my name in today's date if you need to do so, and my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Like if they were, yes, ma'am.
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][POSITIVE] Yes, ma'am, and thanks [PII] for calling IPO. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.