AccountId: 011433970860
ContactId: 8a65ba17-e7dc-4c96-9d35-4f55080aeb91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121300 ms
Total Talk Time (AGENT): 56060 ms
Total Talk Time (CUSTOMER): 40104 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/8a65ba17-e7dc-4c96-9d35-4f55080aeb91_20250519T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I was calling to see if pre-certification was required for a member.
[AGENT][NEUTRAL] OK, I can help you with pre-cert. Can I please get your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's Prisma Health Patewood Outpatient Surgery Center.
[AGENT][NEUTRAL] OK, thank you. And then may I please get the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, member's name is?
[CUSTOMER][NEUTRAL] [PII] and that's [PII] Date of birth is [PII] and ID number is 02341054.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy terminated on [PII], but I'm checking to see if he does have anything active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am. He does not have any medical policies that are active. Um, he only has a group accident and a uh group cancer policy.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful week and thank you for calling APL.
[CUSTOMER][NEUTRAL] All right, you as well. Bye bye.
[AGENT][NEUTRAL] Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] Bye.