AccountId: 011433970860
ContactId: 924ae021-2bfb-4136-9022-4ad8f28f0208
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102220 ms
Total Talk Time (AGENT): 42892 ms
Total Talk Time (CUSTOMER): 36400 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/924ae021-2bfb-4136-9022-4ad8f28f0208_20250327T14:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] with Pris Health. I am trying to verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can assist with that. Dolores. May I please have your call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and what is the policy number please?
[CUSTOMER][NEUTRAL] 02456437
[AGENT][NEUTRAL] OK, I have that as 02456437 for that policy number, thank you.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information, and she shows effective as of [PII] and this policy shows active as her supplemental medical.
[AGENT][NEUTRAL] And would you also need benefits for her as well?
[CUSTOMER][NEUTRAL] So this is a supplemental policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, no, then I just need to know that it's active. I'll list it with her um primary coverage. Is there a reference number for the call?
[AGENT][NEUTRAL] We do not use reference numbers Dolores. You can use my name [PII] last initials [PII] and today's date.
[CUSTOMER][POSITIVE] All right, [PII], thank you so much for your help. I hope you have a good rest of your day.
[AGENT][POSITIVE] And you as well thank you for calling APL. Take care bye.
[CUSTOMER][POSITIVE] Thanks bye.