AccountId: 011433970860
ContactId: 93a9291c-9e54-4d09-8273-5ca24b83dcf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114360 ms
Total Talk Time (AGENT): 42379 ms
Total Talk Time (CUSTOMER): 52349 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/93a9291c-9e54-4d09-8273-5ca24b83dcf3_20250130T17:24_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII], my name is [PII] and I am calling from Prisma Health and I am just trying to see if the subscriber's plan is still active.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Sure, it's 02465530.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you wanted to know the benefits for this policy?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, just if she's still active, is the policy active?
[AGENT][NEUTRAL] OK, I can look that up for you. The effective date is [PII]. It is still active.
[CUSTOMER][NEUTRAL] OK, still active. Alright, and the benefits for this plan, do they cover anything for an office for like a primary physician visit?
[AGENT][NEUTRAL] Just a moment, I'll look that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It does not cover the actual office visit itself. It does cover if they have any services done in the doctor's office.
[CUSTOMER][NEUTRAL] OK, services and MD office. OK, alright, [PII], do you give um call reference numbers?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] All right, well thank you so much. I hope you have a wonderful week.
[AGENT][POSITIVE] Thank you and you for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you. Mm bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.