AccountId: 011433970860
ContactId: 9eb70c56-708e-4aa6-ab87-936d5cce5da5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164729 ms
Total Talk Time (AGENT): 72374 ms
Total Talk Time (CUSTOMER): 96002 ms
Interruptions: 4
Overall Sentiment: AGENT=2.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/9eb70c56-708e-4aa6-ab87-936d5cce5da5_20250107T16:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and I'm calling with Prisma Health and I'm trying to find out if this patient has any benefits eligible or not with this insurance that they provided with us.
[AGENT][NEUTRAL] Well, [PII], it would be a pleasure to assist you with eligibility. What is the policy number for the patient?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I have here, I'm looking for the card. Um, the card says policy number is 02137720.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Excuse me. Thank you, [PII]. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, last name is [PII], [PII], first name is [PII] Birthday [PII].
[AGENT][POSITIVE] All right, thank you. And it would be a pleasure to assist you with those benefits for [PII].
[AGENT][NEUTRAL] I am showing that [PII]'s policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to the policyholders' major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is. Um, he has, um, I think it's Blue Cross. I'm not sure I know uh major is, no, Cigna, Cigna. OK, thank you so much. Is there a reference number for me to put in the system?
[AGENT][NEUTRAL] [PII], it would be my name in today's date and I spell my name [PII].
[AGENT][POSITIVE] And it was pleasure to end the day state, the [PII] already.
[CUSTOMER][NEUTRAL] Mhm. And today's date.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh my, that's what I told my mom. It's like, this is flying by. I work from home and I'm like, I looked at the time and I said, it's [PII]. I said, it's just this year, this year is gonna fly. I'm gonna say this. This year, this year is gonna be like, mm just.
[AGENT][NEUTRAL] Me too.
[AGENT][NEUTRAL] It is gonna fly.
[AGENT][POSITIVE] Mhm. And it may not be a bad thing.
[CUSTOMER][POSITIVE] Enjoy every moment. Enjoy every moment of it, every moment of it because we'll have [PII] in no time, ready to shop for [PII].
[AGENT][POSITIVE] That's right.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Oh, please don't say that. You, you just didn't have to say that.
[CUSTOMER][POSITIVE] Well, you take care. Thank you so much. OK, stay safe, [PII]. OK.
[AGENT][POSITIVE] You too, [PII]. It's my pleasure. You stay safe and stay warm.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][NEUTRAL] Bye-bye.