AccountId: 011433970860
ContactId: 9f9c9faf-b48f-464a-bbe0-29a1834eaa60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163580 ms
Total Talk Time (AGENT): 40700 ms
Total Talk Time (CUSTOMER): 51069 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9f9c9faf-b48f-464a-bbe0-29a1834eaa60_20250624T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Prisma Health, um, in [PII], and I'm just calling to find out if this member has benefits, I think.
[AGENT][NEUTRAL] OK. I can help you with benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the policy number for that patient.
[CUSTOMER][NEUTRAL] D as in Delta 43722079.
[AGENT][NEUTRAL] Um, that policy is with 90 degree benefits, but we do some of their policies. I can look it up by the last name. What's the last name?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I'm not pulling up that name in our system. Do you have a social by chance?
[CUSTOMER][NEUTRAL] Um, let me look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, that didn't come up either, so it must be with um
[AGENT][NEUTRAL] Uh, 90 degree. Do you want me to transfer you over there?
[CUSTOMER][NEUTRAL] My degree.
[CUSTOMER][POSITIVE] Um, no, they actually told me to call you and check.
[AGENT][NEUTRAL] OK, OK. I guess they don't have a policy with them either.
[CUSTOMER][NEUTRAL] So yeah, you know.
[CUSTOMER][POSITIVE] Yeah, OK, alright, thank you so much, [PII]. Can I just get the initial to your last name and the call reference?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, it's a references my name is [PII], first initial is [PII], and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.