AccountId: 011433970860
ContactId: cb9cf4ee-c806-4157-b694-d804c2fbe085
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385019 ms
Total Talk Time (AGENT): 89954 ms
Total Talk Time (CUSTOMER): 119505 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/cb9cf4ee-c806-4157-b694-d804c2fbe085_20250606T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi, this is [PII] with Pris Health. I am calling to verify whether or not a patient's plan is active and if it is, if it covers an outpatient ultrasound.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, [PII]. Um, where did you say you were calling from again?
[CUSTOMER][NEUTRAL] Prisma Health, it's a facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] That is D as in dog, 43722079.
[AGENT][NEUTRAL] And what is the last name?
[CUSTOMER][NEGATIVE] [PII]
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, just making sure.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm not showing her in our system. um, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They have her listed as spouse.
[CUSTOMER][NEUTRAL] And her spouse has a different last name. I don't know if that matters.
[AGENT][NEUTRAL] Um, it shouldn't, but what is his last name?
[CUSTOMER][NEUTRAL] [PII], it's what they have on the card.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What state are you calling from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] I think I found them. Give me just a moment. My computer's going a little bit slow today.
[CUSTOMER][NEGATIVE] Our computers have been awful the entire week. It's, it's just been like we're praying Monday is better.
[AGENT][NEUTRAL] Do you have his date of birth with you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't, let me see.
[CUSTOMER][NEUTRAL] If I can get his information.
[AGENT][POSITIVE] So I was able to pull him up.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Don't, they've got him listed as significant other.
[AGENT][NEUTRAL] OK, I found it.
[CUSTOMER][NEUTRAL] Um, let me see if I can.
[AGENT][NEUTRAL] I found, I found her. Um, can you verify her date of birth?
[CUSTOMER][NEUTRAL] Oh, did you? OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And she gave you the last name [PII]?
[CUSTOMER][NEUTRAL] Well, I don't have her in front of me so I create estimates. I work on the facility side that's the name that they actually have in her chart. I wonder if if it's possibly changed. Let me see if there's a photo ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's not the same. Um, the date of birth is the same, so I was able to find them, um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And I'm looking through her documents to see if somebody scanned and they.
[CUSTOMER][NEUTRAL] But of course if you need to look at one here we go let's see, of course this is an old one it's from [PII].
[CUSTOMER][NEUTRAL] Yeah, so this is an old ID from [PII] that has [PII] as the last name. It's possible that her last name has changed since then.
[AGENT][NEUTRAL] Yeah, so you'll want to go ahead and give her a call and verify her last name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, because I'm not showing that last name.
[AGENT][NEUTRAL] Um, and then we can give you, you can give us a call back and we'll be able to find that for you, is that OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, that's fine. Um, is there a reference number for the call?
[AGENT][NEUTRAL] So we don't have reference numbers but you can use my name and last initial in today's date. So [PII] in today's date.
[CUSTOMER][POSITIVE] Alright, thank you, [PII] I hope you have a good weekend.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you you too have a great day.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Bye.