AccountId: 011433970860
ContactId: d1f9c317-c614-495a-ad7e-a076a32fa7fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75680 ms
Total Talk Time (AGENT): 29822 ms
Total Talk Time (CUSTOMER): 35141 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d1f9c317-c614-495a-ad7e-a076a32fa7fe_20250204T20:57_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, hi, my name is [PII], and I'm calling from Prisma Health, and I am trying to find out if a subscriber still has a policy active.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sure, the callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02137724.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Um, that's it. Um, do you, I just use your name and today's date for.
[AGENT][NEUTRAL] Yes, that's correct. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate.
[AGENT][POSITIVE] You're welcome, [PII], thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks. Goodbye.