AccountId: 011433970860
ContactId: fd8b79f4-474f-4e59-a062-8bfc7e6070fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105819 ms
Total Talk Time (AGENT): 24971 ms
Total Talk Time (CUSTOMER): 53220 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/fd8b79f4-474f-4e59-a062-8bfc7e6070fb_20250508T19:33_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]. My name is [PII] and I'm from Prisma Health.
[CUSTOMER][NEUTRAL] And I'm trying to see if this patient has maternity coverage.
[AGENT][NEUTRAL] OK, [PII], I can help you with uh benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, I'll try to see if it's this one. Give me one second.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So, I have 0246.
[CUSTOMER][NEUTRAL] 2755.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. It's [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like.
[AGENT][NEUTRAL] Policy terminated on [PII].
[CUSTOMER][NEUTRAL] 519.
[CUSTOMER][NEUTRAL] 24. OK, [PII], can I have the last, uh, the first initial of your last name, please?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And is there any reference number?
[AGENT][NEUTRAL] Reference number is just my name [PII] and then today's date and anything else I can help with?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.