AccountId: 011433970860
ContactId: 0244fa61-db50-4fba-b5f5-dca886f0effc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157100 ms
Total Talk Time (AGENT): 100617 ms
Total Talk Time (CUSTOMER): 49517 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/0244fa61-db50-4fba-b5f5-dca886f0effc_20250121T21:31_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm with Prisma Health Urgent Care in [PII]. I have a patient in the department and I was calling to see if I could verify eligibility and benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh yeah, I'd love to help you with the eligibility and benefits today, Ms [PII]. Do you mind if I get your callback number real quick?
[CUSTOMER][NEUTRAL] Yeah, absolutely, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful. And your patient's policy number?
[CUSTOMER][NEUTRAL] It is let's see, you want the policy number or the medical ID number?
[AGENT][NEUTRAL] Um, the one that starts with a 0 and not with a D.
[CUSTOMER][NEUTRAL] OK, OK, 02351181.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And.
[AGENT][POSITIVE] Wonderful. Would you be able to verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh yes ma'am it's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect. I do see [PII] here. It looks like he is current and active with us. He has an effective date of [PII].
[AGENT][NEUTRAL] And let's see, we want to look at some benefits today, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Awesome. I do wanna let you know that any benefits I give over the phone is going to just be a verification and the verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] And let's see um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this is a limited hospital indemnity policy he has with us. Um, he has benefits for hospital admission and confinement, as well as, um, accidental sick or sickness surgical benefits, and a couple diagnostic testing benefits. Um, are any of those ones you want to hear more about?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, we're actually in urgent care.
[AGENT][NEUTRAL] Oh, it does not look like, unless he, no, it does not look like he's gonna have any benefits um for an urgent care setting.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for calling us at APM. I hope you have a fabulous day.
[CUSTOMER][NEUTRAL] Um, before you go, can I bother you for a reference number if possible?
[AGENT][NEUTRAL] Oh, you bet you. It's gonna be my name [PII] and then my last initial will be like boy in today's date.
[CUSTOMER][POSITIVE] Alright perfect thank you so much I appreciate you.
[AGENT][POSITIVE] Hey, my pleasure you take care. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.