AccountId: 011433970860
ContactId: 0fff4f0b-6448-4241-8602-6a6cf5ea6e31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124279 ms
Total Talk Time (AGENT): 65793 ms
Total Talk Time (CUSTOMER): 31218 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/0fff4f0b-6448-4241-8602-6a6cf5ea6e31_20250213T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Prima Health.
[CUSTOMER][NEUTRAL] And I want to verify business benefits and eligibility.
[AGENT][NEUTRAL] OK, I can help you with um benefits and eligibility um can I please get your callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][POSITIVE] Thank you. And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Oh thank you. And what's the patient's policy number?
[CUSTOMER][NEUTRAL] 02493354
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. She has a supplemental gap insurance policy that helps with deductible, co-pay, and co-insurance. She has an inpatient benefit amount of $6800 per calendar year, and then she also has um an outpatient calendar year benefit amount of $6800.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need your name and the call reference number, please.
[AGENT][NEUTRAL] My name is [PII] and you can use my name and today's date as the reference number.
[CUSTOMER][NEUTRAL] Initial of the last name?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you too.