AccountId: 011433970860
ContactId: 1fcc218b-7d56-451b-ba66-2d02a578d8bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253289 ms
Total Talk Time (AGENT): 117413 ms
Total Talk Time (CUSTOMER): 74263 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1fcc218b-7d56-451b-ba66-2d02a578d8bb_20250203T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I'm calling from Prisma Health. I need to verify a patient's eligibility dates, please excuse me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I could check that eligibility for you. uh [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] D as in David, 43714958.
[AGENT][NEUTRAL] OK, so that's actually not gonna be one of our policy numbers, [PII] that is through, uh, they're called 90 Degrees. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Sure, yes, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Get that for you.
[CUSTOMER][NEUTRAL] Social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name for the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you for verifying that. Give me just a moment.
[AGENT][NEUTRAL] OK, and uh was this for medical correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I did find her policy, um, it is currently active. That effective date was [PII], and I can give you that, uh, policy number she has with us whenever you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It is 02
[AGENT][NEUTRAL] 54
[AGENT][NEUTRAL] 5013.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] So you, this is two different insurances, 90 degree benefits and APL?
[AGENT][NEUTRAL] Right, so.
[AGENT][NEUTRAL] Mhm, so this is a part of it it's a multi-plan, so I'm not sure she might have additional policies through 90 Degrees. Uh, this one that she has with us is, uh, it's a limited indemnity medical plan, so essentially just pays a set dollar amount per procedure or office visit and the only other policy she has with us is a dental policy. Uh, if you'd like, I can give you 90 degrees, uh, their information if you'd like to give them a call to see what kind of coverages she might have with them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, yeah, we filed with them and they said the policy wasn't in effect so I need to get the dates that she was affected with them all as well.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, sure, give me just a moment let me get that information I can give you their phone number and then I can transfer you to if you'd like.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Alright, yes, let me know when you're ready for that phone number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK it is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] Um, can I have your name and date of birth, I mean name and first initial of your last name?
[AGENT][NEUTRAL] Sure, um, it's [PII]
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And a call reference number?
[AGENT][NEUTRAL] And the reference number would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Alright, yep, I'll go ahead and put you on a hold and get them on the line for you. I hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Perfect, thank you, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling [PII]