AccountId: 011433970860
ContactId: 28567724-0016-4e78-99e8-af2a8bcac619
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66300 ms
Total Talk Time (AGENT): 33601 ms
Total Talk Time (CUSTOMER): 20981 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/28567724-0016-4e78-99e8-af2a8bcac619_20250507T13:58_UTC.wav
--------------------------------------------
[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 calling from Prisma Health to verify benefits on a patient that we have coming into our office today.
[AGENT][POSITIVE] All right, [PII] Happy to check benefits. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] 02137707
[AGENT][NEUTRAL] Thank you. And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you. So [PII] is active. Effective date is [PII] for the members secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not, and their outpatient benefits on this are per calendar day with a max of $500.
[CUSTOMER][POSITIVE] All right thank you so very much I do appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.