AccountId: 011433970860
ContactId: 34332d68-fd44-439e-b557-90a1cdf19dcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238929 ms
Total Talk Time (AGENT): 64751 ms
Total Talk Time (CUSTOMER): 42885 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/34332d68-fd44-439e-b557-90a1cdf19dcf_20250422T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Prisma Health, and I just need to verify eligibility and benefits on a patient.
[AGENT][NEUTRAL] Of course, I can help you with that today. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's 021-37652.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and what's a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. And the patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, so it looks like the policy is currently active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does this cover, does this have coverage for office visits?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me pull up their policy certificate.
[AGENT][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I found it. So this is not a guarantee of payment, it's just a verification of coverage. So it looks like they have an outpatient benefit max per calendar day is 500 and that also falls under the office benefit.
[CUSTOMER][NEUTRAL] OK, so that is covered, um, alright, [PII], do you give call reference numbers?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, ma'am. It would be my first name, which is [PII]
[AGENT][NEUTRAL] My last initial [PII] and then today's date.
[CUSTOMER][POSITIVE] All right, thank you so much, [PII]. I hope you have a wonderful week.
[AGENT][NEUTRAL] Of course. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That is all I needed thank you.
[AGENT][POSITIVE] OK. All right. Yeah, of course. Thanks for calling APL Angie. Have a good day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. All right. You too, bye bye.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right. Bye.