AccountId: 011433970860
ContactId: 4cd96030-4b52-49a2-b4a5-d04d5bb8efcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109319 ms
Total Talk Time (AGENT): 50279 ms
Total Talk Time (CUSTOMER): 42480 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/4cd96030-4b52-49a2-b4a5-d04d5bb8efcf_20250515T14:47_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi there. My name is [PII]. I'm calling from Prisma Health in [PII], and I needed to find out if our patient's policy is still active, and if it is, um, if it offers any office visit benefits, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're calling to verify eligibility and benefits for?
[CUSTOMER][NEUTRAL] It is 02456504.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] This policy is currently active and has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, does it offer any business?
[AGENT][NEUTRAL] And you're calling to verify if it covers office visits.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] The policy does not cover office visits, [PII]. However, the treatment received in the office will be covered under the policy under the outpatient benefits of $500 per calendar year. I'm sorry, $500 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and tell me again what your name was, please?
[AGENT][NEUTRAL] My name is [PII]. Would you like for me to spell that for you?
[CUSTOMER][POSITIVE] No, I got it. Thank you so much, [PII]. I appreciate it. Have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Bye.