AccountId: 011433970860
ContactId: 4d2adfab-3da4-47cd-a430-abe370b95bfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180139 ms
Total Talk Time (AGENT): 74281 ms
Total Talk Time (CUSTOMER): 83954 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/4d2adfab-3da4-47cd-a430-abe370b95bfe_20250514T15:53_UTC.wav
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[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 am calling from the facility Prisma Health to try to, um,
[CUSTOMER][NEUTRAL] Find the eligibility on a member that's having hospital outpatient surgery.
[AGENT][POSITIVE] OK, I'm happy to take a look at benefits today, [PII]. Do you have their policy number?
[CUSTOMER][NEUTRAL] That would be 1366781.
[CUSTOMER][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] All right. And then if I could just get Mr. [PII] date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. The effective date on here is gonna be [PII].
[AGENT][NEUTRAL] We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Their outpatient benefit max for the calendar year is gonna be 4500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Would you know the prices, and I'm, this is not pertaining to him. I was just asking in general, the price for this policy or policy similar to that, do you, do you know that information?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, we don't sell to individuals, we just sell to groups.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it would be, you know, depend on, yeah, whatever that contracted rate is. I wouldn't, you know.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. All right. So if I wanted a policy, uh, uh, um, supplemental policy with you guys, who would I go through?
[CUSTOMER][NEUTRAL] You said groups don't, not individuals. I don't understand that.
[AGENT][NEUTRAL] So we only sell to like employers and their you know and then they provide it to their employees we don't.
[CUSTOMER][NEUTRAL] OK. OK. OK. I get it. I get it.
[AGENT][NEUTRAL] We don't, yeah, we don't issue just to individuals.
[CUSTOMER][POSITIVE] OK, alright, I appreciate all your help, thank you so much. I'm um I'm getting ready to retire in a few and I was just.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Looking for a policy, so and I didn't realize that.
[AGENT][NEUTRAL] No, I hear you.
[CUSTOMER][POSITIVE] That that happens. OK, well thank you so much once again call reference number.
[AGENT][NEUTRAL] Yes, ma'am. Call reference is gonna be my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] At today's date. Alright, thank you so much, Ms. [PII]. Have a good one.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You too, bye bye.