AccountId: 011433970860
ContactId: 87f6585e-66ee-468d-b6b8-8d8d309785da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183750 ms
Total Talk Time (AGENT): 78916 ms
Total Talk Time (CUSTOMER): 46774 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/87f6585e-66ee-468d-b6b8-8d8d309785da_20250214T20:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Prima Health, and I want to verify patients benefits and eligibility.
[AGENT][POSITIVE] OK, sure. I can assist you with the eligibility and benefits. Can you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's uh D for Delta 43731402.
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with a 0 followed by 7 digits. That's gonna be our number.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] It's 02513034.
[AGENT][NEUTRAL] OK, thank you, one moment, let me pull this information.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And you said you need eligibility and benefits. What type of services being rendered for benefits?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] For 6 office visit for PCP and specialist?
[AGENT][NEUTRAL] Alright, and before I give you any benefit information, I need to let you know that this is not a guarantee payment, just a verification of coverage, and that's just a disclaimer. We have an effective day of [PII]. It is active at the moment and this is one of our limited policies. And with this one, we have an office visit benefit of $75 per visit, maximum of 5 visits per covered person per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it's.
[CUSTOMER][NEUTRAL] And how many visits remaining for this year?
[AGENT][NEUTRAL] OK, let me check on that for you one moment.
[AGENT][NEUTRAL] All 5 are still available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need your name and the call reference number, please.
[AGENT][NEUTRAL] My name is [PII]. That's [PII], and we don't have reference numbers, so you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Right.