AccountId: 011433970860
ContactId: 9d3d5e99-8e15-40ec-8569-ca7bfe41df91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123080 ms
Total Talk Time (AGENT): 40560 ms
Total Talk Time (CUSTOMER): 56521 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/9d3d5e99-8e15-40ec-8569-ca7bfe41df91_20250516T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII], and I'm calling from Intermountain Healthcare of Nevada. Um, I would like to check the patient's eligibility and benefits.
[AGENT][NEUTRAL] OK. Happy to check benefits and eligibility, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02565106. And it is the policy certificate number, right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient name is uh [PII] So [PII] and date of birth is uh [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. The effective date is going to be [PII]. We are the secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, the plan will cover the, sorry, the plan is a secondary insurance, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah. And yeah, can you please help me with the website operation, please? Like how to log in.
[AGENT][NEUTRAL] To file a claim or?
[CUSTOMER][NEUTRAL] Eligibility and benefits.
[AGENT][NEUTRAL] We don't have a portal where you can check benefits and eligibility. The patient is active. What information do you need as far as benefits?
[CUSTOMER][NEUTRAL] No, thank you. And yeah, the call reference number for this call, please?
[AGENT][NEUTRAL] My name's [PII] and today's date.
[CUSTOMER][POSITIVE] Yeah, thank you so much and thank you so much for your wonderful assistance. Have a nice day and take care bye bye.