AccountId: 011433970860
ContactId: a0a84b8a-0223-4bce-9033-6c7303c7748b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140039 ms
Total Talk Time (AGENT): 49269 ms
Total Talk Time (CUSTOMER): 60264 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/a0a84b8a-0223-4bce-9033-6c7303c7748b_20250522T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Prism Health Partners and Health, and I need to get eligibility on a patient, and um they have this as secondary, so I just want to see if it paid anything toward office visits.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have that policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it's
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] Wait a minute, just clip there it is. OK, it's uh 02586469.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Let me get the policy pulled up. I show she's effective [PII], currently active.
[AGENT][NEUTRAL] And you said this was for office visit?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I guarantee a payment basic outline of the policy.
[AGENT][NEUTRAL] Uh, so they have a $75 benefit payable, um, per calendar year, uh, to a maximum of 5 visits.
[CUSTOMER][NEUTRAL] So it does uh pay some is that toward office visits or just?
[AGENT][NEUTRAL] Yes, that would be for office visit. Yeah, pay a max of 75.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Because I know some APL, uh, plans don't pay toward office. I just wasn't sure.
[CUSTOMER][NEUTRAL] OK. Um, oh,
[CUSTOMER][NEUTRAL] Do you have the group number?
[CUSTOMER][NEUTRAL] Is that
[AGENT][NEUTRAL] Uh yeah. Let me get.
[CUSTOMER][NEUTRAL] For some reason, it's on my card.
[AGENT][NEUTRAL] It's 70056.
[CUSTOMER][NEUTRAL] 70056. OK. And I think that's all I needed.
[AGENT][NEUTRAL] OK, well, thanks, thank you for calling in. Oh, yeah, it's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Do uh do you have a car?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you, [PII] and you have a good weekend.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.