AccountId: 011433970860
ContactId: d5032a89-e6b8-43b9-8f25-93da55cfa82b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149759 ms
Total Talk Time (AGENT): 97555 ms
Total Talk Time (CUSTOMER): 43527 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/d5032a89-e6b8-43b9-8f25-93da55cfa82b_20250317T13:02_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Prisma Health, and I want to verify business benefits eligibility.
[AGENT][POSITIVE] I can certainly help with benefits and eligibility, and I do apologize, I didn't catch your name.
[CUSTOMER][NEUTRAL] [PII] spelled [PII]
[AGENT][NEUTRAL] [PII], OK, thank you very much. Um, [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Policy number is 2,371,130.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Thank you. Uh, while I'm looking that up, if I could just have a contact number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][POSITIVE] I do appreciate that. Thank you. So I have medical benefits for her. I have dental benefits for her. Is there anything in particular that we're looking at?
[CUSTOMER][NEUTRAL] Medical, medical benefits for sick office visit, yeah, for primary and specialist.
[AGENT][NEUTRAL] The medical
[AGENT][NEUTRAL] OK, thank you. Her policy went into effect on [PII]. It is active. This is a hospital indemnity policy and what it does is it pays a flat rate benefit, and I believe it is just for hospital services. So excuse me just a minute, uh, I'm gonna just check this, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Uh, just let me just see here because I think this is just for hospital. I don't think this has anything to do with office visits, so we'll just check that really quickly, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, so this is not major medical. This is just a, a limited benefit policy and that's why we need to look these things up. So this is really just for hospitals. So this doesn't have any sort of um benefits for uh office visits at all. Um, it's just for, uh, if you're admitted to the hospital, if you had uh surgery, uh, or if you had diagnostic testing.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So are we doing diagnostic testing or is it, it's just that office? Uh.
[CUSTOMER][NEUTRAL] No, just the office established business internal.
[AGENT][NEUTRAL] I see. OK. Yes, so this is not going to, uh, this is not have any office visits, uh, um.
[CUSTOMER][NEUTRAL] OK, I just need, OK, I just need your name and the call reference number if you have.
[AGENT][POSITIVE] Benefits at all.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. Um, we're going to use that today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting AP have a good.