AccountId: 011433970860
ContactId: dee4f18c-935b-4bd5-99a6-74217ba5f514
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138899 ms
Total Talk Time (AGENT): 76690 ms
Total Talk Time (CUSTOMER): 32090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/dee4f18c-935b-4bd5-99a6-74217ba5f514_20250402T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Prima Health and want to verify patients benefits eligibility.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility, Mr. [PII], um, and you said that you were calling from Prisma Health, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth, [PII]. ID number is [PII].
[AGENT][NEUTRAL] OK, thank you and then what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]. No extension.
[AGENT][NEUTRAL] Thank you, ma'am. All right, let me look up the policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. He has a supplemental insurance policy that's billed secondary. It helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He has uh out.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] He has an inpatient benefit amount per calendar year of $1000 and he also has an outpatient benefit amount per calendar year of $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this is a secondary plan, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I just need your name and the call reference number.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date for your reference number.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEGATIVE] No thank you.