From ebbbb6ad5719a897874005c343f3e7270df49f4e Mon Sep 17 00:00:00 2001 From: "Peter.Morton" Date: Fri, 30 Jun 2023 16:34:07 -0500 Subject: [PATCH] em5 sample data --- src/utils/sampleUDGresponse.js | 38538 +++++++++++++++---------------- 1 file changed, 19013 insertions(+), 19525 deletions(-) diff --git a/src/utils/sampleUDGresponse.js b/src/utils/sampleUDGresponse.js index a15fe58..bd8391f 100644 --- a/src/utils/sampleUDGresponse.js +++ b/src/utils/sampleUDGresponse.js @@ -1,17 +1,17 @@ export default { "errors": [ { - "message": "Exception while fetching data (/findContactsCompletedBetween/edges[4]/node/customer) : An unknown error occurred during execution", + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[19]/node/customer) : An unknown error occurred during execution", "locations": [ { - "line": 94, + "line": 95, "column": 9 } ], "path": [ "findContactsCompletedBetween", "edges", - 4, + 19, "node", "customer" ], @@ -20,104 +20,909 @@ export default { } }, { - "message": "Exception while fetching data (/findContactsCompletedBetween/edges[4]/node/queue) : An unknown error occurred during execution", + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[19]/node/queue) : An unknown error occurred during execution", "locations": [ { - "line": 104, + "line": 105, "column": 9 } ], "path": [ "findContactsCompletedBetween", "edges", - 4, + 19, "node", "queue" ], "extensions": { "classification": "DataFetchingException" } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[22]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 22, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[22]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 22, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[24]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 24, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[24]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 24, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[26]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 26, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[26]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 26, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[44]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 44, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[44]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 44, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[48]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 48, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[48]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 48, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[50]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 50, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[50]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 50, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[91]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 91, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[91]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 91, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[134]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 134, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[134]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 134, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[143]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 143, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[143]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 143, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[163]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 163, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[163]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 163, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[168]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 168, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[168]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 168, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[178]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 178, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[178]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 178, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[181]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 181, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[181]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 181, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[195]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 195, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[195]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 195, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[196]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 196, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[196]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 196, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[197]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 197, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[197]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 197, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[198]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 198, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[198]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 198, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[200]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 200, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[200]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 200, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[202]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 202, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[202]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 202, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[222]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 222, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[222]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 222, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[223]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 223, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[223]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 223, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[224]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 95, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 224, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[224]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 105, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 224, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[8]/node/interaction/messages) : An unknown error occurred during execution", + "locations": [ + { + "line": 51, + "column": 17 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 8, + "node", + "interaction", + "messages" + ], + "extensions": { + "classification": "DataFetchingException" + } } ], "data": { "findContactsCompletedBetween": { - "totalCount": 108, + "totalCount": 257, "edges": [ { "node": { - "systemId": "1000055", - "startTime": "2023-03-17T18:17:46.395Z", - "endTime": "2023-03-17T18:19:55.374Z", + "systemId": "1000505", + "startTime": "2021-11-26T17:21:59.545Z", + "endTime": "2021-11-26T17:43:59.344Z", "direction": "INBOUND", "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, + "username": "ccharry", + "firstName": "Harry", + "lastName": "William", + "nickname": "harry", "orgScope": "organisat" }, - "activeDuration": 127, + "activeDuration": 1007, "notes": null, "interaction": { "locale": null, "systemId": "1000000", - "__typename": "Email", - "messageId": "<74789755a8c0def4a2461bb327f4b80f@bemessaged.com>", - "threadId": "1000000", - "sentDate": "2022-07-08T15:48:05.000Z", - "receivedDate": "2022-07-08T15:48:05.000Z", - "subject": "test", - "body": "test\n", - "fromAddress": "customer@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "hu", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "A whitemail was sent to the relevant parties", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": null, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1000058", - "startTime": "2022-07-08T15:51:43.781Z", - "endTime": "2022-07-08T16:01:17.954Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccmary", - "firstName": "Mary", - "lastName": "Zee", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 572, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000000", "__typename": "ConversationFragment", - "conversationId": "4e85e636-0fa5-3755-912f-d87bbc1a75af", + "conversationId": "1000000", + "subChannel": "LIVECHAT", "entryPoint": "VerintChat", "messages": { - "totalCount": 5, + "totalCount": 6, "edges": [ { "node": { @@ -125,7 +930,7 @@ export default { "sender": { "name": "Customer Joe" }, - "sentTime": "2022-07-08T15:51:36.275Z", + "sentTime": "2021-11-26T17:21:57.895Z", "text": "I would like to discuss my account", "type": "STANDARD_MESSAGE" } @@ -136,37 +941,19 @@ export default { "sender": { "name": "System" }, - "sentTime": "2022-07-08T15:51:43.715Z", - "text": "Session started between Customer Joe and VerintChat", + "sentTime": "2021-11-26T17:21:59.047Z", + "text": "Session started between Customer Joe and harry", "type": "SYSTEM_MESSAGE" } }, { "node": { "attachment": null, - "sender": { - "agent": { - "username": "ccmary", - "firstName": "Mary", - "lastName": "Zee" - } - }, - "sentTime": "2022-07-08T15:51:56.437Z", - "text": "test", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": { - "fileType": "image/gif", - "name": "grafana.gif" - }, "sender": { "name": "Customer Joe" }, - "sentTime": "2022-07-08T15:52:25.342Z", - "text": null, + "sentTime": "2021-11-26T17:22:26.768Z", + "text": "welcome", "type": "STANDARD_MESSAGE" } }, @@ -175,113 +962,13 @@ export default { "attachment": null, "sender": { "agent": { - "username": "ccmary", - "firstName": "Mary", - "lastName": "Zee" + "username": "ccharry", + "firstName": "Harry", + "lastName": "William" } }, - "sentTime": "2022-07-08T15:52:34.373Z", - "text": "nice pic", - "type": "STANDARD_MESSAGE" - } - } - ] - }, - "referrerUrl": null, - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 2, - "edges": [ - { - "node": { - "text": "The customer ended the chat session.", - "isActive": true, - "isVisible": false - } - }, - { - "node": { - "text": "Agent Session Ended Unexpectedly", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": null, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1000155", - "startTime": "2022-07-26T16:12:59.991Z", - "endTime": "2022-07-26T16:13:02.389Z", - "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000000", - "__typename": "ConversationFragment", - "conversationId": "4e85e636-0fa5-3755-912f-d87bbc1a75af", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 5, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Customer Joe" - }, - "sentTime": "2022-07-08T15:51:36.275Z", - "text": "I would like to discuss my account", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2022-07-08T15:51:43.715Z", - "text": "Session started between Customer Joe and VerintChat", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccmary", - "firstName": "Mary", - "lastName": "Zee" - } - }, - "sentTime": "2022-07-08T15:51:56.437Z", - "text": "test", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": { - "fileType": "image/gif", - "name": "grafana.gif" - }, - "sender": { - "name": "Customer Joe" - }, - "sentTime": "2022-07-08T15:52:25.342Z", - "text": null, + "sentTime": "2021-11-26T17:24:30.514Z", + "text": "I am currently working on your request, sorry for the delay.", "type": "STANDARD_MESSAGE" } }, @@ -290,935 +977,12 @@ export default { "attachment": null, "sender": { "agent": { - "username": "ccmary", - "firstName": "Mary", - "lastName": "Zee" + "username": "ccharry", + "firstName": "Harry", + "lastName": "William" } }, - "sentTime": "2022-07-08T15:52:34.373Z", - "text": "nice pic", - "type": "STANDARD_MESSAGE" - } - } - ] - }, - "referrerUrl": null, - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Customer abandoned while queuing", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": null, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1000158", - "startTime": "2022-07-26T16:13:19.426Z", - "endTime": "2022-07-27T10:27:18.612Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccmary", - "firstName": "Mary", - "lastName": "Zee", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 65639, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000050", - "__typename": "ConversationFragment", - "conversationId": "dc8ef1a8-004b-3e71-95f2-e0dd8d9a1c99", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 2, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Customer Joe" - }, - "sentTime": "2022-07-26T16:13:13.279Z", - "text": "I would like to discuss my account", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2022-07-26T16:13:19.343Z", - "text": "Session started between Customer Joe and Mary", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://pt2.demo-custom.verintdemo.com/livechat/liveChat.html?type=Messaging", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Agent Session Ended Unexpectedly", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": null, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1002807", - "startTime": "2023-04-12T17:42:52.681Z", - "endTime": "2023-04-12T18:45:33.233Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 7391, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000000", - "__typename": "Email", - "messageId": "<74789755a8c0def4a2461bb327f4b80f@bemessaged.com>", - "threadId": "1000000", - "sentDate": "2022-07-08T15:48:05.000Z", - "receivedDate": "2022-07-08T15:48:05.000Z", - "subject": "test", - "body": "test\n", - "fromAddress": "customer@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "hu", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Agent Session Ended Unexpectedly", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": null, - "queue": null - } - }, - { - "node": { - "systemId": "1002819", - "startTime": "2023-04-13T03:23:11.781Z", - "endTime": "2023-04-13T03:23:46.799Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 35, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000050", - "__typename": "Email", - "messageId": "<64a8463fa6fefa77484a1d07ed4b3eaa@bemessaged.com>", - "threadId": "1000100", - "sentDate": "2023-04-13T03:21:59.000Z", - "receivedDate": "2023-04-13T03:21:59.000Z", - "subject": "Claim", - "body": "Claim Test\n", - "fromAddress": "pmorton@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "An email was sent to the relevant parties", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000000", - "firstName": "Peter ", - "lastName": "Morton" - } - } - ] - }, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1002823", - "startTime": "2023-04-13T03:25:37.459Z", - "endTime": "2023-04-13T03:26:14.631Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 37, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000050", - "__typename": "Email", - "messageId": "<64a8463fa6fefa77484a1d07ed4b3eaa@bemessaged.com>", - "threadId": "1000100", - "sentDate": "2023-04-13T03:21:59.000Z", - "receivedDate": "2023-04-13T03:21:59.000Z", - "subject": "Claim", - "body": "Claim Test\n", - "fromAddress": "pmorton@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Contacted party did not answer", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000000", - "firstName": "Peter ", - "lastName": "Morton" - } - } - ] - }, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1002826", - "startTime": "2023-04-13T03:28:12.744Z", - "endTime": "2023-04-13T03:30:54.206Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 161, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000052", - "__typename": "Email", - "messageId": "", - "threadId": "1000101", - "sentDate": "2023-04-13T03:27:49.000Z", - "receivedDate": "2023-04-13T03:27:49.000Z", - "subject": "Claim", - "body": "Claim\n", - "fromAddress": "pmorton@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Completed", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000000", - "firstName": "Peter ", - "lastName": "Morton" - } - } - ] - }, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1002830", - "startTime": "2023-04-13T03:31:23.310Z", - "endTime": "2023-04-13T03:32:03.735Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 40, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000052", - "__typename": "Email", - "messageId": "", - "threadId": "1000101", - "sentDate": "2023-04-13T03:27:49.000Z", - "receivedDate": "2023-04-13T03:27:49.000Z", - "subject": "Claim", - "body": "Claim\n", - "fromAddress": "pmorton@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Created a new case", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000000", - "firstName": "Peter ", - "lastName": "Morton" - } - } - ] - }, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1002832", - "startTime": "2023-04-13T03:37:08.744Z", - "endTime": "2023-04-13T03:37:09.062Z", - 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"2023-04-14T03:38:13.000Z", - "receivedDate": "2023-04-14T03:38:13.000Z", - "subject": "Claim", - "body": "Claim\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "An email was sent to the relevant parties", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1003867", - "startTime": "2023-04-17T16:51:40.982Z", - "endTime": "2023-04-17T16:52:33.773Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 31, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000150", - "__typename": "Email", - "messageId": "<11766472903829178f5fb5689c5f2bbb@bemessaged.com>", - "threadId": "1000200", - "sentDate": "2023-04-17T16:47:55.000Z", - "receivedDate": "2023-04-17T16:47:55.000Z", - "subject": "Claim", - "body": "Claim\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Saved for later", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1003872", - "startTime": "2023-04-17T16:52:08.617Z", - "endTime": "2023-04-17T16:52:26.434Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 18, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000100", - "__typename": "Email", - "messageId": "", - "threadId": "1000150", - "sentDate": "2023-04-14T03:38:13.000Z", - "receivedDate": "2023-04-14T03:38:13.000Z", - "subject": "Claim", - "body": "Claim\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Completed", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1004022", - "startTime": "2023-04-17T20:41:14.808Z", - "endTime": "2023-04-17T21:01:23.539Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 1209, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000100", - "__typename": "ConversationFragment", - "conversationId": "f3f5a2ec-3c9d-3069-8c25-6a399bb6ad51", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 14, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "david young" - }, - "sentTime": "2023-04-17T20:40:48.736Z", - "text": "I need crowns", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "david young" - }, - "sentTime": "2023-04-17T20:40:55.171Z", - "text": "please let me talk to someone", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T20:40:55.172Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "david young" - }, - "sentTime": "2023-04-17T20:40:58.606Z", - "text": "david", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T20:40:58.607Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "david young" - }, - "sentTime": "2023-04-17T20:40:59.401Z", - "text": "young", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T20:40:59.402Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "david young" - }, - "sentTime": "2023-04-17T20:41:05.058Z", - "text": "david.young@verint.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T20:41:05.059Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "david young" - }, - "sentTime": "2023-04-17T20:41:05.927Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T20:41:14.758Z", - "text": "Session started between david young and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-17T21:01:18.106Z", + "sentTime": "2021-11-26T17:42:47.995Z", "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", "type": "STANDARD_MESSAGE" } @@ -1229,557 +993,14 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-04-17T21:01:19.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:01:19.000Z", + "sentTime": "2021-11-26T17:42:48.335Z", "text": "The conversation has been ended.", "type": "SYSTEM_MESSAGE" } } ] }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 2, - "edges": [ - { - "node": { - "text": "Case Closed", - "isActive": true, - "isVisible": true - } - }, - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": null, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1004023", - "startTime": "2023-04-17T20:40:48.736Z", - "endTime": "2023-04-17T20:41:05.059Z", - "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000100", - "__typename": "ConversationFragment", - "conversationId": "f3f5a2ec-3c9d-3069-8c25-6a399bb6ad51", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 14, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "david young" - }, - "sentTime": "2023-04-17T20:40:48.736Z", - "text": "I need crowns", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "david young" - }, - "sentTime": "2023-04-17T20:40:55.171Z", - "text": "please let me talk to someone", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T20:40:55.172Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "david young" - }, - "sentTime": "2023-04-17T20:40:58.606Z", - "text": "david", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T20:40:58.607Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "david young" - }, - "sentTime": "2023-04-17T20:40:59.401Z", - "text": "young", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T20:40:59.402Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "david young" - }, - "sentTime": "2023-04-17T20:41:05.058Z", - "text": "david.young@verint.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T20:41:05.059Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "david young" - }, - "sentTime": "2023-04-17T20:41:05.927Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T20:41:14.758Z", - "text": "Session started between david young and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-17T21:01:18.106Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:01:19.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:01:19.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Transferred to another agent", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": null, - "queue": null - } - }, - { - "node": { - "systemId": "1004060", - "startTime": "2023-04-17T21:17:14.837Z", - "endTime": "2023-04-17T21:19:04.623Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 110, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000101", - "__typename": "ConversationFragment", - "conversationId": "783ee6c4-95a0-3fff-b7be-4d6f0e02a271", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 25, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:14:29.241Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:14:29.242Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:14:37.232Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:14:37.233Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:14:41.319Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:14:41.320Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:14:54.025Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:14:54.026Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:15:04.412Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:15:04.413Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:15:24.546Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:15:24.547Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:15:42.303Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:15:42.304Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:15:51.006Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:15:51.007Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:15:56.192Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:15:56.193Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:16:05.969Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:16:05.970Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:16:06.321Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:17:14.828Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-17T21:18:49.352Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:18:50.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:18:50.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "referrerUrl": "https://test.verint.training/livechat/liveChat.html" }, "outcome": { "totalCount": 1, @@ -1799,8 +1020,8 @@ export default { { "node": { "ref": "CC1000000", - "firstName": "Peter ", - "lastName": "Morton" + "firstName": "peter", + "lastName": "tester" } } ] @@ -1813,312 +1034,150 @@ export default { }, { "node": { - "systemId": "1004061", - "startTime": "2023-04-17T21:14:29.241Z", - "endTime": "2023-04-17T21:16:05.970Z", - "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, + "systemId": "1000545", + "startTime": "2021-11-26T17:29:26.33Z", + "endTime": "2021-11-26T17:29:52.933Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccharry", + "firstName": "Harry", + "lastName": "William", + "nickname": "harry", + "orgScope": "organisat" + }, + "activeDuration": 280, "notes": null, "interaction": { - "locale": "en-GB", - "systemId": "1000101", - "__typename": "ConversationFragment", - "conversationId": "783ee6c4-95a0-3fff-b7be-4d6f0e02a271", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 25, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:14:29.241Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:14:29.242Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:14:37.232Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:14:37.233Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:14:41.319Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:14:41.320Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:14:54.025Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:14:54.026Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:15:04.412Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:15:04.413Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:15:24.546Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:15:24.547Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:15:42.303Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:15:42.304Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:15:51.006Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:15:51.007Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:15:56.192Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:15:56.193Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:16:05.969Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:16:05.970Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-17T21:16:06.321Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:17:14.828Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-17T21:18:49.352Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:18:50.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-17T21:18:50.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } + "locale": null, + "systemId": "1000050", + "__typename": "Email", + "messageId": "", + "threadId": "1000051", + "sentDate": "2021-11-26T17:29:50.146Z", + "receivedDate": null, + "subject": "<< Ref:1000051 >> test out", + "body": "

test out

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000000", + "firstName": "peter", + "lastName": "tester" } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1000546", + "startTime": "2021-11-26T17:31:36.449Z", + "endTime": "2021-11-26T17:32:06.038Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccharry", + "firstName": "Harry", + "lastName": "William", + "nickname": "harry", + "orgScope": "organisat" + }, + "activeDuration": 413, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000051", + "__typename": "Email", + "messageId": "", + "threadId": "1000052", + "sentDate": "2021-11-26T17:32:02.76Z", + "receivedDate": null, + "subject": "<< Ref:1000052 >> test from EC", + "body": "

test

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000000", + "firstName": "peter", + "lastName": "tester" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1000547", + "startTime": "2022-08-11T15:35:23.723Z", + "endTime": "2022-08-11T15:36:45.134Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 81, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "adding a note" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000052", + "__typename": "Email", + "messageId": "", + "threadId": "1000053", + "sentDate": "2021-11-24T17:16:51Z", + "receivedDate": "2021-11-24T17:16:51Z", + "subject": "test", + "body": "test\n", + "fromAddress": "ptweed@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "hu", + "mailboxName": "customerservice@demo.verint.com", + "attachmentCount": 0, + "isDuplicate": false }, "outcome": { "totalCount": 1, "edges": [ { "node": { - "text": "Transferred to another agent", + "text": "No need for response", "isActive": true, "isVisible": true } @@ -2126,38 +1185,41 @@ export default { ] }, "customer": null, - "queue": null + "queue": { + "name": "Default", + "orgScope": "organisat" + } } }, { "node": { - "systemId": "1005116", - "startTime": "2023-04-18T03:56:16.331Z", - "endTime": "2023-04-18T04:00:30.202Z", + "systemId": "1000548", + "startTime": "2021-11-26T17:36:21.726Z", + "endTime": "2021-11-26T17:37:04.475Z", "direction": "INBOUND", "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, + "username": "ccharry", + "firstName": "Harry", + "lastName": "William", + "nickname": "harry", "orgScope": "organisat" }, - "activeDuration": 254, + "activeDuration": 43, "notes": null, "interaction": { "locale": null, - "systemId": "1000152", + "systemId": "1000054", "__typename": "Email", - "messageId": "<61ba0213f81b46c75b68808689436a3d@bemessaged.com>", - "threadId": "1000203", - "sentDate": "2023-04-18T03:55:25.000Z", - "receivedDate": "2023-04-18T03:55:25.000Z", - "subject": "The Pharmacy said you are not covering my wife's migraine medication?", - "body": "While at my pharmacy today I was trying to get my wife's migraine \nmedication and they told me that you are not covering it now. I wanted \nto understand why a medication that has been covered for over a year is \nno longer being covered?\n\nI am really frustrated right now and am hoping you can help me resolve \nthe issue so we can get this medication.\n\nRegards,\n\nDean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", + "messageId": "", + "threadId": "1000054", + "sentDate": "2021-11-25T11:59:46Z", + "receivedDate": "2021-11-25T11:59:46Z", + "subject": "test", + "body": "test\n", + "fromAddress": "customer@bemessaged.com", "ccAddresses": [], "bccAddresses": null, - "detectedLanguage": "en", + "detectedLanguage": "hu", "mailboxName": "customerservice@demo.verint.com", "attachmentCount": 0, "isDuplicate": false @@ -2167,249 +1229,49 @@ export default { "edges": [ { "node": { - "text": "Gave Information - Case Update", + "text": "A social message was sent to the relevant parties", "isActive": true, "isVisible": true } } ] }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, + "customer": null, "queue": { - "name": "Pharmacy", + "name": "Default", "orgScope": "organisat" } } }, { "node": { - "systemId": "1005144", - "startTime": "2023-04-18T04:19:36.009Z", - "endTime": "2023-04-18T04:22:25.622Z", + "systemId": "1000549", + "startTime": "2022-08-11T15:44:40.213Z", + "endTime": "2022-08-11T15:45:48.39Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 170, + "activeDuration": 68, "notes": null, "interaction": { "locale": null, - "systemId": "1000152", + "systemId": "1000056", "__typename": "Email", - "messageId": "<61ba0213f81b46c75b68808689436a3d@bemessaged.com>", - "threadId": "1000203", - "sentDate": "2023-04-18T03:55:25.000Z", - "receivedDate": "2023-04-18T03:55:25.000Z", - "subject": "The Pharmacy said you are not covering my wife's migraine medication?", - "body": "While at my pharmacy today I was trying to get my wife's migraine \nmedication and they told me that you are not covering it now. I wanted \nto understand why a medication that has been covered for over a year is \nno longer being covered?\n\nI am really frustrated right now and am hoping you can help me resolve \nthe issue so we can get this medication.\n\nRegards,\n\nDean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", + "messageId": "<492f4637ad27160f69b2ec98964ade2e@bemessaged.com>", + "threadId": "1000055", + "sentDate": "2021-11-26T17:25:50Z", + "receivedDate": "2021-11-26T17:25:50Z", + "subject": "test", + "body": "test\n", + "fromAddress": "customer@bemessaged.com", "ccAddresses": [], "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Completed", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1005146", - "startTime": "2023-04-18T04:22:32.933Z", - "endTime": "2023-04-18T04:23:31.243Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 58, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000152", - "__typename": "Email", - "messageId": "<61ba0213f81b46c75b68808689436a3d@bemessaged.com>", - "threadId": "1000203", - "sentDate": "2023-04-18T03:55:25.000Z", - "receivedDate": "2023-04-18T03:55:25.000Z", - "subject": "The Pharmacy said you are not covering my wife's migraine medication?", - "body": "While at my pharmacy today I was trying to get my wife's migraine \nmedication and they told me that you are not covering it now. I wanted \nto understand why a medication that has been covered for over a year is \nno longer being covered?\n\nI am really frustrated right now and am hoping you can help me resolve \nthe issue so we can get this medication.\n\nRegards,\n\nDean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Gave Information - General", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1005148", - "startTime": "2023-04-18T04:24:30.264Z", - "endTime": "2023-04-18T04:26:14.430Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 104, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000152", - "__typename": "Email", - "messageId": "<61ba0213f81b46c75b68808689436a3d@bemessaged.com>", - "threadId": "1000203", - "sentDate": "2023-04-18T03:55:25.000Z", - "receivedDate": "2023-04-18T03:55:25.000Z", - "subject": "The Pharmacy said you are not covering my wife's migraine medication?", - "body": "While at my pharmacy today I was trying to get my wife's migraine \nmedication and they told me that you are not covering it now. I wanted \nto understand why a medication that has been covered for over a year is \nno longer being covered?\n\nI am really frustrated right now and am hoping you can help me resolve \nthe issue so we can get this medication.\n\nRegards,\n\nDean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Gave Information - Case Update", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1005150", - "startTime": "2023-04-18T04:27:14.941Z", - "endTime": "2023-04-18T04:28:06.921Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 52, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000154", - "__typename": "Email", - "messageId": "<950b665aa8b7e137727e344fad6f9301@bemessaged.com>", - "threadId": "1000204", - "sentDate": "2023-04-18T04:26:42.000Z", - "receivedDate": "2023-04-18T04:26:42.000Z", - "subject": "The Pharmacy said you are not covering my wife's migraine medication?", - "body": "While at my pharmacy today I was trying to get my wife's migraine \nmedication and they told me that you are not covering it now. I wanted \nto understand why a medication that has been covered for over a year is \nno longer being covered?\n\nI am really frustrated right now and am hoping you can help me resolve \nthe issue so we can get this medication.\n\nRegards,\n\nDean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", + "detectedLanguage": "hu", "mailboxName": "customerservice@demo.verint.com", "attachmentCount": 0, "isDuplicate": false @@ -2426,121 +1288,38 @@ export default { } ] }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, + "customer": null, "queue": { - "name": "Pharmacy", + "name": "Default", "orgScope": "organisat" } } }, { "node": { - "systemId": "1005152", - "startTime": "2023-04-18T04:28:13.499Z", - "endTime": "2023-04-18T04:31:47.146Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 214, - "notes": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Coverage for medication query. Requested clarfication." - } - } - ] - }, - "interaction": { - "locale": null, - "systemId": "1000154", - "__typename": "Email", - "messageId": "<950b665aa8b7e137727e344fad6f9301@bemessaged.com>", - "threadId": "1000204", - "sentDate": "2023-04-18T04:26:42.000Z", - "receivedDate": "2023-04-18T04:26:42.000Z", - "subject": "The Pharmacy said you are not covering my wife's migraine medication?", - "body": "While at my pharmacy today I was trying to get my wife's migraine \nmedication and they told me that you are not covering it now. I wanted \nto understand why a medication that has been covered for over a year is \nno longer being covered?\n\nI am really frustrated right now and am hoping you can help me resolve \nthe issue so we can get this medication.\n\nRegards,\n\nDean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Completed", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1005153", - "startTime": "2023-04-18T04:31:03.457Z", - "endTime": "2023-04-18T04:31:03.975Z", + "systemId": "1000550", + "startTime": "2021-11-26T17:36:23.076Z", + "endTime": "2021-11-26T17:36:51.826Z", "direction": "OUTBOUND", "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, + "username": "ccharry", + "firstName": "Harry", + "lastName": "William", + "nickname": "harry", "orgScope": "organisat" }, - "activeDuration": 170, + "activeDuration": 30, "notes": null, "interaction": { "locale": null, - "systemId": "1000155", + "systemId": "1000055", "__typename": "Email", - "messageId": "", - "threadId": "1000204", - "sentDate": "2023-04-18T04:31:03.432Z", + "messageId": "", + "threadId": "1000054", + "sentDate": "2021-11-26T17:36:51.61Z", "receivedDate": null, - "subject": "<< Ref:1000204 >> Re: The Pharmacy said you are not covering my wife's migraine medication?", - "body": "

Mr Vivian,


I am sorry to hear you are having issues with getting your wife's medication. I can understand how frustrating it can be when there is uncertainty about medication coverage. I will be happy to try and help you to get this resolved.      


It looks like your wife is on a number of medications, which medication was it that the pharmacy said was not covered?


Regards,

Adam

Member Services

\"\"



Original Message ...
From: dvivian@bemessaged.com
To: customerservice@demo.verint.com
Subject: The Pharmacy said you are not covering my wife's migraine medication?
Sent: Mon, 17 Apr 2023 21:26:42 -0700

While at my pharmacy today I was trying to get my wife's migraine
medication and they told me that you are not covering it now. I wanted
to understand why a medication that has been covered for over a year is
no longer being covered?

I am really frustrated right now and am hoping you can help me resolve
the issue so we can get this medication.

Regards,

Dean Vivian

", + "subject": "<< Ref:1000054 >> Re: test", + "body": "

test reply





>> Original Message ...
>> From: customer@bemessaged.com
>> To: customerservice@demo.verint.com
>> Subject: test
>> Sent: 25/11/2021 11:59
>>
>> test

", "fromAddress": "customerservice@demo.verint.com", "ccAddresses": [], "bccAddresses": [], @@ -2561,51 +1340,762 @@ export default { } ] }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, + "customer": null, "queue": null } }, { "node": { - "systemId": "1005157", - "startTime": "2023-04-18T04:34:23.635Z", - "endTime": "2023-04-18T04:39:07.977Z", + "systemId": "1000655", + "startTime": "2022-01-09T20:25:12.284Z", + "endTime": "2022-01-09T20:27:08.885Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccharry", + "firstName": "Harry", + "lastName": "William", + "nickname": "harry", + "orgScope": "organisat" + }, + "activeDuration": 115, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000050", + "__typename": "ConversationFragment", + "conversationId": "1000050", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 5, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Customer Joe" + }, + "sentTime": "2022-01-09T20:25:11.574Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-01-09T20:25:11.77Z", + "text": "Session started between Customer Joe and harry", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Customer Joe" + }, + "sentTime": "2022-01-09T20:26:15.818Z", + "text": "test", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccharry", + "firstName": "Harry", + "lastName": "William" + } + }, + "sentTime": "2022-01-09T20:26:48.433Z", + "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-01-09T20:26:48.581Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": "https://test.verint.training/livechat/liveChat.html" + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "The agent ended the chat session.", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1001055", + "startTime": "2022-04-08T19:16:13.691Z", + "endTime": "2022-04-08T19:34:05.749Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccmary", + "firstName": "Mary", + "lastName": "Zee", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 1070, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000100", + "__typename": "ConversationFragment", + "conversationId": "2de761fd-8e5b-38e4-af59-fcb78deb05a9", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": null, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1001105", + "startTime": "2022-04-08T19:41:20.584Z", + "endTime": "2022-04-08T19:42:58Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccmary", + "firstName": "Mary", + "lastName": "Zee", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 96, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000150", + "__typename": "ConversationFragment", + "conversationId": "a727e5ec-6294-38f0-9f2d-0b2850acd102", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 5, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Customer Joe" + }, + "sentTime": "2022-04-08T19:41:12.865Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-04-08T19:41:20.47Z", + "text": "Session started between Customer Joe and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Customer Joe" + }, + "sentTime": "2022-04-08T19:41:29.055Z", + "text": "hi", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": { + "fileType": "text/plain", + "name": "dummyFile.txt" + }, + "sender": { + "agent": { + "username": "ccmary", + "firstName": "Mary", + "lastName": "Zee" + } + }, + "sentTime": "2022-04-08T19:42:02.65Z", + "text": "dummyFile.txt sent.", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-04-08T19:42:40.551Z", + "text": "Customer ended the chat session.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "The customer ended the chat session.", + "isActive": true, + "isVisible": false + } + }, + { + "node": { + "text": "Case Closed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1001109", + "startTime": "2022-04-08T19:43:11.784Z", + "endTime": "2022-04-08T19:54:40.556Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccmary", + "firstName": "Mary", + "lastName": "Zee", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 689, + "notes": null, + "interaction": { + "locale": null, + "systemId": 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Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1001165", + "startTime": "2022-04-20T11:36:27.743Z", + "endTime": "2022-04-20T11:38:09Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccmary", + "firstName": "Mary", + "lastName": "Zee", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 102, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000151", + "__typename": "ConversationFragment", + "conversationId": "82be7632-816b-33cd-a9d9-cee203b95f39", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 3, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Customer Joe" + }, + "sentTime": "2022-04-08T19:43:07.257Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-04-08T19:43:11.774Z", + "text": "Session started between Customer Joe and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": { + "fileType": "text/plain", + "name": "dummyFile.txt" + }, + "sender": { + "name": "Customer Joe" + }, + "sentTime": "2022-04-08T19:43:27.844Z", + "text": null, + "type": "STANDARD_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "A secure message was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1001205", + "startTime": "2022-04-20T13:18:24.303Z", + "endTime": "2022-04-21T11:28:13Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccmary", + "firstName": "Mary", + "lastName": "Zee", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 79748, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000200", + "__typename": "ConversationFragment", + "conversationId": "e055404a-c17b-30fc-9624-54eba86c40cf", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 3, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Customer Joe" + }, + "sentTime": "2022-04-20T13:18:14.599Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-04-20T13:18:24.15Z", + "text": "Session started between Customer Joe and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-04-20T13:20:03.659Z", + "text": "Customer ended the chat session.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "The customer ended the chat session.", + "isActive": true, + "isVisible": false + } + }, + { + "node": { + "text": "A social message was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1001207", + "startTime": "2022-04-20T13:20:14.794Z", + "endTime": "2022-04-20T13:21:57Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccmary", + "firstName": "Mary", + "lastName": "Zee", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 87, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000201", + "__typename": "ConversationFragment", + "conversationId": "495c1556-d1a4-355a-8fde-26c0ed5f95e4", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 5, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Customer Joe" + }, + "sentTime": "2022-04-20T13:20:10.968Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-04-20T13:20:14.785Z", + "text": "Session started between Customer Joe and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": { + "fileType": "text/plain", + "name": "dummyFile.txt" + }, + "sender": { + "name": "Customer Joe" + }, + "sentTime": "2022-04-20T13:20:41.227Z", + "text": null, + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-04-20T13:21:57Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-04-20T13:21:57Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1001263", + "startTime": "2022-04-27T11:11:14.146Z", + "endTime": "2022-04-27T11:12:54Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccmary", + "firstName": "Mary", + "lastName": "Zee", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 99, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000250", + "__typename": "ConversationFragment", + "conversationId": "f4ffaca3-7581-33aa-a9c9-244848cf8077", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 4, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Customer Joe" + }, + "sentTime": "2022-04-27T11:11:06.306Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-04-27T11:11:13.97Z", + "text": "Session started between Customer Joe and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-04-27T11:12:54Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-04-27T11:12:54Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "A social message was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1001403", + "startTime": "2022-07-20T20:47:28.33Z", + "endTime": "2022-07-20T22:00:01.023Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 284, + "activeDuration": 3654, "notes": null, "interaction": { "locale": null, - "systemId": "1000157", + "systemId": "1000100", "__typename": "Email", - "messageId": "<091ff2897f17bd46abca1c2b57dd48e7@bemessaged.com>", - "threadId": "1000204", - "sentDate": "2023-04-18T04:33:33.000Z", - "receivedDate": "2023-04-18T04:33:33.000Z", - "subject": "Re: << Ref:1000204 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-17 21:31, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Mon, 17 Apr 2023 21:26:42 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", + "messageId": "", + "threadId": "1000350", + "sentDate": "2022-05-25T18:18:56Z", + "receivedDate": "2022-05-25T18:18:56Z", + "subject": "test", + "body": "test
", + "fromAddress": "pmorton@bemessaged.com", "ccAddresses": [], "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", + "detectedLanguage": "hu", + "mailboxName": "Pharmacy Services", "attachmentCount": 0, "isDuplicate": false }, @@ -2614,9 +2104,9 @@ export default { "edges": [ { "node": { - "text": "Gave Information - General", + "text": "Agent Session Ended Unexpectedly", "isActive": true, - "isVisible": true + "isVisible": false } } ] @@ -2627,594 +2117,7 @@ export default { { "node": { "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1005218", - "startTime": "2023-04-18T04:43:43.017Z", - "endTime": "2023-04-18T04:46:30.113Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 167, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000102", - "__typename": "ConversationFragment", - "conversationId": "6bac763b-61d4-3fc0-abfb-b84767bcbd2f", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 13, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:43:13.661Z", - "text": "I would like to talk to someone please", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:43:13.662Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:43:22.916Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:43:22.917Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:43:26.868Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:43:26.869Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:43:36.665Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:43:36.666Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:43:37.685Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:43:43.007Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T04:46:22.992Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:46:24.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:46:24.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": null, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1005219", - "startTime": "2023-04-18T04:43:13.661Z", - "endTime": "2023-04-18T04:43:36.666Z", - "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000102", - "__typename": "ConversationFragment", - "conversationId": "6bac763b-61d4-3fc0-abfb-b84767bcbd2f", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 13, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:43:13.661Z", - "text": "I would like to talk to someone please", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:43:13.662Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:43:22.916Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:43:22.917Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:43:26.868Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:43:26.869Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:43:36.665Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:43:36.666Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:43:37.685Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:43:43.007Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T04:46:22.992Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:46:24.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:46:24.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Transferred to another agent", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": null, - "queue": null - } - }, - { - "node": { - "systemId": "1005264", - "startTime": "2023-04-18T04:47:15.118Z", - "endTime": "2023-04-18T04:50:12.370Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 81, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000103", - "__typename": "ConversationFragment", - "conversationId": "8ccea57c-eefc-329b-adfe-a71e80396953", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 13, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:46:55.097Z", - "text": "I would like to talk to someone please", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:46:55.098Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:47:00.714Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:47:00.715Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:47:02.451Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:47:02.452Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:47:10.181Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:47:10.182Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:47:10.509Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:47:15.108Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T04:50:05.610Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:50:06.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:50:06.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000000", - "firstName": "Peter ", + "firstName": "Peter", "lastName": "Morton" } } @@ -3228,619 +2131,34 @@ export default { }, { "node": { - "systemId": "1005265", - "startTime": "2023-04-18T04:46:55.097Z", - "endTime": "2023-04-18T04:47:10.182Z", - "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000103", - "__typename": "ConversationFragment", - "conversationId": "8ccea57c-eefc-329b-adfe-a71e80396953", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 13, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:46:55.097Z", - "text": "I would like to talk to someone please", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:46:55.098Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:47:00.714Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:47:00.715Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:47:02.451Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:47:02.452Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:47:10.181Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:47:10.182Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:47:10.509Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:47:15.108Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T04:50:05.610Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:50:06.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:50:06.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Transferred to another agent", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": null, - "queue": null - } - }, - { - "node": { - "systemId": "1005274", - "startTime": "2023-04-18T04:50:57.646Z", - "endTime": "2023-04-18T04:54:52.113Z", + "systemId": "1001461", + "startTime": "2022-05-25T21:18:56.91Z", + "endTime": "2022-05-25T21:40:07.107Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 235, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000104", - "__typename": "ConversationFragment", - "conversationId": "fc2411d0-5bb8-311b-9aa4-0af6aecf1e1e", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 13, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:50:37.761Z", - "text": "I would like to talk to someone", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:50:37.762Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:50:42.681Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:50:42.682Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:50:44.934Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:50:44.935Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:50:52.266Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:50:52.267Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:50:52.571Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:50:57.636Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T04:54:41.832Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:54:42.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:54:42.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 2, - "edges": [ - { - "node": { - "text": "Gave Information - General", - "isActive": true, - "isVisible": true - } - }, - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000000", - "firstName": "Peter ", - "lastName": "Morton" - } - } - ] - }, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1005275", - "startTime": "2023-04-18T04:50:37.761Z", - "endTime": "2023-04-18T04:50:52.267Z", - "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000104", - "__typename": "ConversationFragment", - "conversationId": "fc2411d0-5bb8-311b-9aa4-0af6aecf1e1e", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 13, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:50:37.761Z", - "text": "I would like to talk to someone", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:50:37.762Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:50:42.681Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:50:42.682Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:50:44.934Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:50:44.935Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:50:52.266Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:50:52.267Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T04:50:52.571Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:50:57.636Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T04:54:41.832Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:54:42.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T04:54:42.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Transferred to another agent", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": null, - "queue": null - } - }, - { - "node": { - "systemId": "1005307", - "startTime": "2023-04-18T06:22:18.498Z", - "endTime": "2023-04-18T06:23:51.608Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 92, + "activeDuration": 1270, "notes": null, "interaction": { "locale": null, - "systemId": "1000157", + "systemId": "1000150", "__typename": "Email", - "messageId": "<091ff2897f17bd46abca1c2b57dd48e7@bemessaged.com>", - "threadId": "1000204", - "sentDate": "2023-04-18T04:33:33.000Z", - "receivedDate": "2023-04-18T04:33:33.000Z", - "subject": "Re: << Ref:1000204 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-17 21:31, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Mon, 17 Apr 2023 21:26:42 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", + "messageId": "", + "threadId": "1000400", + "sentDate": "2022-05-25T20:45:42Z", + "receivedDate": "2022-05-25T20:45:42Z", + "subject": "TEst", + "body": "Test\n", + "fromAddress": "pmorton@bemessaged.com", "ccAddresses": [], "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", + "detectedLanguage": "hu", + "mailboxName": "Pharmacy Services", "attachmentCount": 0, "isDuplicate": false }, @@ -3849,7 +2167,59 @@ export default { "edges": [ { "node": { - "text": "Saved for later", + "text": "Case Closed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" + } + } + }, + { + "node": { + "systemId": "1001476", + "startTime": "2022-09-11T21:57:10.498Z", + "endTime": "2022-09-11T21:57:21.889Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 11, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000152", + "__typename": "Email", + "messageId": "<2157d3d315e1d7c04cd17fc592889c95@bemessaged.com>", + "threadId": "1000401", + "sentDate": "2022-05-25T22:09:40Z", + "receivedDate": "2022-05-25T22:09:40Z", + "subject": "Test for QWT", + "body": "template\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", "isActive": true, "isVisible": true } @@ -3862,210 +2232,60 @@ export default { { "node": { "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" + "firstName": "Peter", + "lastName": "Morton" } } ] }, "queue": { - "name": "Pharmacy", - "orgScope": "organisat" + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" } } }, { "node": { - "systemId": "1005480", - "startTime": "2023-04-18T07:02:26.400Z", - "endTime": "2023-04-18T07:07:31.708Z", + "systemId": "1001480", + "startTime": "2022-09-11T21:57:22.853Z", + "endTime": "2022-09-11T21:57:33.565Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 305, + "activeDuration": 10, "notes": null, "interaction": { - "locale": "en-GB", - "systemId": "1000150", - "__typename": "ConversationFragment", - "conversationId": "3b5b2001-9f34-3afb-a72c-f5ab1f0d864b", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 13, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T07:01:56.386Z", - "text": "I would like to talk to someone", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T07:01:56.387Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T07:02:03.013Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T07:02:03.014Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T07:02:05.748Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T07:02:05.749Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T07:02:13.857Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T07:02:13.858Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T07:02:14.933Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T07:02:26.352Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T07:05:55.390Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T07:05:56.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T07:05:56.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "locale": null, + "systemId": "1000154", + "__typename": "Email", + "messageId": "<64437d4d35f110c602a41d7466d790b6@bemessaged.com>", + "threadId": "1000402", + "sentDate": "2022-05-25T22:11:34Z", + "receivedDate": "2022-05-25T22:11:34Z", + "subject": "test for QWT", + "body": "sadfasd\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false }, "outcome": { - "totalCount": 2, + "totalCount": 1, "edges": [ { "node": { - "text": "Enrollment - New Plan", + "text": "Case Closed", "isActive": true, "isVisible": true } - }, - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } } ] }, @@ -4074,195 +2294,90 @@ export default { "edges": [ { "node": { - "ref": "CC1000000", - "firstName": "Peter ", + "ref": "CC1000050", + "firstName": "Peter", "lastName": "Morton" } } ] }, "queue": { - "name": "Default", - "orgScope": "organisat" + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" } } }, { "node": { - "systemId": "1005481", - "startTime": "2023-04-18T07:01:56.386Z", - "endTime": "2023-04-18T07:02:13.858Z", - "direction": "INBOUND", + "systemId": "1001482", + "startTime": "2022-05-25T22:12:59.306Z", + "endTime": "2022-05-25T22:12:59.524Z", + "direction": "OUTBOUND", "handledBy": null, "activeDuration": 0, "notes": null, "interaction": { - "locale": "en-GB", - "systemId": "1000150", - "__typename": "ConversationFragment", - "conversationId": "3b5b2001-9f34-3afb-a72c-f5ab1f0d864b", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 13, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T07:01:56.386Z", - "text": "I would like to talk to someone", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T07:01:56.387Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T07:02:03.013Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T07:02:03.014Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T07:02:05.748Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T07:02:05.749Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T07:02:13.857Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T07:02:13.858Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T07:02:14.933Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T07:02:26.352Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T07:05:55.390Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T07:05:56.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T07:05:56.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "locale": null, + "systemId": "1000156", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-05-25T22:12:59.282Z", + "receivedDate": null, + "subject": "<< Ref:1000403 >> Test for default QWT", + "body": "

Thank you for your email.


We endevour to respond to your email within the next 24 hours.


Regards,


Pharmacy Services

\n


Pharmacy Services


phone: 555-666-7890

email: pharmservices@demo.verint.com


\n



Pharmacy Services - TAGLINE


\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1001483", + "startTime": "2022-05-25T22:14:11.034Z", + "endTime": "2022-05-25T22:20:19.722Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 369, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000157", + "__typename": "Email", + "messageId": "", + "threadId": "1000403", + "sentDate": "2022-05-25T22:12:48Z", + "receivedDate": "2022-05-25T22:12:48Z", + "subject": "Test for default QWT", + "body": "testing\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false }, "outcome": { "totalCount": 1, "edges": [ { "node": { - "text": "Transferred to another agent", + "text": "Spam", "isActive": true, "isVisible": true } @@ -4270,39 +2385,126 @@ export default { ] }, "customer": null, - "queue": null + "queue": { + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" + } } }, { "node": { - "systemId": "1005488", - "startTime": "2023-04-18T16:38:17.866Z", - "endTime": "2023-04-18T16:44:55.185Z", + "systemId": "1001488", + "startTime": "2022-05-25T22:28:26.292Z", + "endTime": "2022-05-26T01:57:52.664Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 397, + "activeDuration": 11088, "notes": null, "interaction": { "locale": null, "systemId": "1000157", "__typename": "Email", - "messageId": "<091ff2897f17bd46abca1c2b57dd48e7@bemessaged.com>", - "threadId": "1000204", - "sentDate": "2023-04-18T04:33:33.000Z", - "receivedDate": "2023-04-18T04:33:33.000Z", - "subject": "Re: << Ref:1000204 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-17 21:31, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Mon, 17 Apr 2023 21:26:42 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", + "messageId": "", + "threadId": "1000403", + "sentDate": "2022-05-25T22:12:48Z", + "receivedDate": "2022-05-25T22:12:48Z", + "subject": "Test for default QWT", + "body": "testing\n", + "fromAddress": "pmorton@bemessaged.com", "ccAddresses": [], "bccAddresses": null, "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" + } + } + }, + { + "node": { + "systemId": "1001489", + "startTime": "2022-05-25T22:29:59.224Z", + "endTime": "2022-05-25T22:29:59.287Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000159", + "__typename": "Email", + "messageId": "<2X07HFggUfA6x8NUVsCThA1653517799236@em5.verint.training>", + "threadId": null, + "sentDate": "2022-05-25T22:29:59.217Z", + "receivedDate": null, + "subject": "<< Ref:1000404 >> really need some follow up here", + "body": "

Thank you for your email.


We endevour to respond to your email within the next 24 hours.


Regards,

\n


Pharmacy Services


phone: 555-666-7890

email: pharmservices@demo.verint.com


\n



Pharmacy Services - TAGLINE


\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1001490", + "startTime": "2022-09-11T21:57:57.069Z", + "endTime": "2022-09-11T21:58:14.109Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 17, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000160", + "__typename": "Email", + "messageId": "", + "threadId": "1000404", + "sentDate": "2022-05-25T22:29:24Z", + "receivedDate": "2022-05-25T22:29:24Z", + "subject": "really need some follow up here", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Pharmacy Services", "attachmentCount": 0, "isDuplicate": false }, @@ -4324,1261 +2526,80 @@ export default { { "node": { "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1005490", - "startTime": "2023-04-18T16:45:10.498Z", - "endTime": "2023-04-18T17:05:26.490Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 495, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000157", - "__typename": "Email", - "messageId": "<091ff2897f17bd46abca1c2b57dd48e7@bemessaged.com>", - "threadId": "1000204", - "sentDate": "2023-04-18T04:33:33.000Z", - "receivedDate": "2023-04-18T04:33:33.000Z", - "subject": "Re: << Ref:1000204 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-17 21:31, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Mon, 17 Apr 2023 21:26:42 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Contacted party was unavailable to speak", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1005497", - "startTime": "2023-04-18T16:52:27.570Z", - "endTime": "2023-04-18T16:59:44.178Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 422, - "notes": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Add some notes\n" - } - } - ] - }, - "interaction": { - "locale": "en-GB", - "systemId": "1000151", - "__typename": "ConversationFragment", - "conversationId": "9e4e5483-184a-323c-9576-b168b5a60857", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 26, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:50:00.314Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:50:00.315Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:50:15.342Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:50:15.343Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:50:20.932Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:50:20.933Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:50:47.056Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:50:47.057Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:51:04.182Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:51:04.183Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:51:24.200Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:51:24.201Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:51:47.062Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:51:47.063Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:51:55.544Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:51:55.545Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:51:59.207Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:51:59.208Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:52:21.797Z", - "text": "pmorton@bemessed.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:52:21.798Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:52:22.210Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:52:27.561Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T16:53:22.791Z", - "text": "Hi I am here to help", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T16:59:42.767Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:59:43.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:59:43.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 2, - "edges": [ - { - "node": { - "text": "Enrollment - New Plan", - "isActive": true, - "isVisible": true - } - }, - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000000", - "firstName": "Peter ", + "firstName": "Peter", "lastName": "Morton" } } ] }, "queue": { - "name": "Default", - "orgScope": "organisat" + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" } } }, { "node": { - "systemId": "1005498", - "startTime": "2023-04-18T16:50:00.314Z", - "endTime": "2023-04-18T16:52:21.798Z", - "direction": "INBOUND", + "systemId": "1001491", + "startTime": "2022-05-25T22:39:59.245Z", + "endTime": "2022-05-25T22:39:59.305Z", + "direction": "OUTBOUND", "handledBy": null, "activeDuration": 0, "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000151", - "__typename": "ConversationFragment", - "conversationId": "9e4e5483-184a-323c-9576-b168b5a60857", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 26, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:50:00.314Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:50:00.315Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:50:15.342Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:50:15.343Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:50:20.932Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:50:20.933Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:50:47.056Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:50:47.057Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:51:04.182Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:51:04.183Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:51:24.200Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:51:24.201Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:51:47.062Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:51:47.063Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:51:55.544Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:51:55.545Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:51:59.207Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:51:59.208Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:52:21.797Z", - "text": "pmorton@bemessed.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:52:21.798Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T16:52:22.210Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:52:27.561Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T16:53:22.791Z", - "text": "Hi I am here to help", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T16:59:42.767Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:59:43.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T16:59:43.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Transferred to another agent", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": null, - "queue": null - } - }, - { - "node": { - "systemId": "1005515", - "startTime": "2023-04-18T17:32:27.365Z", - "endTime": "2023-04-18T17:35:12.435Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 165, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000152", - "__typename": "ConversationFragment", - "conversationId": "b1df5239-3f3b-3141-b78d-2d17c9a92f13", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 15, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T17:31:58.840Z", - "text": "I want to talk to someone", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T17:31:58.841Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T17:32:06.567Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T17:32:06.568Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T17:32:11.383Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T17:32:11.384Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T17:32:23.328Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T17:32:23.329Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T17:32:23.890Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T17:32:27.357Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T17:32:41.057Z", - "text": "

When can I enroll during a Special Enrollment period

The Special Enrollment period is determined by the type of qualifying life event. In most cases, you will have 60 days after the qualifying life event to enroll in or make changes to a health plan.

Certain life events, like moving into the Independence Blue Cross coverage area, allow you to apply for a health plan up to 60 days before a qualifying life event. If you are losing health care coverage provided by an employer, you will have up to 60 days before and after this qualifying life event to enroll in a health plan.

For the following qualifying life events, please visit Pennie.com:

  • You have a change in income or household status that affects your eligibility for premium tax credits or cost-sharing reductions.
  • If you are a member of a federally recognized American Indian tribe or Alaskan Native, you have an open enrollment throughout the year and can change plans as often as once a month.
", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T17:33:15.611Z", - "text": "

What is a Special Enrollment period

A Special Enrollment period (SEP) is a period of time outside of the Open Enrollment period when you may be eligible to apply for an individual or family health plan. If you experience a qualifying life event, such as getting married, having or adopting a baby, losing your coverage, or moving into a new service area, you may qualify for a Special Enrollment period.

", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T17:35:03.894Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T17:35:04.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T17:35:04.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 2, - "edges": [ - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } - }, - { - "node": { - "text": "Enrollment - New Plan", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": null, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1005516", - "startTime": "2023-04-18T17:31:58.840Z", - "endTime": "2023-04-18T17:32:23.329Z", - "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000152", - "__typename": "ConversationFragment", - "conversationId": "b1df5239-3f3b-3141-b78d-2d17c9a92f13", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 15, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T17:31:58.840Z", - "text": "I want to talk to someone", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T17:31:58.841Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T17:32:06.567Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T17:32:06.568Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T17:32:11.383Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T17:32:11.384Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T17:32:23.328Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T17:32:23.329Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-18T17:32:23.890Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T17:32:27.357Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T17:32:41.057Z", - "text": "

When can I enroll during a Special Enrollment period

The Special Enrollment period is determined by the type of qualifying life event. In most cases, you will have 60 days after the qualifying life event to enroll in or make changes to a health plan.

Certain life events, like moving into the Independence Blue Cross coverage area, allow you to apply for a health plan up to 60 days before a qualifying life event. If you are losing health care coverage provided by an employer, you will have up to 60 days before and after this qualifying life event to enroll in a health plan.

For the following qualifying life events, please visit Pennie.com:

  • You have a change in income or household status that affects your eligibility for premium tax credits or cost-sharing reductions.
  • If you are a member of a federally recognized American Indian tribe or Alaskan Native, you have an open enrollment throughout the year and can change plans as often as once a month.
", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T17:33:15.611Z", - "text": "

What is a Special Enrollment period

A Special Enrollment period (SEP) is a period of time outside of the Open Enrollment period when you may be eligible to apply for an individual or family health plan. If you experience a qualifying life event, such as getting married, having or adopting a baby, losing your coverage, or moving into a new service area, you may qualify for a Special Enrollment period.

", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-18T17:35:03.894Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T17:35:04.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-18T17:35:04.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Transferred to another agent", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": null, - "queue": null - } - }, - { - "node": { - "systemId": "1005773", - "startTime": "2023-04-19T14:54:55.581Z", - "endTime": "2023-04-19T14:57:44.817Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 167, - "notes": null, "interaction": { "locale": null, - "systemId": "1000157", + "systemId": "1000162", "__typename": "Email", - "messageId": "<091ff2897f17bd46abca1c2b57dd48e7@bemessaged.com>", - "threadId": "1000204", - "sentDate": "2023-04-18T04:33:33.000Z", - "receivedDate": "2023-04-18T04:33:33.000Z", - "subject": "Re: << Ref:1000204 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-17 21:31, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Mon, 17 Apr 2023 21:26:42 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", + "messageId": "", + "threadId": null, + "sentDate": "2022-05-25T22:39:59.238Z", + "receivedDate": null, + "subject": "Re: << Ref:1000404 >> really need some follow up here", + "body": "

Thank you for your email.


We endevour to respond to your email within the next 24 hours.


Regards,

\n


Pharmacy Services


phone: 555-666-7890

email: pharmservices@demo.verint.com


\n



Pharmacy Services - TAGLINE


\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1001492", + "startTime": "2022-06-01T15:37:30.703Z", + "endTime": "2022-06-01T16:37:42.449Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 3611, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000163", + "__typename": "Email", + "messageId": "", + "threadId": "1000404", + "sentDate": "2022-05-25T22:39:18Z", + "receivedDate": "2022-05-25T22:39:19Z", + "subject": "Re: << Ref:1000404 >> really need some follow up here", + "body": "whats taking so long\n\nOn 2022-05-25 17:29, noreply@demo.verint.com wrote:\n> Thank you for your email.\n> \n> We endevour to respond to your email within the next 24 hours.\n> \n> Regards,\n> \n> Pharmacy Services\n> \n> phone: 555-666-7890\n> \n> email: pharmservices@demo.verint.com\n> \n> PHARMACY SERVICES - TAGLINE\n", + "fromAddress": "pmorton@bemessaged.com", "ccAddresses": [], "bccAddresses": null, "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", + "mailboxName": "Pharmacy Services", "attachmentCount": 0, "isDuplicate": false }, @@ -5587,61 +2608,750 @@ export default { "edges": [ { "node": { - "text": "Gave Information - General", + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" + } + } + }, + { + "node": { + "systemId": "1001493", + "startTime": "2022-05-25T22:40:59.182Z", + "endTime": "2022-05-25T22:40:59.245Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000165", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-05-25T22:40:59.176Z", + "receivedDate": null, + "subject": "Re: << Ref:1000403 >> Test for default QWT", + "body": "

Thank you for your email.


We endevour to respond to your email within the next 24 hours.


Regards,

\n


Pharmacy Services


phone: 555-666-7890

email: pharmservices@demo.verint.com


\n



Pharmacy Services - TAGLINE


\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1001494", + "startTime": "2022-05-25T22:41:41.37Z", + "endTime": "2022-05-26T01:57:52.811Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 11088, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000166", + "__typename": "Email", + "messageId": "<12e3e1110545d659b1b62837bd6b3912@bemessaged.com>", + "threadId": "1000403", + "sentDate": "2022-05-25T22:40:31Z", + "receivedDate": "2022-05-25T22:40:31Z", + "subject": "Re: << Ref:1000403 >> Test for default QWT", + "body": "test recent email feature\n\nOn 2022-05-25 17:32, pmorton@bemessaged.com wrote:\n> Quick reply to your emails\n> \n> On 2022-05-25 17:12, noreply@demo.verint.com wrote:\n>> Thank you for your email.\n>> \n>> We endevour to respond to your email within the next 24 hours.\n>> \n>> Regards,\n>> \n>> Pharmacy Services\n>> \n>> Pharmacy Services\n>> \n>> phone: 555-666-7890\n>> \n>> email: pharmservices@demo.verint.com\n>> \n>> PHARMACY SERVICES - TAGLINE\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" + } + } + }, + { + "node": { + "systemId": "1001496", + "startTime": "2022-05-26T00:48:53.206Z", + "endTime": "2022-05-26T00:48:59.235Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 6955, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000168", + "__typename": "Email", + "messageId": "<6E1YJQW68zAeEJwfkhRH661653526133286@em5.verint.training>", + "threadId": "1000405", + "sentDate": "2022-05-26T00:48:53.192Z", + "receivedDate": null, + "subject": "<< Ref:1000405 >> Test Address Book sending", + "body": "

Thank you for your email.


We endevour to respond to your email within the next 24 hours.


Regards,

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [ + "pmorton@bemessaged.com", + "sdorris@bemessaged.com", + "dvivian@bemessaged.com", + "ptweed@bemessaged.com" + ], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1001541", + "startTime": "2022-05-27T00:30:52.545Z", + "endTime": "2022-05-27T00:32:42.892Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 110, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000166", + "__typename": "Email", + "messageId": "<12e3e1110545d659b1b62837bd6b3912@bemessaged.com>", + "threadId": "1000403", + "sentDate": "2022-05-25T22:40:31Z", + "receivedDate": "2022-05-25T22:40:31Z", + "subject": "Re: << Ref:1000403 >> Test for default QWT", + "body": "test recent email feature\n\nOn 2022-05-25 17:32, pmorton@bemessaged.com wrote:\n> Quick reply to your emails\n> \n> On 2022-05-25 17:12, noreply@demo.verint.com wrote:\n>> Thank you for your email.\n>> \n>> We endevour to respond to your email within the next 24 hours.\n>> \n>> Regards,\n>> \n>> Pharmacy Services\n>> \n>> Pharmacy Services\n>> \n>> phone: 555-666-7890\n>> \n>> email: pharmservices@demo.verint.com\n>> \n>> PHARMACY SERVICES - TAGLINE\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Saved for later", "isActive": true, "isVisible": true } } ] }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, + "customer": null, "queue": { - "name": "Pharmacy", - "orgScope": "organisat" + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" } } }, { "node": { - "systemId": "1005809", - "startTime": "2023-04-19T14:57:55.440Z", - "endTime": "2023-04-19T15:01:43.677Z", + "systemId": "1001544", + "startTime": "2022-05-27T00:37:45.862Z", + "endTime": "2022-05-27T01:37:50.738Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 228, + "activeDuration": 3605, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000166", + "__typename": "Email", + "messageId": "<12e3e1110545d659b1b62837bd6b3912@bemessaged.com>", + "threadId": "1000403", + "sentDate": "2022-05-25T22:40:31Z", + "receivedDate": "2022-05-25T22:40:31Z", + "subject": "Re: << Ref:1000403 >> Test for default QWT", + "body": "test recent email feature\n\nOn 2022-05-25 17:32, pmorton@bemessaged.com wrote:\n> Quick reply to your emails\n> \n> On 2022-05-25 17:12, noreply@demo.verint.com wrote:\n>> Thank you for your email.\n>> \n>> We endevour to respond to your email within the next 24 hours.\n>> \n>> Regards,\n>> \n>> Pharmacy Services\n>> \n>> Pharmacy Services\n>> \n>> phone: 555-666-7890\n>> \n>> email: pharmservices@demo.verint.com\n>> \n>> PHARMACY SERVICES - TAGLINE\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" + } + } + }, + { + "node": { + "systemId": "1001548", + "startTime": "2022-05-27T01:50:40.623Z", + "endTime": "2022-05-27T01:57:37.262Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 417, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000166", + "__typename": "Email", + "messageId": "<12e3e1110545d659b1b62837bd6b3912@bemessaged.com>", + "threadId": "1000403", + "sentDate": "2022-05-25T22:40:31Z", + "receivedDate": "2022-05-25T22:40:31Z", + "subject": "Re: << Ref:1000403 >> Test for default QWT", + "body": "test recent email feature\n\nOn 2022-05-25 17:32, pmorton@bemessaged.com wrote:\n> Quick reply to your emails\n> \n> On 2022-05-25 17:12, noreply@demo.verint.com wrote:\n>> Thank you for your email.\n>> \n>> We endevour to respond to your email within the next 24 hours.\n>> \n>> Regards,\n>> \n>> Pharmacy Services\n>> \n>> Pharmacy Services\n>> \n>> phone: 555-666-7890\n>> \n>> email: pharmservices@demo.verint.com\n>> \n>> PHARMACY SERVICES - TAGLINE\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" + } + } + }, + { + "node": { + "systemId": "1001554", + "startTime": "2022-05-27T02:13:37.623Z", + "endTime": "2022-05-27T02:18:28.111Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 198, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000166", + "__typename": "Email", + "messageId": "<12e3e1110545d659b1b62837bd6b3912@bemessaged.com>", + "threadId": "1000403", + "sentDate": "2022-05-25T22:40:31Z", + "receivedDate": "2022-05-25T22:40:31Z", + "subject": "Re: << Ref:1000403 >> Test for default QWT", + "body": "test recent email feature\n\nOn 2022-05-25 17:32, pmorton@bemessaged.com wrote:\n> Quick reply to your emails\n> \n> On 2022-05-25 17:12, noreply@demo.verint.com wrote:\n>> Thank you for your email.\n>> \n>> We endevour to respond to your email within the next 24 hours.\n>> \n>> Regards,\n>> \n>> Pharmacy Services\n>> \n>> Pharmacy Services\n>> \n>> phone: 555-666-7890\n>> \n>> email: pharmservices@demo.verint.com\n>> \n>> PHARMACY SERVICES - TAGLINE\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Escalated to Manager", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" + } + } + }, + { + "node": { + "systemId": "1001555", + "startTime": "2022-05-27T02:17:54.121Z", + "endTime": "2022-05-27T02:18:17.817Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 24, "notes": null, "interaction": { "locale": null, "systemId": "1000157", "__typename": "Email", - "messageId": "<091ff2897f17bd46abca1c2b57dd48e7@bemessaged.com>", - "threadId": "1000204", - "sentDate": "2023-04-18T04:33:33.000Z", - "receivedDate": "2023-04-18T04:33:33.000Z", - "subject": "Re: << Ref:1000204 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-17 21:31, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Mon, 17 Apr 2023 21:26:42 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", + "messageId": "", + "threadId": "1000403", + "sentDate": "2022-05-25T22:12:48Z", + "receivedDate": "2022-05-25T22:12:48Z", + "subject": "Test for default QWT", + "body": "testing\n", + "fromAddress": "pmorton@bemessaged.com", "ccAddresses": [], "bccAddresses": null, "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "The conversation timed out", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" + } + } + }, + { + "node": { + "systemId": "1001603", + "startTime": "2022-05-31T16:47:52.239Z", + "endTime": "2022-05-31T16:47:53.264Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000203", + "__typename": "Email", + "messageId": "", + "threadId": "1000453", + "sentDate": "2022-05-31T16:47:52.115Z", + "receivedDate": null, + "subject": "<< Ref:1000453 >> [SLA Alert Email Reference ID: 1000404] SLA Breach ", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Standard SLA

SLA Start: Wed May 25 22:29:58 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1001604", + "startTime": "2022-05-31T16:47:52.24Z", + "endTime": "2022-05-31T16:47:53.262Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000200", + "__typename": "Email", + "messageId": "", + "threadId": "1000450", + "sentDate": "2022-05-31T16:47:52.117Z", + "receivedDate": null, + "subject": "<< Ref:1000450 >> [SLA Alert Email Reference ID: 1000403] SLA Breach ", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Standard SLA

SLA Start: Wed May 25 22:12:58 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1001605", + "startTime": "2022-05-31T16:47:52.24Z", + "endTime": "2022-05-31T16:47:53.263Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000202", + "__typename": "Email", + "messageId": "", + "threadId": "1000454", + "sentDate": "2022-05-31T16:47:52.114Z", + "receivedDate": null, + "subject": "<< Ref:1000454 >> [SLA Alert Email Reference ID: 1000403] SLA Breach ", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Standard SLA

SLA Start: Wed May 25 22:40:58 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1001606", + "startTime": "2022-05-31T16:47:52.239Z", + "endTime": "2022-05-31T16:47:53.262Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000204", + "__typename": "Email", + "messageId": "", + "threadId": "1000452", + "sentDate": "2022-05-31T16:47:52.116Z", + "receivedDate": null, + "subject": "<< Ref:1000452 >> [SLA Alert Email Reference ID: 1000402] SLA Breach ", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Standard SLA

SLA Start: Wed May 25 22:11:58 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1001607", + "startTime": "2022-05-31T16:47:52.239Z", + "endTime": "2022-05-31T16:47:53.263Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000201", + "__typename": "Email", + "messageId": "", + "threadId": "1000451", + "sentDate": "2022-05-31T16:47:52.114Z", + "receivedDate": null, + "subject": "<< Ref:1000451 >> [SLA Alert Email Reference ID: 1000404] SLA Breach ", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Standard SLA

SLA Start: Wed May 25 22:39:58 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1001631", + "startTime": "2022-05-31T18:03:30.356Z", + "endTime": "2022-05-31T18:11:53.302Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 503, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000205", + "__typename": "Email", + "messageId": "<06f45118c93e7194a3c5099aeb99b206@bemessaged.com>", + "threadId": "1000455", + "sentDate": "2022-05-31T17:59:54Z", + "receivedDate": "2022-05-31T17:59:54Z", + "subject": "Question about deductible", + "body": "how does my deductible work?\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1001633", + "startTime": "2022-05-31T18:11:43.252Z", + "endTime": "2022-05-31T18:11:43.61Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 493, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000206", + "__typename": "Email", + "messageId": "", + "threadId": "1000455", + "sentDate": "2022-05-31T18:11:43.239Z", + "receivedDate": null, + "subject": "<< Ref:1000455 >> Re: Question about deductible", + "body": "


How a deductible works

With a deductible plan, you pay the full cost for many services until you reach a set amount for the year — your deductible. After you reach your deductible, you’ll usually start paying just a copay or coinsurance:

  •  A copay is a set amount you pay for a service.
  •  A coinsurance is a percentage of the full cost of a service.

Those payments and your deductible payments count toward your out-of-pocket maximum.1 Your out-of-pocket maximum helps protect you financially if you get sick or injured. If you reach your out-of-pocket maximum, you won’t have to pay for most covered services for the rest of the year. 


 

How a deductible works for a family plan

Depending on your plan, you may have one of the following:

  • One family deductible for your whole family 
  • A family deductible, and an individual deductible for each person in your family

Whenever a covered family member pays for qualified care, it counts toward your family deductible. Once you’ve reached your family deductible, everyone on the plan starts paying a copay or coinsurance instead of the full cost of services.

Many family plans also have an individual deductible for each family member — in addition to the family deductible. If one family member reaches their individual deductible before the family deductible has been met, they’ll start paying a copay or coinsurance for services before the rest of the family.

What you owe with a deductible plan

\"Chart

Chart showing what you’ll pay for preventive care before and after your out-of-pocket maximum has been reached.


 

\"Chart

Chart showing what you’ll pay for nonpreventive care before and after your deductible and out-of-pocket maximum have been reached.

Estimate your costs

Our cost estimates tool can help you plan for health care costs ahead of time. Your estimates are based on your plan details and how much you’ve paid toward your deductible and out-of-pocket maximum — so you get personalized information every time.

To learn more about your plan, you can:

  • Sign in to your account and click “Coverage & Costs” 
  • Call the number on your medical bill or Kaiser Permanente ID card

Our treatment fee tool can provide a general estimate of the most common medical exams, tests, and procedures, without taking your personal benefit information into account.






>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: Question about deductible
>> Sent: 31/05/2022 17:59
>>
>> how does my deductible work?

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1001636", + "startTime": "2022-05-31T18:12:12.771Z", + "endTime": "2022-05-31T18:13:39.214Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 34, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000166", + "__typename": "Email", + "messageId": "<12e3e1110545d659b1b62837bd6b3912@bemessaged.com>", + "threadId": "1000403", + "sentDate": "2022-05-25T22:40:31Z", + "receivedDate": "2022-05-25T22:40:31Z", + "subject": "Re: << Ref:1000403 >> Test for default QWT", + "body": "test recent email feature\n\nOn 2022-05-25 17:32, pmorton@bemessaged.com wrote:\n> Quick reply to your emails\n> \n> On 2022-05-25 17:12, noreply@demo.verint.com wrote:\n>> Thank you for your email.\n>> \n>> We endevour to respond to your email within the next 24 hours.\n>> \n>> Regards,\n>> \n>> Pharmacy Services\n>> \n>> Pharmacy Services\n>> \n>> phone: 555-666-7890\n>> \n>> email: pharmservices@demo.verint.com\n>> \n>> PHARMACY SERVICES - TAGLINE\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Case Updated", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" + } + } + }, + { + "node": { + "systemId": "1001644", + "startTime": "2022-06-07T13:24:56.661Z", + "endTime": "2022-06-07T13:25:19.724Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 22, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000208", + "__typename": "Email", + "messageId": "<437eef5a128e5a4e0a598a38f8be5776@bemessaged.com>", + "threadId": "1000456", + "sentDate": "2022-05-31T18:52:34Z", + "receivedDate": "2022-05-31T18:52:34Z", + "subject": "follow up question about Claim", + "body": "follow up question about Claim\n\nTHanks,\n\nPeter.\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", "attachmentCount": 0, "isDuplicate": false }, @@ -5663,48 +3373,4883 @@ export default { { "node": { "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" + "firstName": "Peter", + "lastName": "Morton" } } ] }, "queue": { - "name": "Pharmacy", + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1001659", + "startTime": "2022-06-01T18:23:30.782Z", + "endTime": "2022-06-01T18:25:12.837Z", + "direction": "INBOUND", + "handledBy": { + "username": "kstone", + "firstName": "Kathleen", + "lastName": "Stone", + "nickname": null, + "orgScope": "organisat_memberservicescontac" + }, + "activeDuration": 57, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000250", + "__typename": "Email", + "messageId": "<1cb7ac9842fae3e498d54a4f7e40befe@bemessaged.com>", + "threadId": "1000500", + "sentDate": "2022-06-01T18:22:41Z", + "receivedDate": "2022-06-01T18:22:41Z", + "subject": "Example of an unrouted email", + "body": "example during demo\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1001664", + "startTime": "2022-06-01T18:36:01.56Z", + "endTime": "2022-06-01T18:36:01.81Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000252", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-06-01T18:36:01.535Z", + "receivedDate": null, + "subject": "<< Ref:1000501 >> I have a question about how deductibles work", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Kaiser Permanente. When accepting the Terms and Conditions, as part of kp.org registration, you agree to receive this type of communication.

Kaiser Foundation Health Plan, Inc., 1950 Franklin St., Oakland, CA 94612. Kaiser Foundation Health Plan, Inc., 393 E. Walnut St., Pasadena, CA 91188.Kaiser Foundation Health Plan, Inc., 711 Kapiolani Blvd., Tower Suite 400, Honolulu, HI 96813. Kaiser Foundation Health Plan of the Northwest, 500 NE Multnomah St., Suite 100, Portland, OR 97232.Kaiser Foundation Health Plan of Colorado, 10350 E. Dakota Ave., Denver, CO 80247. Kaiser Foundation Health Plan of Georgia, Inc., Nine Piedmont Center, 3495 Piedmont Road NE, Atlanta, GA 30305; 404-364-7000. Kaiser Foundation Health Plan of the Mid-Atlantic States, Inc., 2101 East Jefferson St., Rockville, MD 20852.



\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1001665", + "startTime": "2022-06-01T18:40:58.472Z", + "endTime": "2022-06-01T18:45:37.811Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 279, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "a small note" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000253", + "__typename": "Email", + "messageId": "<22da4b16e708ba5692878faf8c26fb33@bemessaged.com>", + "threadId": "1000501", + "sentDate": "2022-06-01T18:35:40Z", + "receivedDate": "2022-06-01T18:35:40Z", + "subject": "I have a question about how deductibles work", + "body": "please help\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Restored workitem", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1001668", + "startTime": "2022-06-01T18:44:45.726Z", + "endTime": "2022-06-01T18:44:46.078Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 228, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000254", + "__typename": "Email", + "messageId": "", + "threadId": "1000501", + "sentDate": "2022-06-01T18:44:45.709Z", + "receivedDate": null, + "subject": "<< Ref:1000501 >> Re: I have a question about how deductibles work", + "body": "

How a deductible works

With a deductible plan, you pay the full cost for many services until you reach a set amount for the year — your deductible. After you reach your deductible, you’ll usually start paying just a copay or coinsurance:

  •  A copay is a set amount you pay for a service.
  •  A coinsurance is a percentage of the full cost of a service.

Those payments and your deductible payments count toward your out-of-pocket maximum.1 Your out-of-pocket maximum helps protect you financially if you get sick or injured. If you reach your out-of-pocket maximum, you won’t have to pay for most covered services for the rest of the year. 


 

How a deductible works for a family plan

Depending on your plan, you may have one of the following:

  • One family deductible for your whole family 
  • A family deductible, and an individual deductible for each person in your family

Whenever a covered family member pays for qualified care, it counts toward your family deductible. Once you’ve reached your family deductible, everyone on the plan starts paying a copay or coinsurance instead of the full cost of services.

Many family plans also have an individual deductible for each family member — in addition to the family deductible. If one family member reaches their individual deductible before the family deductible has been met, they’ll start paying a copay or coinsurance for services before the rest of the family.

What you owe with a deductible plan

\"Chart

Chart showing what you’ll pay for preventive care before and after your out-of-pocket maximum has been reached.


 

\"Chart

Chart showing what you’ll pay for nonpreventive care before and after your deductible and out-of-pocket maximum have been reached.

Estimate your costs

Our cost estimates tool can help you plan for health care costs ahead of time. Your estimates are based on your plan details and how much you’ve paid toward your deductible and out-of-pocket maximum — so you get personalized information every time.

To learn more about your plan, you can:

  • Sign in to your account and click “Coverage & Costs” 
  • Call the number on your medical bill or Kaiser Permanente ID card

Our treatment fee tool can provide a general estimate of the most common medical exams, tests, and procedures, without taking your personal benefit information into account.

Member Services Contact Center

\"\"




Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Kaiser Permanente. When accepting the Terms and Conditions, as part of kp.org registration, you agree to receive this type of communication.

Kaiser Foundation Health Plan, Inc., 1950 Franklin St., Oakland, CA 94612. Kaiser Foundation Health Plan, Inc., 393 E. Walnut St., Pasadena, CA 91188.Kaiser Foundation Health Plan, Inc., 711 Kapiolani Blvd., Tower Suite 400, Honolulu, HI 96813. Kaiser Foundation Health Plan of the Northwest, 500 NE Multnomah St., Suite 100, Portland, OR 97232.Kaiser Foundation Health Plan of Colorado, 10350 E. Dakota Ave., Denver, CO 80247. Kaiser Foundation Health Plan of Georgia, Inc., Nine Piedmont Center, 3495 Piedmont Road NE, Atlanta, GA 30305; 404-364-7000. Kaiser Foundation Health Plan of the Mid-Atlantic States, Inc., 2101 East Jefferson St., Rockville, MD 20852.




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: I have a question about how deductibles work
>> Sent: 01/06/2022 18:35
>>
>> please help

", + "fromAddress": "mscc@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1001672", + "startTime": "2022-06-01T18:46:03.817Z", + "endTime": "2022-06-01T18:49:09.008Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 185, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000253", + "__typename": "Email", + "messageId": "<22da4b16e708ba5692878faf8c26fb33@bemessaged.com>", + "threadId": "1000501", + "sentDate": "2022-06-01T18:35:40Z", + "receivedDate": "2022-06-01T18:35:40Z", + "subject": "I have a question about how deductibles work", + "body": "please help\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1001684", + "startTime": "2022-06-01T19:01:01.532Z", + "endTime": "2022-06-01T19:01:01.732Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000256", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-06-01T19:01:01.523Z", + "receivedDate": null, + "subject": "<< Ref:1000502 >> this should be default of 80 priority", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Kaiser Permanente. When accepting the Terms and Conditions, as part of kp.org registration, you agree to receive this type of communication.

Kaiser Foundation Health Plan, Inc., 1950 Franklin St., Oakland, CA 94612. Kaiser Foundation Health Plan, Inc., 393 E. Walnut St., Pasadena, CA 91188.Kaiser Foundation Health Plan, Inc., 711 Kapiolani Blvd., Tower Suite 400, Honolulu, HI 96813. Kaiser Foundation Health Plan of the Northwest, 500 NE Multnomah St., Suite 100, Portland, OR 97232.Kaiser Foundation Health Plan of Colorado, 10350 E. Dakota Ave., Denver, CO 80247. Kaiser Foundation Health Plan of Georgia, Inc., Nine Piedmont Center, 3495 Piedmont Road NE, Atlanta, GA 30305; 404-364-7000. Kaiser Foundation Health Plan of the Mid-Atlantic States, Inc., 2101 East Jefferson St., Rockville, MD 20852.



\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1001685", + "startTime": "2022-06-07T13:25:26.762Z", + "endTime": "2022-06-07T14:42:23.24Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 599, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000257", + "__typename": "Email", + "messageId": "<4019ec624f8b0d761486e24ca77ed7b9@bemessaged.com>", + "threadId": "1000502", + "sentDate": "2022-06-01T19:00:53Z", + "receivedDate": "2022-06-01T19:00:53Z", + "subject": "this should be default of 80 priority", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Restored workitem", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1001686", + "startTime": "2022-06-01T19:02:01.173Z", + "endTime": "2022-06-01T19:02:01.306Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000259", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-06-01T19:02:01.165Z", + "receivedDate": null, + "subject": "<< Ref:1000503 >> this is a real complaint", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Kaiser Permanente. When accepting the Terms and Conditions, as part of kp.org registration, you agree to receive this type of communication.

Kaiser Foundation Health Plan, Inc., 1950 Franklin St., Oakland, CA 94612. Kaiser Foundation Health Plan, Inc., 393 E. Walnut St., Pasadena, CA 91188.Kaiser Foundation Health Plan, Inc., 711 Kapiolani Blvd., Tower Suite 400, Honolulu, HI 96813. Kaiser Foundation Health Plan of the Northwest, 500 NE Multnomah St., Suite 100, Portland, OR 97232.Kaiser Foundation Health Plan of Colorado, 10350 E. Dakota Ave., Denver, CO 80247. Kaiser Foundation Health Plan of Georgia, Inc., Nine Piedmont Center, 3495 Piedmont Road NE, Atlanta, GA 30305; 404-364-7000. Kaiser Foundation Health Plan of the Mid-Atlantic States, Inc., 2101 East Jefferson St., Rockville, MD 20852.



\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1001687", + "startTime": "2022-06-01T19:02:41.51Z", + "endTime": "2022-06-01T19:08:55.292Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 374, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "A whitemail was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1001691", + "startTime": "2022-06-01T19:09:05.926Z", + "endTime": "2022-06-01T20:48:56.468Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 3796, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1001692", + "startTime": "2022-06-01T19:10:27.873Z", + "endTime": "2022-06-01T19:10:28.117Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 82, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000261", + "__typename": "Email", + "messageId": "", + "threadId": "1000503", + "sentDate": "2022-06-01T19:10:27.859Z", + "receivedDate": null, + "subject": "<< Ref:1000503 >> Re: this is a real complaint", + "body": "

Hello, Peter Morton 

1236129837

How a deductible works

With a deductible plan, you pay the full cost for many services until you reach a set amount for the year — your deductible. After you reach your deductible, you’ll usually start paying just a copay or coinsurance:

  •  A copay is a set amount you pay for a service.
  •  A coinsurance is a percentage of the full cost of a service.

Those payments and your deductible payments count toward your out-of-pocket maximum.1 Your out-of-pocket maximum helps protect you financially if you get sick or injured. If you reach your out-of-pocket maximum, you won’t have to pay for most covered services for the rest of the year. 


 

How a deductible works for a family plan

Depending on your plan, you may have one of the following:

  • One family deductible for your whole family 
  • A family deductible, and an individual deductible for each person in your family

Whenever a covered family member pays for qualified care, it counts toward your family deductible. Once you’ve reached your family deductible, everyone on the plan starts paying a copay or coinsurance instead of the full cost of services.

Many family plans also have an individual deductible for each family member — in addition to the family deductible. If one family member reaches their individual deductible before the family deductible has been met, they’ll start paying a copay or coinsurance for services before the rest of the family.

What you owe with a deductible plan

\"Chart

Chart showing what you’ll pay for preventive care before and after your out-of-pocket maximum has been reached.


 

\"Chart

Chart showing what you’ll pay for nonpreventive care before and after your deductible and out-of-pocket maximum have been reached.

Estimate your costs

Our cost estimates tool can help you plan for health care costs ahead of time. Your estimates are based on your plan details and how much you’ve paid toward your deductible and out-of-pocket maximum — so you get personalized information every time.

To learn more about your plan, you can:

  • Sign in to your account and click “Coverage & Costs” 
  • Call the number on your medical bill or Kaiser Permanente ID card

Our treatment fee tool can provide a general estimate of the most common medical exams, tests, and procedures, without taking your personal benefit information into account.


Member Services Contact Center

\"\"




Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Kaiser Permanente. When accepting the Terms and Conditions, as part of kp.org registration, you agree to receive this type of communication.

Kaiser Foundation Health Plan, Inc., 1950 Franklin St., Oakland, CA 94612. Kaiser Foundation Health Plan, Inc., 393 E. Walnut St., Pasadena, CA 91188.Kaiser Foundation Health Plan, Inc., 711 Kapiolani Blvd., Tower Suite 400, Honolulu, HI 96813. Kaiser Foundation Health Plan of the Northwest, 500 NE Multnomah St., Suite 100, Portland, OR 97232.Kaiser Foundation Health Plan of Colorado, 10350 E. Dakota Ave., Denver, CO 80247. Kaiser Foundation Health Plan of Georgia, Inc., Nine Piedmont Center, 3495 Piedmont Road NE, Atlanta, GA 30305; 404-364-7000. Kaiser Foundation Health Plan of the Mid-Atlantic States, Inc., 2101 East Jefferson St., Rockville, MD 20852.




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: this is a real complaint
>> Sent: 01/06/2022 19:01
>>

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Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Default

SLA Start: Wed Jun 01 19:01:00 GMT 2022

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Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Default

SLA Start: Wed Jun 01 19:02:00 GMT 2022

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+ { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1002156", + "startTime": "2022-06-24T17:55:12.631Z", + "endTime": "2022-06-24T17:55:13.115Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 95, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000350", + "__typename": "Email", + "messageId": "", + "threadId": "1000750", + "sentDate": "2022-06-24T17:55:12.602Z", + "receivedDate": null, + "subject": "<< Ref:1000750 >> Password Reset Request", + "body": "
Hello, Peter Morton 

[[::-PropertyED.addressline1-::]]

How a deductible works

With a deductible plan, you pay the full cost for many services until you reach a set amount for the year — your deductible. After you reach your deductible, you’ll usually start paying just a copay or coinsurance:

  •  A copay is a set amount you pay for a service.
  •  A coinsurance is a percentage of the full cost of a service.

Those payments and your deductible payments count toward your out-of-pocket maximum.1 Your out-of-pocket maximum helps protect you financially if you get sick or injured. If you reach your out-of-pocket maximum, you won’t have to pay for most covered services for the rest of the year. 


 

How a deductible works for a family plan

Depending on your plan, you may have one of the following:

  • One family deductible for your whole family 
  • A family deductible, and an individual deductible for each person in your family

Whenever a covered family member pays for qualified care, it counts toward your family deductible. Once you’ve reached your family deductible, everyone on the plan starts paying a copay or coinsurance instead of the full cost of services.

Many family plans also have an individual deductible for each family member — in addition to the family deductible. If one family member reaches their individual deductible before the family deductible has been met, they’ll start paying a copay or coinsurance for services before the rest of the family.

What you owe with a deductible plan

\"Chart

Chart showing what you’ll pay for preventive care before and after your out-of-pocket maximum has been reached.


 

\"Chart

Chart showing what you’ll pay for nonpreventive care before and after your deductible and out-of-pocket maximum have been reached.

Estimate your costs

Our cost estimates tool can help you plan for health care costs ahead of time. Your estimates are based on your plan details and how much you’ve paid toward your deductible and out-of-pocket maximum — so you get personalized information every time.

To learn more about your plan, you can:

  • Sign in to your account and click “Coverage & Costs” 
  • Call the number on your medical bill or Kaiser Permanente ID card

Our treatment fee tool can provide a general estimate of the most common medical exams, tests, and procedures, without taking your personal benefit information into account.

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1002159", + "startTime": "2022-06-24T18:22:27.739Z", + "endTime": "2022-06-24T18:22:27.894Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 1730, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000351", + "__typename": "Email", + "messageId": "", + "threadId": "1000751", + "sentDate": "2022-06-24T18:22:27.726Z", + "receivedDate": null, + "subject": "<< Ref:1000751 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset:

URL: Reset||http://verint.com/reset

URL String: http://verint.com/reset


Reset My Password

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1002161", + "startTime": "2022-06-24T18:38:33.047Z", + "endTime": "2022-06-24T18:38:33.207Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 2695, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000352", + "__typename": "Email", + "messageId": "", + "threadId": "1000752", + "sentDate": "2022-06-24T18:38:33.034Z", + "receivedDate": null, + "subject": "<< Ref:1000752 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset:

Reset My Password

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1002163", + "startTime": "2022-06-24T18:43:05.782Z", + "endTime": "2022-06-24T18:43:05.936Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 2968, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000353", + "__typename": "Email", + "messageId": "", + "threadId": "1000753", + "sentDate": "2022-06-24T18:43:05.769Z", + "receivedDate": null, + "subject": "<< Ref:1000753 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset:

Reset My Password

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1002165", + "startTime": "2022-06-24T18:50:49.019Z", + "endTime": "2022-06-24T18:50:49.179Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 3431, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000354", + "__typename": "Email", + "messageId": "", + "threadId": "1000754", + "sentDate": "2022-06-24T18:50:49.005Z", + "receivedDate": null, + "subject": "<< Ref:1000754 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset: [[::-PasswordResetDE.uRLString-::]]

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1002167", + "startTime": "2022-06-24T18:52:17.857Z", + "endTime": "2022-06-24T18:52:18.009Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 3520, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000355", + "__typename": "Email", + "messageId": "", + "threadId": "1000755", + "sentDate": "2022-06-24T18:52:17.843Z", + "receivedDate": null, + "subject": "<< Ref:1000755 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset: [[::-PasswordResetDE.uRLString-::]]

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1002169", + "startTime": "2022-06-24T18:53:38.456Z", + "endTime": "2022-06-24T18:53:38.613Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 3601, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000356", + "__typename": "Email", + "messageId": "<7afqwy7ZvB45aTnZoxwoxA1656096818491@em5.verint.training>", + "threadId": "1000756", + "sentDate": "2022-06-24T18:53:38.441Z", + "receivedDate": null, + "subject": "<< Ref:1000756 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset: 

[[::-PasswordResetDE.uRLString-::]]

[[::-PasswordResetDE.url-::]]

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1002173", + "startTime": "2022-06-24T18:54:49.248Z", + "endTime": "2022-06-24T18:54:49.399Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 25, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000357", + "__typename": "Email", + "messageId": "", + "threadId": "1000757", + "sentDate": "2022-06-24T18:54:49.233Z", + "receivedDate": null, + "subject": "<< Ref:1000757 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset: 

http://em.orbital.com/reset

||http://em.orbital.com/reset

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1002175", + "startTime": "2022-06-24T18:55:27.917Z", + "endTime": "2022-06-24T18:55:28.064Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 63, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000358", + "__typename": "Email", + "messageId": "", + "threadId": "1000758", + "sentDate": "2022-06-24T18:55:27.903Z", + "receivedDate": null, + "subject": "<< Ref:1000758 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset: 

[[::-PasswordResetDE.uRLString-::]]

[[::-PasswordResetDE.url-::]]

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1002207", + "startTime": "2022-06-27T15:13:03.916Z", + "endTime": "2022-06-27T15:13:04.525Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 49, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000400", + "__typename": "Email", + "messageId": "<1yXCno9Xza9NxUovdALct91656342784214@em5.verint.training>", + "threadId": "1000800", + "sentDate": "2022-06-27T15:13:03.877Z", + "receivedDate": null, + "subject": "<< Ref:1000800 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset: 

http://demo.verint.com/passwordreset

||http://demo.verint.com/passwordreset

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1002214", + "startTime": "2022-06-27T22:15:43.892Z", + "endTime": "2022-06-27T22:15:44.072Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 37, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000401", + "__typename": "Email", + "messageId": "", + "threadId": "1000801", + "sentDate": "2022-06-27T22:15:43.88Z", + "receivedDate": null, + "subject": "<< Ref:1000801 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset: 

http://verint.com/resetpassword

||http://verint.com/resetpassword

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1002457", + "startTime": "2022-07-12T22:52:25.911Z", + "endTime": "2022-07-12T22:52:26.381Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 1720, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000450", + "__typename": "Email", + "messageId": "<0G57t7YZ8Y1ww1Uj1jEFD71657666346063@em5.verint.training>", + "threadId": "1000850", + "sentDate": "2022-07-12T22:52:25.88Z", + "receivedDate": null, + "subject": "<< Ref:1000850 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset: 

[[::-PasswordResetDE.uRLString-::]]

https://verint.com/password_reset

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1002626", + "startTime": "2022-07-14T19:14:46.964Z", + "endTime": "2022-07-14T19:14:47.323Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000500", + "__typename": "Email", + "messageId": "", + "threadId": "1000900", + "sentDate": "2022-07-14T19:14:46.943Z", + "receivedDate": null, + "subject": "<< Ref:1000900 >> [SLA Alert Case Reference ID: 1000455] Password Reset SLA Breach", + "body": "

Service Level Agreement Expiry Notification


Case Type: Password Reset

Case ID: 1000455

Case Owner: API Client (apiclient) 

SLA Name: [[::-SLADefinitionED.displayName-::]]

SLA Start: Thu Jul 14 19:12:43 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1002684", + "startTime": "2022-07-14T23:19:30.651Z", + "endTime": "2022-07-14T23:19:30.752Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000501", + "__typename": "Email", + "messageId": "", + "threadId": "1000901", + "sentDate": "2022-07-14T23:19:30.643Z", + "receivedDate": null, + "subject": "<< Ref:1000901 >> [SLA Alert Case Reference ID: 1000458] Password Reset SLA Breach", + "body": "

Service Level Agreement Expiry Notification


Case Type: Password Reset

Case ID: 1000458

Case Owner: Christine Swan-Eglington (ccagent) 

SLA Name: [[::-SLADefinitionED.displayName-::]]

SLA Start: Thu Jul 14 23:17:27 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1002806", + "startTime": "2022-07-20T20:23:25.7Z", + "endTime": "2022-07-20T20:23:26.327Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 54, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000550", + "__typename": "Email", + "messageId": "", + "threadId": "1000950", + "sentDate": "2022-07-20T20:23:25.666Z", + "receivedDate": null, + "subject": "<< Ref:1000950 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset: 

https://verint.com/password_reset

Click here to reset password||https://verint.com/password_reset

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1002815", + "startTime": "2022-07-20T20:51:08.296Z", + "endTime": "2022-07-20T20:51:08.541Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 220, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000551", + "__typename": "Email", + "messageId": "", + "threadId": "1000951", + "sentDate": "2022-07-20T20:51:08.28Z", + "receivedDate": null, + "subject": "<< Ref:1000951 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset: 

https://verint.com/resetForDemo

[[::-PasswordResetDE.url-::]]

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1003060", + "startTime": "2022-07-26T16:07:41.069Z", + "endTime": "2022-07-26T16:19:34.393Z", + "direction": "INBOUND", + "handledBy": { + "username": "pmorton", + "firstName": "Peter", + "lastName": "Morton", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 711, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000300", + "__typename": "ConversationFragment", + "conversationId": "b9f155c3-0540-35b1-83f1-2d482e1acb67", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 3, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-07-26T16:07:25.89Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-07-26T16:07:40.845Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-07-26T16:24:46Z", + "text": "Customer ended the chat session.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", "orgScope": "organisat" } } }, { "node": { - "systemId": "1005817", - "startTime": "2023-04-19T15:02:10.856Z", - "endTime": "2023-04-19T15:02:45.536Z", + "systemId": "1003063", + "startTime": "2022-07-26T16:25:23.524Z", + "endTime": "2022-07-26T16:25:23.75Z", + "direction": "INBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000300", + "__typename": "ConversationFragment", + "conversationId": "b9f155c3-0540-35b1-83f1-2d482e1acb67", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 3, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-07-26T16:07:25.89Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-07-26T16:07:40.845Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" 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Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



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question about benefits", + "body": "what is my EOB?\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Escalated to Manager", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003582", + "startTime": "2022-08-04T14:17:52.563Z", + "endTime": "2022-08-04T14:17:52.892Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 79, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000602", + "__typename": "Email", + "messageId": "", + "threadId": "1001051", + "sentDate": "2022-08-04T14:17:52.547Z", + "receivedDate": null, + "subject": "<< Ref:1001051 >> Re: I have question about benefits", + "body": "

What is an explanation of benefits?


An explanation of benefits (EOB) is the insurance company’s written explanation regarding a claim, showing what they paid and what the patient must pay. The document is sometimes accompanied by a benefits check, but it’s more typical for the insurer to send payment directly to the medical provider.

The EOB is not a bill, although it will explain any charges that the patient still owes or may have already paid (in the form of a copay at the time the medical care was received, for example). If the patient owes additional money after the insurance company has paid its portion, the medical provider will send a separate bill, which should match the patient’s portion listed on the EOB.

Understanding your Explanation of Benefits (EOB)


Member Services Contact Center

\"\"




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Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: I have question about benefits
>> Sent: 04/08/2022 14:05
>>
>> what is my EOB?

", + "fromAddress": "mscc@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1003585", + "startTime": "2022-08-04T14:22:03.966Z", + "endTime": "2022-08-04T14:30:43.429Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 519, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Gave Information - General", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003586", + "startTime": "2022-08-04T14:22:13.102Z", + "endTime": "2022-08-04T14:22:13.305Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 9, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000262", + "__typename": "Email", + "messageId": "", + "threadId": "1000503", + "sentDate": "2022-08-04T14:22:13.086Z", + "receivedDate": null, + "subject": "<< Ref:1000503 >> Re: this is a real complaint", + "body": "


Member Services Contact Center







Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: this is a real complaint
>> Sent: 01/06/2022 14:01
>>

", + "fromAddress": "mscc@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1003589", + "startTime": "2022-08-04T14:30:04.479Z", + "endTime": "2022-08-04T14:30:04.708Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 480, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000604", + "__typename": "Email", + "messageId": "", + "threadId": "1000503", + "sentDate": "2022-08-04T14:30:04.465Z", + "receivedDate": null, + "subject": "<< Ref:1000503 >> Re: this is a real complaint", + "body": "

Member Services Contact Center

\"\"







Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747



>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: this is a real complaint
>> Sent: 01/06/2022 14:01
>>

", + "fromAddress": "mscc@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1003594", + "startTime": "2022-08-04T15:15:15.554Z", + "endTime": "2022-08-04T15:35:36.597Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 1220, + "notes": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: [[::-EmailED.subject-::]]" + } + }, + { + "node": { + "text": "ad hoc notes" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Created a new case", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003596", + "startTime": "2022-08-04T15:33:43.348Z", + "endTime": "2022-08-04T15:33:43.563Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 1107, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000605", + "__typename": "Email", + "messageId": "", + "threadId": "1000503", + "sentDate": "2022-08-04T15:33:43.333Z", + "receivedDate": null, + "subject": "<< Ref:1000503 >> Re: this is a real complaint", + "body": "

We note that you raised a complaint with us recently. We are very sorry that you were inconvenienced, and would like to re-assure you that we are working to resolve it as quickly as possible.

Should you wish to check on our progress, you can visit the following url.



Alternatively you call us on:

  • 0870 xxxx xxxx


Our call centre is open

  • Monday - Friday 8:00 AM - 8:00 PM,
  • Saturday and Sunday 8:00 AM - 12:00 PM



Regards

Customer Service Team

Member Services Contact Center

\"\"




Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: this is a real complaint
>> Sent: 01/06/2022 14:01
>>

", + "fromAddress": "mscc@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1003601", + "startTime": "2022-08-04T15:36:45.609Z", + "endTime": "2022-08-04T15:44:18.502Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 453, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000601", + "__typename": "Email", + "messageId": "<1cc2d67d19347b58f72d354d31952412@bemessaged.com>", + "threadId": "1001051", + "sentDate": "2022-08-04T14:05:15Z", + "receivedDate": "2022-08-04T14:05:15Z", + "subject": "I have question about benefits", + "body": "what is my EOB?\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003629", + "startTime": "2022-08-04T15:44:04.335Z", + "endTime": "2022-08-04T15:44:04.633Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 439, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000603", + "__typename": "Email", + "messageId": "<9GVvAdKtOw6Sv6Lf0JMxH81659627844381@em5.verint.training>", + "threadId": "1001051", + "sentDate": "2022-08-04T15:44:04.32Z", + "receivedDate": null, + "subject": "<< Ref:1001051 >> Re: I have question about benefits", + "body": "

What is an explanation of benefits?


Hello, Peter Morton 

Hello, Peter Morton 


How a deductible works

With a deductible plan, you pay the full cost for many services until you reach a set amount for the year — your deductible. After you reach your deductible, you’ll usually start paying just a copay or coinsurance:

  •  A copay is a set amount you pay for a service.
  •  A coinsurance is a percentage of the full cost of a service.

Those payments and your deductible payments count toward your out-of-pocket maximum.1 Your out-of-pocket maximum helps protect you financially if you get sick or injured. If you reach your out-of-pocket maximum, you won’t have to pay for most covered services for the rest of the year. 


 

How a deductible works for a family plan

Depending on your plan, you may have one of the following:

  • One family deductible for your whole family 
  • A family deductible, and an individual deductible for each person in your family

Whenever a covered family member pays for qualified care, it counts toward your family deductible. Once you’ve reached your family deductible, everyone on the plan starts paying a copay or coinsurance instead of the full cost of services.

Many family plans also have an individual deductible for each family member — in addition to the family deductible. If one family member reaches their individual deductible before the family deductible has been met, they’ll start paying a copay or coinsurance for services before the rest of the family.

What you owe with a deductible plan

\"Chart

Chart showing what you’ll pay for preventive care before and after your out-of-pocket maximum has been reached.


 

\"Chart

Chart showing what you’ll pay for nonpreventive care before and after your deductible and out-of-pocket maximum have been reached.

Estimate your costs

Our cost estimates tool can help you plan for health care costs ahead of time. Your estimates are based on your plan details and how much you’ve paid toward your deductible and out-of-pocket maximum — so you get personalized information every time.

To learn more about your plan, you can:

  • Sign in to your account and click “Coverage & Costs” 
  • Call the number on your medical bill or Orbital Health ID card

Our treatment fee tool can provide a general estimate of the most common medical exams, tests, and procedures, without taking your personal benefit information into account.

How a deductible works

With a deductible plan, you pay the full cost for many services until you reach a set amount for the year — your deductible. After you reach your deductible, you’ll usually start paying just a copay or coinsurance:

  •  A copay is a set amount you pay for a service.
  •  A coinsurance is a percentage of the full cost of a service.

Those payments and your deductible payments count toward your out-of-pocket maximum.1 Your out-of-pocket maximum helps protect you financially if you get sick or injured. If you reach your out-of-pocket maximum, you won’t have to pay for most covered services for the rest of the year. 


 

How a deductible works for a family plan

Depending on your plan, you may have one of the following:

  • One family deductible for your whole family 
  • A family deductible, and an individual deductible for each person in your family

Whenever a covered family member pays for qualified care, it counts toward your family deductible. Once you’ve reached your family deductible, everyone on the plan starts paying a copay or coinsurance instead of the full cost of services.

Many family plans also have an individual deductible for each family member — in addition to the family deductible. If one family member reaches their individual deductible before the family deductible has been met, they’ll start paying a copay or coinsurance for services before the rest of the family.

What you owe with a deductible plan

\"Chart

Chart showing what you’ll pay for preventive care before and after your out-of-pocket maximum has been reached.


 

\"Chart

Chart showing what you’ll pay for nonpreventive care before and after your deductible and out-of-pocket maximum have been reached.

Estimate your costs

Our cost estimates tool can help you plan for health care costs ahead of time. Your estimates are based on your plan details and how much you’ve paid toward your deductible and out-of-pocket maximum — so you get personalized information every time.

To learn more about your plan, you can:

  • Sign in to your account and click “Coverage & Costs” 
  • Call the number on your medical bill or Orbital Health ID card

Our treatment fee tool can provide a general estimate of the most common medical exams, tests, and procedures, without taking your personal benefit information into account.


An explanation of benefits (EOB) is the insurance company’s written explanation regarding a claim, showing what they paid and what the patient must pay. The document is sometimes accompanied by a benefits check, but it’s more typical for the insurer to send payment directly to the medical provider.

The EOB is not a bill, although it will explain any charges that the patient still owes or may have already paid (in the form of a copay at the time the medical care was received, for example). If the patient owes additional money after the insurance company has paid its portion, the medical provider will send a separate bill, which should match the patient’s portion listed on the EOB.


Understanding your Explanation of Benefits (EOB)



Member Services Contact Center 

\"\"




Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: I have question about benefits
>> Sent: 04/08/2022 09:05
>>
>> what is my EOB?

", + "fromAddress": "mscc@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1003653", + "startTime": "2022-08-05T17:38:17.084Z", + "endTime": "2022-08-05T17:38:18.781Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000650", + "__typename": "Email", + "messageId": "", + "threadId": "1001100", + "sentDate": "2022-08-05T17:38:16.813Z", + "receivedDate": null, + "subject": "<< Ref:1001100 >> [SLA Alert Email Reference ID: 1001051] MSCC Queue SLA jeapoardy", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Default

SLA Start: Thu Aug 04 14:06:01 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1003704", + "startTime": "2022-08-09T16:09:56.584Z", + "endTime": "2022-08-09T16:39:19.92Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 1761, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003754", + "startTime": "2022-08-09T16:43:42.896Z", + "endTime": "2022-08-09T17:05:42.15Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 1317, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003755", + "startTime": "2022-08-09T16:44:13.996Z", + "endTime": "2022-08-09T16:44:14.486Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 29, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000606", + "__typename": "Email", + "messageId": "", + "threadId": "1000503", + "sentDate": "2022-08-09T16:44:13.965Z", + "receivedDate": null, + "subject": "<< Ref:1000503 >> Re: this is a real complaint", + "body": "


Member Services Contact Centre

\"\"




Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

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Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: this is a real complaint
>> Sent: 01/06/2022 14:01
>>

", + "fromAddress": "mscc@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1003761", + "startTime": "2022-08-09T17:07:32.428Z", + "endTime": "2022-08-09T17:08:47.135Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 75, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", "attachmentCount": 0, "isDuplicate": false }, @@ -5726,43 +8271,1964 @@ export default { { "node": { "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" + "firstName": "Peter", + "lastName": "Morton" } } ] }, "queue": { - "name": "Pharmacy", + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003764", + "startTime": "2022-08-09T17:08:48.588Z", + "endTime": "2022-08-09T17:09:11.207Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 23, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Contacted party was unavailable to speak", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003765", + "startTime": "2022-08-09T17:08:57.581Z", + "endTime": "2022-08-09T17:08:57.803Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 9, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000700", + "__typename": "Email", + "messageId": "", + "threadId": "1000503", + "sentDate": "2022-08-09T17:08:57.566Z", + "receivedDate": null, + "subject": "<< Ref:1000503 >> Re: this is a real complaint", + "body": "


Member Services Contact Center

\"\"


\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747



\n
\n

>> Original Message ...
\n>> From: pmorton@bemessaged.com
\n>> To: mscc@demo.verint.com
\n>> Subject: this is a real complaint
\n>> Sent: 01/06/2022 14:01
\n>>
\n

\n", + "fromAddress": "mscc@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1003770", + "startTime": "2022-08-09T17:09:33.116Z", + "endTime": "2022-08-09T17:10:35.204Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 62, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Created a new case", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003771", + "startTime": "2022-08-09T17:10:18.605Z", + "endTime": "2022-08-09T17:10:18.831Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 45, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000701", + "__typename": "Email", + "messageId": "", + "threadId": "1000503", + "sentDate": "2022-08-09T17:10:18.591Z", + "receivedDate": null, + "subject": "<< Ref:1000503 >> Re: this is a real complaint", + "body": "


Member Services Contact Center

\"\"




Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: this is a real complaint
>> Sent: 01/06/2022 14:01
>>

", + "fromAddress": "mscc@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1003775", + "startTime": "2022-08-09T17:34:11.474Z", + "endTime": "2022-08-09T17:38:54.078Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 283, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "Gave Information - General", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "Restored workitem", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003780", + "startTime": "2022-08-09T17:38:55.707Z", + "endTime": "2022-08-09T17:39:02.432Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 7, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Restored workitem", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003783", + "startTime": "2022-08-09T17:39:03.912Z", + "endTime": "2022-08-09T17:39:16.125Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 12, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "Escalated to Manager", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "Reassigned to another agent", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003788", + "startTime": "2022-08-09T17:39:38.257Z", + "endTime": "2022-08-09T18:18:14.936Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 2317, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003789", + "startTime": "2022-08-09T17:40:13.5Z", + "endTime": "2022-08-09T17:40:13.747Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 35, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000702", + "__typename": "Email", + "messageId": "", + "threadId": "1000503", + "sentDate": "2022-08-09T17:40:13.486Z", + "receivedDate": null, + "subject": "<< Ref:1000503 >> Re: this is a real complaint", + "body": "


Member Services Contact Center

\"\"




Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: this is a real complaint
>> Sent: 01/06/2022 14:01
>>

", + "fromAddress": "mscc@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1003807", + "startTime": "2022-08-10T16:59:23.559Z", + "endTime": "2022-08-10T16:59:23.894Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000750", + "__typename": "Email", + "messageId": "", + "threadId": "1001150", + "sentDate": "2022-08-10T16:59:23.532Z", + "receivedDate": null, + "subject": "<< Ref:1001150 >> [SLA Alert Case Reference ID: 1000750] Password Reset SLA Breach", + "body": "

Service Level Agreement Expiry Notification


Case Type: Password Reset

Case ID: 1000750

Case Owner: Christine Swan-Eglington (ccagent) 

SLA Name: [[::-SLADefinitionED.displayName-::]]

SLA Start: Wed Aug 10 16:57:19 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1003811", + "startTime": "2022-08-10T17:02:31.478Z", + "endTime": "2022-08-10T17:02:31.548Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000751", + "__typename": "Email", + "messageId": "", + "threadId": "1001151", + "sentDate": "2022-08-10T17:02:31.471Z", + "receivedDate": null, + "subject": "<< Ref:1001151 >> [SLA Alert Case Reference ID: 1000751] Password Reset SLA Breach", + "body": "

Service Level Agreement Expiry Notification


Case Type: Password Reset

Case ID: 1000751

Case Owner: Christine Swan-Eglington (ccagent) 

SLA Name: [[::-SLADefinitionED.displayName-::]]

SLA Start: Wed Aug 10 17:00:29 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1003864", + "startTime": "2022-08-10T18:07:49.977Z", + "endTime": "2022-08-10T18:07:50.555Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 13, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000752", + "__typename": "Email", + "messageId": "", + "threadId": "1001152", + "sentDate": "2022-08-10T18:07:49.964Z", + "receivedDate": null, + "subject": "<< Ref:1001152 >> Password Reset Request", + "body": "


Dear [[::-CustomerED.firstName-::]],

We have received your request to reset your password. Please click the link below to complete the reset: 

[[::-PasswordResetDE.uRLString-::]]

||http://google.com

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1003916", + "startTime": "2022-08-10T18:16:22.199Z", + "endTime": "2022-08-10T18:16:22.56Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 11, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000753", + "__typename": "Email", + "messageId": "", + "threadId": "1001153", + "sentDate": "2022-08-10T18:16:22.185Z", + "receivedDate": null, + "subject": "<< Ref:1001153 >> Password Reset Request", + "body": "


Dear [[::-CustomerED.firstName-::]],

We have received your request to reset your password. Please click the link below to complete the reset: 

[[::-PasswordResetDE.uRLString-::]]

||https://google.com

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

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"2022-08-04T14:05:15Z", + "subject": "I have question about benefits", + "body": "what is my EOB?\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Escalated to Manager", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003958", + "startTime": "2022-08-11T14:54:13.491Z", + "endTime": "2022-08-11T14:55:01.748Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 48, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Case Closed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003961", + "startTime": "2022-08-11T14:55:03.658Z", + "endTime": "2022-08-11T14:55:15.68Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 12, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "A secure message was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003968", + "startTime": "2022-08-11T15:07:55.556Z", + "endTime": "2022-08-11T15:24:19.136Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 984, + "notes": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: [[::-EmailED.subject-::]]" + } + }, + { + "node": { + "text": "put back email to work on later" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "Restored workitem", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "Case Updated", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003969", + "startTime": "2022-08-11T15:17:14.518Z", + "endTime": "2022-08-11T15:17:14.981Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 559, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000703", + "__typename": "Email", + "messageId": "", + "threadId": "1000503", + "sentDate": "2022-08-11T15:17:14.489Z", + "receivedDate": null, + "subject": "<< Ref:1000503 >> Re: this is a real complaint", + "body": "

Dear Peter Morton,

We note that you raised a complaint with us recently. We are very sorry that you were inconvenienced, and would like to re-assure you that we are working to resolve it as quickly as possible.

Should you wish to check on our progress, you can visit the following URL.



Alternatively you call us on:

  • 0870 xxxx xxxx


Our call centre is open

  • Monday - Friday 8:00 AM - 8:00 PM,
  • Saturday and Sunday 8:00 AM - 12:00 PM



Regards

Ciboodle Customer Service Team

Member Services Contact Center

\"\"




Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: this is a real complaint
>> Sent: 01/06/2022 14:01
>>

", + "fromAddress": "mscc@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1003975", + "startTime": "2022-08-11T15:24:20.054Z", + "endTime": "2022-08-11T15:24:31.588Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 12, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003978", + "startTime": "2022-08-11T15:25:21.197Z", + "endTime": "2022-08-11T15:29:08.006Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 227, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000601", + "__typename": "Email", + "messageId": "<1cc2d67d19347b58f72d354d31952412@bemessaged.com>", + "threadId": "1001051", + "sentDate": "2022-08-04T14:05:15Z", + "receivedDate": "2022-08-04T14:05:15Z", + "subject": "I have question about benefits", + "body": "what is my EOB?\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Restored workitem", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1003997", + "startTime": "2022-08-11T15:28:42.562Z", + "endTime": "2022-08-11T15:28:42.787Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 201, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000607", + "__typename": "Email", + "messageId": "", + "threadId": "1001051", + "sentDate": "2022-08-11T15:28:42.548Z", + "receivedDate": null, + "subject": "<< Ref:1001051 >> Re: I have question about benefits", + "body": "

What is an explanation of benefits?


An explanation of benefits (EOB) is the insurance company’s written explanation regarding a claim, showing what they paid and what the patient must pay. The document is sometimes accompanied by a benefits check, but it’s more typical for the insurer to send payment directly to the medical provider.

The EOB is not a bill, although it will explain any charges that the patient still owes or may have already paid (in the form of a copay at the time the medical care was received, for example). If the patient owes additional money after the insurance company has paid its portion, the medical provider will send a separate bill, which should match the patient’s portion listed on the EOB.


Understanding your Explanation of Benefits (EOB)


Member Services Contact Center

\"\"




Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: I have question about benefits
>> Sent: 04/08/2022 09:05
>>
>> what is my EOB?

", + "fromAddress": "mscc@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1004000", + "startTime": "2022-08-11T15:30:26.807Z", + "endTime": "2022-08-11T15:35:21.292Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 294, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000260", + "__typename": "Email", + "messageId": "<3d0a82a50cd6b47eb28ac4a4d2cf1ec0@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-06-01T19:01:09Z", + "receivedDate": "2022-06-01T19:01:09Z", + "subject": "this is a real complaint", + "body": null, + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "No need for response", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1004007", + "startTime": "2022-08-11T15:38:27.971Z", + "endTime": "2022-08-11T15:38:52.698Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 24, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000100", + "__typename": "Email", + "messageId": "", + "threadId": "1000350", + "sentDate": "2022-05-25T18:18:56Z", + "receivedDate": "2022-05-25T18:18:56Z", + "subject": "test", + "body": "test
", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "hu", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Saved for later", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Default", "orgScope": "organisat" } } }, { "node": { - "systemId": "1005818", - "startTime": "2023-04-19T15:02:35.500Z", - "endTime": "2023-04-19T15:02:35.970Z", - "direction": "OUTBOUND", + "systemId": "1004010", + "startTime": "2022-08-11T15:41:32.399Z", + "endTime": "2022-08-11T15:43:27.626Z", + "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 25, + "activeDuration": 115, "notes": null, "interaction": { "locale": null, - "systemId": "1000201", + "systemId": "1000100", "__typename": "Email", - "messageId": "", - "threadId": "1000300", - "sentDate": "2023-04-19T15:02:35.467Z", + "messageId": "", + "threadId": "1000350", + "sentDate": "2022-05-25T18:18:56Z", + "receivedDate": "2022-05-25T18:18:56Z", + "subject": "test", + "body": "test
", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "hu", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Case Updated", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1004013", + "startTime": "2022-08-11T15:44:52.717Z", + "endTime": "2022-08-11T15:44:52.859Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 13, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000057", + "__typename": "Email", + "messageId": "", + "threadId": "1000055", + "sentDate": "2022-08-11T15:44:52.704Z", "receivedDate": null, - "subject": "<< Ref:1000300 >> Re: The Pharmacy said you are not covering my wife's migraine medication?", - "body": "

Mr Vivian,

 

I am sorry to hear you are having issues with getting your wife's medication. I can understand how frustrating it can be when there is uncertainty about medication coverage. I will be happy to try and help you to get this resolved.      


It looks like your wife is on a number of medications, which medication was it that the pharmacy said was not covered?


Regards,

Adam

Member Services

\"\"



Original Message ...
From: dvivian@bemessaged.com
To: customerservice@demo.verint.com
Subject: The Pharmacy said you are not covering my wife's migraine medication?
Sent: Wed, 19 Apr 2023 08:01:04 -0700

While at my pharmacy today I was trying to get my wife's migraine
medication and they told me that you are not covering it now. I wanted
to understand why a medication that has been covered for over a year is
no longer being covered?

I am really frustrated right now and am hoping you can help me resolve
the issue so we can get this medication.

Regards,

Dean Vivian

", + "subject": "<< Ref:1000055 >> Re: test", + "body": "

replyy to number 1





>> Original Message ...
>> From: customer@bemessaged.com
>> To: customerservice@demo.verint.com
>> Subject: test
>> Sent: 26/11/2021 17:25
>>
>> test

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1004028", + "startTime": "2022-08-11T16:28:02.532Z", + "endTime": "2022-08-11T16:28:02.807Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000803", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-08-11T16:28:02.526Z", + "receivedDate": null, + "subject": "<< Ref:1001200 >> TEST MSCC", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

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Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747



\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1004029", + "startTime": "2022-09-11T22:00:57.869Z", + "endTime": "2022-09-11T22:01:52.614Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 54, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000804", + "__typename": "Email", + "messageId": "<63249474584b016269079218ecc52f9e@bemessaged.com>", + "threadId": "1001200", + "sentDate": "2022-08-11T16:27:13Z", + "receivedDate": "2022-08-11T16:27:13Z", + "subject": "TEST MSCC", + "body": "TSEFFSDFSDF\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": null, + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Spam", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1004033", + "startTime": "2022-08-11T17:15:34.566Z", + "endTime": "2022-08-11T17:15:34.779Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 28, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000806", + "__typename": "Email", + "messageId": "", + "threadId": "1001201", + "sentDate": "2022-08-11T17:15:34.553Z", + "receivedDate": null, + "subject": "<< Ref:1001201 >> Password Reset Request", + "body": "


Dear [[::-CustomerED.firstName-::]],

We have received your request to reset your password. Please click the link below to complete the reset: 

Reset

||https://em5.verint.training/

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1004035", + "startTime": "2022-08-11T17:35:57.499Z", + "endTime": "2022-08-11T17:35:57.728Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 1251, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000807", + "__typename": "Email", + "messageId": "", + "threadId": "1001202", + "sentDate": "2022-08-11T17:35:57.486Z", + "receivedDate": null, + "subject": "<< Ref:1001202 >> Password Reset Request", + "body": "


Dear [[::-CustomerED.firstName-::]],

We have received your request to reset your password. Please click the link below to complete the reset: 

[[::-PasswordResetDE.uRLString-::]]

[[::-PasswordResetDE.url-::]]

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1004103", + "startTime": "2022-08-15T19:56:50.562Z", + "endTime": "2022-08-15T19:56:52.069Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000850", + "__typename": "Email", + "messageId": "", + "threadId": "1001250", + "sentDate": "2022-08-15T19:56:50.442Z", + "receivedDate": null, + "subject": "<< Ref:1001250 >> [SLA Alert Email Reference ID: 1001200] MSCC Queue SLA jeapoardy", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Default

SLA Start: Thu Aug 11 16:28:01 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1004162", + "startTime": "2022-08-16T18:18:47.681Z", + "endTime": "2022-08-16T18:20:00.132Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 71, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000052", + "__typename": "Email", + "messageId": "", + "threadId": "1000053", + "sentDate": "2021-11-24T17:16:51Z", + "receivedDate": "2021-11-24T17:16:51Z", + "subject": "test", + "body": "test\n", + "fromAddress": "ptweed@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "hu", + "mailboxName": "customerservice@demo.verint.com", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "A whitemail was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1004453", + "startTime": "2022-08-19T15:22:57.297Z", + "endTime": "2022-08-19T15:42:04.339Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 1147, + "notes": null, + "interaction": { + "locale": "en-US", + "systemId": "1000900", + "__typename": "Email", + "messageId": "", + "threadId": "1001300", + "sentDate": "2022-08-19T15:00:02Z", + "receivedDate": "2022-08-19T15:14:17Z", + "subject": "TEST OF OFFICE 365", + "body": "\n

This is a test message only

 

P.



This electronic message may contain proprietary and confidential information of Verint Systems Inc., its affiliates and/or subsidiaries. The information is intended to be for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient (or authorized to receive this e-mail for the intended recipient), you may not use, copy, disclose or distribute to anyone this message or any information contained in this message. If you have received this electronic message in error, please notify us by replying to this e-mail. ", + "fromAddress": "Peter.Morton@verint.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "customerservice@wwpsl.onmicrosoft.com", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Contacted party was unavailable to speak", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1004455", + "startTime": "2022-08-19T15:24:23.59Z", + "endTime": "2022-08-19T15:24:24.044Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 87, + "notes": null, + "interaction": { + "locale": "en-US", + "systemId": "1000901", + "__typename": "Email", + "messageId": "", + "threadId": "1001300", + "sentDate": "2022-08-19T15:24:23.555Z", + "receivedDate": null, + "subject": "<< Ref:1001300 >> Re: TEST OF OFFICE 365", + "body": "

will replies be recieved????





>> Original Message ...
>> From: Peter.Morton@verint.com
>> To: customerservice@wwpsl.onmicrosoft.com
>> Subject: TEST OF OFFICE 365
>> Sent: 19/08/2022 15:00
>>
>>

This is a test message only


P.


>>
>> This electronic message may contain proprietary and confidential information of Verint Systems Inc., its affiliates and/or subsidiaries. The information is intended to be for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient (or authorized to receive this e-mail for the intended recipient), you may not use, copy, disclose or distribute to anyone this message or any information contained in this message. If you have received this electronic message in error, please notify us by replying to this e-mail.


", "fromAddress": "customerservice@demo.verint.com", "ccAddresses": [], "bccAddresses": [], @@ -5789,8 +10255,8 @@ export default { { "node": { "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" + "firstName": "Peter", + "lastName": "Morton" } } ] @@ -5800,160 +10266,34 @@ export default { }, { "node": { - "systemId": "1005821", - "startTime": "2023-04-19T15:04:09.382Z", - "endTime": "2023-04-19T15:12:07.760Z", + "systemId": "1004628", + "startTime": "2022-08-24T17:00:04.283Z", + "endTime": "2022-08-24T19:00:56.417Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 478, + "activeDuration": 7251, "notes": null, "interaction": { "locale": null, - "systemId": "1000203", + "systemId": "1000601", "__typename": "Email", - "messageId": "", - "threadId": "1000300", - "sentDate": "2023-04-19T15:03:37.000Z", - "receivedDate": "2023-04-19T15:03:37.000Z", - "subject": "Re: << Ref:1000300 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-19 08:02, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Wed, 19 Apr 2023 08:01:04 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", + "messageId": "<1cc2d67d19347b58f72d354d31952412@bemessaged.com>", + "threadId": "1001051", + "sentDate": "2022-08-04T14:05:15Z", + "receivedDate": "2022-08-04T14:05:15Z", + "subject": "I have question about benefits", + "body": "what is my EOB?\n", + "fromAddress": "pmorton@bemessaged.com", "ccAddresses": [], "bccAddresses": null, "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Gave Information - General", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1005870", - "startTime": "2023-04-19T15:12:14.548Z", - "endTime": "2023-04-19T15:13:09.905Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 55, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000203", - "__typename": "Email", - "messageId": "", - "threadId": "1000300", - "sentDate": "2023-04-19T15:03:37.000Z", - "receivedDate": "2023-04-19T15:03:37.000Z", - "subject": "Re: << Ref:1000300 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-19 08:02, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Wed, 19 Apr 2023 08:01:04 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Contacted party was unavailable to speak", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1005881", - "startTime": "2023-04-19T15:18:02.654Z", - "endTime": "2023-04-19T16:22:14.293Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 3852, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000203", - "__typename": "Email", - "messageId": "", - "threadId": "1000300", - "sentDate": "2023-04-19T15:03:37.000Z", - "receivedDate": "2023-04-19T15:03:37.000Z", - "subject": "Re: << Ref:1000300 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-19 08:02, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Wed, 19 Apr 2023 08:01:04 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", + "mailboxName": "Member Services Contact Center", "attachmentCount": 0, "isDuplicate": false }, @@ -5975,1119 +10315,80 @@ export default { { "node": { "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1005889", - "startTime": "2023-04-19T16:59:45.506Z", - "endTime": "2023-04-19T17:10:59.626Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 674, - "notes": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Assistance in enrolling within a new plan. \n" - } - } - ] - }, - "interaction": { - "locale": "en-GB", - "systemId": "1000200", - "__typename": "ConversationFragment", - "conversationId": "57a8a05d-0a39-3802-956d-a57334d6fed2", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 25, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T16:57:41.428Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T16:57:41.429Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T16:58:05.237Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T16:58:05.238Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T16:58:09.375Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T16:58:09.376Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T16:58:23.957Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T16:58:23.958Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T16:58:40.685Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T16:58:40.686Z", - "text": "The Care Cost Estimator is available for all commercial products. 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Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-19 08:02, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Wed, 19 Apr 2023 08:01:04 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", + "messageId": "", + "threadId": null, + "sentDate": "2022-08-24T17:00:05.001Z", + "receivedDate": null, + "subject": "<< Ref:1001350 >> benefits information", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



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\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1004630", + "startTime": "2022-09-11T22:40:18.121Z", + "endTime": "2022-09-11T22:54:18.829Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 840, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000951", + "__typename": "Email", + "messageId": "<3da6c94fb97b2985164480a320a3e23a@bemessaged.com>", + "threadId": "1001350", + "sentDate": "2022-08-24T16:59:11Z", + "receivedDate": "2022-08-24T16:59:11Z", + "subject": "benefits information", + "body": "can you send me information about benefits\n", + "fromAddress": "pmorton@bemessaged.com", "ccAddresses": [], "bccAddresses": null, "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", + "mailboxName": "Member Services Contact Center", "attachmentCount": 0, "isDuplicate": false }, @@ -7096,7 +10397,7 @@ export default { "edges": [ { "node": { - "text": "Escalated to Manager", + "text": "Completed", "isActive": true, "isVisible": true } @@ -7109,1456 +10410,79 @@ export default { { "node": { "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1006017", - "startTime": "2023-04-19T20:05:33.240Z", - "endTime": "2023-04-19T20:10:03.798Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 267, - "notes": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Helped him get his new plan" - } - } - ] - }, - "interaction": { - "locale": "en-GB", - "systemId": "1000202", - "__typename": "ConversationFragment", - "conversationId": "ab7e7c99-a5ac-3894-bffe-3725ed3b47c9", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 26, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:02:33.505Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:02:33.506Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:03:19.553Z", - "text": "crown", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:03:19.554Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:03:38.378Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:03:38.379Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:03:53.100Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:03:53.101Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:04:11.352Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:04:11.353Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:04:27.767Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:04:27.768Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:04:52.198Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:04:52.199Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:05:05.379Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:05:05.380Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:05:20.973Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:05:20.974Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:05:29.695Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:05:29.696Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:05:30.140Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:05:33.230Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-19T20:07:06.053Z", - "text": "

When can I enroll during a Special Enrollment period

The Special Enrollment period is determined by the type of qualifying life event. In most cases, you will have 60 days after the qualifying life event to enroll in or make changes to a health plan.

Certain life events, like moving into the Independence Blue Cross coverage area, allow you to apply for a health plan up to 60 days before a qualifying life event. If you are losing health care coverage provided by an employer, you will have up to 60 days before and after this qualifying life event to enroll in a health plan.

For the following qualifying life events, please visit Pennie.com:

  • You have a change in income or household status that affects your eligibility for premium tax credits or cost-sharing reductions.
  • If you are a member of a federally recognized American Indian tribe or Alaskan Native, you have an open enrollment throughout the year and can change plans as often as once a month.
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Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:09:50.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:09:50.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 2, - "edges": [ - { - "node": { - "text": "Enrollment - New Plan", - "isActive": true, - "isVisible": true - } - }, - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000000", - "firstName": "Peter ", + "firstName": "Peter", "lastName": "Morton" } } ] }, "queue": { - "name": "Default", - "orgScope": "organisat" + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" } } }, { "node": { - "systemId": "1006018", - "startTime": "2023-04-19T20:02:33.505Z", - "endTime": "2023-04-19T20:05:29.696Z", - "direction": "INBOUND", + "systemId": "1004753", + "startTime": "2022-08-25T15:01:50.744Z", + "endTime": "2022-08-25T15:01:51.959Z", + "direction": "OUTBOUND", "handledBy": null, "activeDuration": 0, "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000202", - "__typename": "ConversationFragment", - "conversationId": "ab7e7c99-a5ac-3894-bffe-3725ed3b47c9", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 26, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:02:33.505Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:02:33.506Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:03:19.553Z", - "text": "crown", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:03:19.554Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:03:38.378Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:03:38.379Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:03:53.100Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:03:53.101Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:04:11.352Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:04:11.353Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:04:27.767Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:04:27.768Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:04:52.198Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:04:52.199Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:05:05.379Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:05:05.380Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:05:20.973Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:05:20.974Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:05:29.695Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:05:29.696Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:05:30.140Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:05:33.230Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-19T20:07:06.053Z", - "text": "

When can I enroll during a Special Enrollment period

The Special Enrollment period is determined by the type of qualifying life event. In most cases, you will have 60 days after the qualifying life event to enroll in or make changes to a health plan.

Certain life events, like moving into the Independence Blue Cross coverage area, allow you to apply for a health plan up to 60 days before a qualifying life event. If you are losing health care coverage provided by an employer, you will have up to 60 days before and after this qualifying life event to enroll in a health plan.

For the following qualifying life events, please visit Pennie.com:

  • You have a change in income or household status that affects your eligibility for premium tax credits or cost-sharing reductions.
  • If you are a member of a federally recognized American Indian tribe or Alaskan Native, you have an open enrollment throughout the year and can change plans as often as once a month.
", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-19T20:09:49.513Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:09:50.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:09:50.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Transferred to another agent", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": null, - "queue": null - } - }, - { - "node": { - "systemId": "1006032", - "startTime": "2023-04-19T20:15:50.991Z", - "endTime": "2023-04-19T20:18:49.783Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 173, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000203", - "__typename": "ConversationFragment", - "conversationId": "0e78e191-a321-382a-881e-5598cf308fcf", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 27, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:13:55.428Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:13:55.429Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:14:03.574Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:14:03.575Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:14:09.945Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:14:09.946Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:14:19.184Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:14:19.185Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:14:33.104Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:14:33.105Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:14:57.896Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:14:57.897Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:15:11.510Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:15:11.511Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:15:27.866Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:15:27.867Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:15:34.491Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:15:34.492Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:15:36.588Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:15:36.589Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:15:45.899Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:15:45.900Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:15:46.311Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:15:50.983Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-19T20:18:38.173Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:18:39.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:18:39.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 2, - "edges": [ - { - "node": { - "text": "Saved for later", - "isActive": true, - "isVisible": true - } - }, - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000000", - "firstName": "Peter ", - "lastName": "Morton" - } - } - ] - }, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1006033", - "startTime": "2023-04-19T20:13:55.428Z", - "endTime": "2023-04-19T20:15:45.900Z", - "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000203", - "__typename": "ConversationFragment", - "conversationId": "0e78e191-a321-382a-881e-5598cf308fcf", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 27, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:13:55.428Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:13:55.429Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:14:03.574Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:14:03.575Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:14:09.945Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:14:09.946Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:14:19.184Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:14:19.185Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:14:33.104Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:14:33.105Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:14:57.896Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:14:57.897Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:15:11.510Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:15:11.511Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:15:27.866Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:15:27.867Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:15:34.491Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:15:34.492Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:15:36.588Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:15:36.589Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:15:45.899Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:15:45.900Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-19T20:15:46.311Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:15:50.983Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-19T20:18:38.173Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:18:39.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-19T20:18:39.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Transferred to another agent", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": null, - "queue": null - } - }, - { - "node": { - "systemId": "1006105", - "startTime": "2023-04-20T13:10:38.981Z", - "endTime": "2023-04-20T13:54:10.629Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 2211, - "notes": null, "interaction": { "locale": null, - "systemId": "1000203", + "systemId": "1001000", "__typename": "Email", - "messageId": "", - "threadId": "1000300", - "sentDate": "2023-04-19T15:03:37.000Z", - "receivedDate": "2023-04-19T15:03:37.000Z", - "subject": "Re: << Ref:1000300 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-19 08:02, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Wed, 19 Apr 2023 08:01:04 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", + "messageId": "", + "threadId": "1001400", + "sentDate": "2022-08-25T15:01:50.634Z", + "receivedDate": null, + "subject": "<< Ref:1001400 >> [SLA Alert Email Reference ID: 1001350] MSCC Queue SLA jeapoardy", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Default

SLA Start: Wed Aug 24 17:00:01 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1005364", + "startTime": "2022-09-11T21:56:18.606Z", + "endTime": "2022-09-11T21:56:47.287Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 28, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000052", + "__typename": "Email", + "messageId": "", + "threadId": "1000053", + "sentDate": "2021-11-24T17:16:51Z", + "receivedDate": "2021-11-24T17:16:51Z", + "subject": "test", + "body": "test\n", + "fromAddress": "ptweed@bemessaged.com", "ccAddresses": [], "bccAddresses": null, - "detectedLanguage": "en", + "detectedLanguage": "hu", "mailboxName": "customerservice@demo.verint.com", "attachmentCount": 0, "isDuplicate": false @@ -8568,7 +10492,59 @@ export default { "edges": [ { "node": { - "text": "Enrollment - New Plan", + "text": "Case Closed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1005366", + "startTime": "2022-09-11T21:56:48.291Z", + "endTime": "2022-09-11T21:57:08.821Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 19, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000100", + "__typename": "Email", + "messageId": "", + "threadId": "1000350", + "sentDate": "2022-05-25T18:18:56Z", + "receivedDate": "2022-05-25T18:18:56Z", + "subject": "test", + "body": "test
", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "hu", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", "isActive": true, "isVisible": true } @@ -8581,258 +10557,7 @@ export default { { "node": { "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1006117", - "startTime": "2023-04-20T13:46:44.935Z", - "endTime": "2023-04-20T13:50:57.584Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 253, - "notes": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Some notes" - } - } - ] - }, - "interaction": { - "locale": "en-GB", - "systemId": "1000250", - "__typename": "ConversationFragment", - "conversationId": "5828c589-d2c4-3466-9672-3e7878952880", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 15, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:45:33.684Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:45:33.685Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:45:58.156Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:45:58.157Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:46:05.527Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:46:05.528Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:46:09.713Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:46:09.714Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:46:30.926Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:46:30.927Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:46:31.983Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:46:44.857Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-20T13:50:53.148Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:50:54.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:50:54.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 3, - "edges": [ - { - "node": { - "text": "Enrollment - New Plan", - "isActive": true, - "isVisible": true - } - }, - { - "node": { - "text": "Gave Information - General", - "isActive": true, - "isVisible": true - } - }, - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000000", - "firstName": "Peter ", + "firstName": "Peter", "lastName": "Morton" } } @@ -8846,546 +10571,1037 @@ export default { }, { "node": { - "systemId": "1006118", - "startTime": "2023-04-20T13:45:33.684Z", - "endTime": "2023-04-20T13:46:30.927Z", + "systemId": "1005370", + "startTime": "2022-09-11T21:57:34.886Z", + "endTime": "2022-09-11T21:57:55.346Z", "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 16, "notes": null, "interaction": { - "locale": "en-GB", - "systemId": "1000250", - "__typename": "ConversationFragment", - "conversationId": "5828c589-d2c4-3466-9672-3e7878952880", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 15, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:45:33.684Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:45:33.685Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:45:58.156Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:45:58.157Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:46:05.527Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:46:05.528Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:46:09.713Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:46:09.714Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:46:30.926Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:46:30.927Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:46:31.983Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:46:44.857Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-20T13:50:53.148Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:50:54.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:50:54.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "locale": null, + "systemId": "1000157", + "__typename": "Email", + "messageId": "", + "threadId": "1000403", + "sentDate": "2022-05-25T22:12:48Z", + "receivedDate": "2022-05-25T22:12:48Z", + "subject": "Test for default QWT", + "body": "testing\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false }, "outcome": { "totalCount": 1, "edges": [ { "node": { - "text": "Transferred to another agent", + "text": "Completed", "isActive": true, "isVisible": true } } ] }, - "customer": null, - "queue": null - } - }, - { - "node": { - "systemId": "1006136", - "startTime": "2023-04-20T16:28:37.322Z", - "endTime": "2023-04-20T16:29:07.883Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 30, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000251", - "__typename": "ConversationFragment", - "conversationId": "71fa25ec-7a9a-382e-a396-d777a69369c6", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 25, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:55:26.442Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:55:26.443Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:55:36.610Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:55:36.611Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:55:40.011Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:55:40.012Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:56:05.659Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:56:05.660Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:56:16.413Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:56:16.414Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:56:42.737Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:56:42.738Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:57:13.605Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:57:13.606Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:57:26.494Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:57:26.495Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:57:29.325Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:57:29.326Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:57:40.259Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:57:40.260Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:57:40.633Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:28:37.311Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-20T16:29:02.891Z", - "text": "I hope that I was able to help you today. 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TAGLINE\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Gave Information - Case Update", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" + } + } + }, + { + "node": { + "systemId": "1005375", + "startTime": "2022-09-11T21:58:25.419Z", + "endTime": "2022-09-11T21:58:38.592Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 13, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000208", + "__typename": "Email", + "messageId": "<437eef5a128e5a4e0a598a38f8be5776@bemessaged.com>", + "threadId": "1000456", + "sentDate": "2022-05-31T18:52:34Z", + "receivedDate": "2022-05-31T18:52:34Z", + "subject": "follow up question about Claim", + "body": "follow up question about Claim\n\nTHanks,\n\nPeter.\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Restored workitem", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1005466", + "startTime": "2022-09-11T22:39:17.568Z", + "endTime": "2022-09-11T22:39:49.057Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 31, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000601", + "__typename": "Email", + "messageId": "<1cc2d67d19347b58f72d354d31952412@bemessaged.com>", + "threadId": "1001051", + "sentDate": "2022-08-04T14:05:15Z", + "receivedDate": "2022-08-04T14:05:15Z", + "subject": "I have question about benefits", + "body": "what is my EOB?\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1005468", + "startTime": "2022-09-11T22:52:43.63Z", + "endTime": "2022-09-11T22:52:44.126Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 745, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000952", + "__typename": "Email", + "messageId": "<8r6ZAxqz2z8E9J6A7nN3O91662936763737@em5.verint.training>", + "threadId": "1001350", + "sentDate": "2022-09-11T22:52:43.605Z", + "receivedDate": null, + "subject": "<< Ref:1001350 >> Re: benefits information", + "body": "

What is an explanation of benefits?


An explanation of benefits (EOB) is the insurance company’s written explanation regarding a claim, showing what they paid and what the patient must pay. The document is sometimes accompanied by a benefits check, but it’s more typical for the insurer to send payment directly to the medical provider.

The EOB is not a bill, although it will explain any charges that the patient still owes or may have already paid (in the form of a copay at the time the medical care was received, for example). If the patient owes additional money after the insurance company has paid its portion, the medical provider will send a separate bill, which should match the patient’s portion listed on the EOB.

Hello, Peter Morton 


How a deductible works

With a deductible plan, you pay the full cost for many services until you reach a set amount for the year — your deductible. After you reach your deductible, you’ll usually start paying just a copay or coinsurance:

  •  A copay is a set amount you pay for a service.
  •  A coinsurance is a percentage of the full cost of a service.

Those payments and your deductible payments count toward your out-of-pocket maximum.1 Your out-of-pocket maximum helps protect you financially if you get sick or injured. If you reach your out-of-pocket maximum, you won’t have to pay for most covered services for the rest of the year. 


 

How a deductible works for a family plan

Depending on your plan, you may have one of the following:

  • One family deductible for your whole family 
  • A family deductible, and an individual deductible for each person in your family

Whenever a covered family member pays for qualified care, it counts toward your family deductible. Once you’ve reached your family deductible, everyone on the plan starts paying a copay or coinsurance instead of the full cost of services.

Many family plans also have an individual deductible for each family member — in addition to the family deductible. If one family member reaches their individual deductible before the family deductible has been met, they’ll start paying a copay or coinsurance for services before the rest of the family.

What you owe with a deductible plan

\"Chart

Chart showing what you’ll pay for preventive care before and after your out-of-pocket maximum has been reached.


 

\"Chart

Chart showing what you’ll pay for nonpreventive care before and after your deductible and out-of-pocket maximum have been reached.

Estimate your costs

Our cost estimates tool can help you plan for health care costs ahead of time. Your estimates are based on your plan details and how much you’ve paid toward your deductible and out-of-pocket maximum — so you get personalized information every time.

To learn more about your plan, you can:

  • Sign in to your account and click “Coverage & Costs” 
  • Call the number on your medical bill or Orbital Health ID card

Our treatment fee tool can provide a general estimate of the most common medical exams, tests, and procedures, without taking your personal benefit information into account.

 

Member Services Contact Center

\"Orbital



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

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Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: benefits information
>> Sent: 24/08/2022 16:59
>>
>> can you send me information about benefits

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This is a spelling mistake


Member Services Contact Center

\"Orbital




Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: I have question about benefits
>> Sent: 08/04/2022 09:05
>>
>> what is my EOB?

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To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T15:38:18.121Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T15:43:25.973Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:32.261Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:44.746Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-27T20:54:50.472Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-09-27T20:56:20.326Z", + "text": "cancel", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-27T20:59:08.25Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-10-21T20:43:00.591Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-10-21T20:43:08.869Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-11-01T20:36:53.665Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:17:18.322Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:17:49.838Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-07T16:20:22.523Z", + "text": "Can I use my payflex debit card for General Walgreen shopping?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:20:29.81Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-07T16:24:54.393Z", + "text": "still here", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:39:12.878Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-07T16:39:45.686Z", + "text": "Can I use the mobile app to submit a claim?
", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:39:47.915Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:41:51.463Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-07T16:42:02.807Z", + "text": "hello still here", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:42:04.043Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:42:41.18Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-07T16:43:21.341Z", + "text": "okay I am back", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:43:21.902Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:44:02.843Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-07T16:44:20.637Z", + "text": "back again", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:44:22.933Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:45:19.112Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-07T16:45:32.738Z", + "text": "hello", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:45:35.279Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:45:41.55Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-07T16:46:31.485Z", + "text": "howdy", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:46:36.681Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:47:27.621Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-07T16:47:36.522Z", + "text": "can I claim using the app?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:47:38.528Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-07T16:48:20.254Z", + "text": "backorder", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:50:36.389Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-07T16:50:59.045Z", + "text": "Can I claim using the mobile App?
", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:51:00.479Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-07T16:51:34.949Z", + "text": "what about updating a claim", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:51:50.131Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:37:32.412Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:39:14Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:39:14Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", "lastName": "Morton" } } @@ -9399,21 +11615,28 @@ export default { }, { "node": { - "systemId": "1006137", - "startTime": "2023-04-20T13:55:26.442Z", - "endTime": "2023-04-20T13:57:40.260Z", + "systemId": "1005640", + "startTime": "2022-09-16T15:38:23.967Z", + "endTime": "2022-09-16T15:42:43.708Z", "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 137, "notes": null, "interaction": { - "locale": "en-GB", - "systemId": "1000251", + "locale": null, + "systemId": "1000307", "__typename": "ConversationFragment", - "conversationId": "71fa25ec-7a9a-382e-a396-d777a69369c6", + "conversationId": "12f493d3-5061-3db7-bea8-9065045febd0", + "subChannel": "LIVECHAT", "entryPoint": "VerintChat", "messages": { - "totalCount": 25, + "totalCount": 6, "edges": [ { "node": { @@ -9421,8 +11644,8 @@ export default { "sender": { "name": "Peter Morton" }, - "sentTime": "2023-04-20T13:55:26.442Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", + "sentTime": "2022-07-26T19:35:26.203Z", + "text": "I would like to discuss my account", "type": "STANDARD_MESSAGE" } }, @@ -9432,254 +11655,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-04-20T13:55:26.443Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:55:36.610Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:55:36.611Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:55:40.011Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:55:40.012Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:56:05.659Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:56:05.660Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:56:16.413Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:56:16.414Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:56:42.737Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:56:42.738Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:57:13.605Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:57:13.606Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:57:26.494Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:57:26.495Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:57:29.325Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:57:29.326Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:57:40.259Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T13:57:40.260Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T13:57:40.633Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:28:37.311Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-20T16:29:02.891Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:29:03.000Z", - "text": "Adam has exited the session.", + "sentTime": "2022-07-26T19:35:39.756Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -9689,22 +11666,54 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-04-20T16:29:03.000Z", + "sentTime": "2022-07-26T19:48:31.475Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T15:38:23.781Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T15:42:43Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T15:42:43Z", "text": "The conversation has been ended.", "type": "SYSTEM_MESSAGE" } } ] }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "referrerUrl": null }, "outcome": { "totalCount": 1, "edges": [ { "node": { - "text": "Transferred to another agent", + "text": "Completed", "isActive": true, "isVisible": true } @@ -9712,18 +11721,546 @@ export default { ] }, "customer": null, - "queue": null + "queue": { + "name": "Default", + "orgScope": "organisat" + } } }, { "node": { - "systemId": "1006147", - "startTime": "2023-04-20T16:29:32.796Z", - "endTime": "2023-04-20T16:41:37.793Z", + "systemId": "1005645", + "startTime": "2022-09-16T15:42:45.676Z", + "endTime": "2022-09-28T23:32:02.886Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 24962, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000308", + "__typename": "ConversationFragment", + "conversationId": "a342d46e-b0c9-36d0-a528-e091af432e9d", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 22, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-07-26T19:48:59.873Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-07-26T19:49:14.294Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-07-26T19:49:56.261Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T15:42:45.502Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T15:42:55.467Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:36.067Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:41.884Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:43.701Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:55.272Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-27T20:55:00.447Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-27T20:59:05.57Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-28T16:40:26.971Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-10-21T20:43:03.165Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-10-21T20:43:14.939Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-11-01T20:37:01.15Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:17:29.356Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:17:47.184Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:37:39.03Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:39:17.174Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:17:52.83Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:21:18Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:21:18Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1005647", + "startTime": "2022-09-16T15:42:58.421Z", + "endTime": "2022-09-28T23:32:03.552Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 24707, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000309", + "__typename": "ConversationFragment", + "conversationId": "77ce7b80-e0bc-3f0b-91e5-d7012038cdad", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 15, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-07-26T19:51:26.189Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-07-26T19:51:39.889Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-07-26T19:55:53.182Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T15:42:57.681Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T15:43:12.628Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:45.807Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:53.255Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-28T16:40:36.83Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-10-21T20:43:10.1Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-10-21T20:43:13.527Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:17:48.037Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:17:52.05Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:39:15.877Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:39:31Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:39:31Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1005650", + "startTime": "2022-09-16T15:49:19.489Z", + "endTime": "2022-09-16T16:00:02Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" @@ -9732,19 +12269,2180 @@ export default { "notes": null, "interaction": { "locale": null, - "systemId": "1000203", + "systemId": "1000350", + "__typename": "ConversationFragment", + "conversationId": "d6afea6b-e935-3b38-b314-cf0a6cbe6b28", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 4, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-16T15:49:10.98Z", + "text": "why have I not received my order
", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T15:49:19.479Z", + "text": "Session started between Amber Nash and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-09-16T15:55:47.464Z", + "text": "We will make every effort to have every item in our store available at all times. If a product is no longer in inventory, the item will appear with the notice, "Sorry, this product is not currently available" and the "Add to Cart" button will not appear. There will also be an “Out Of Stock” button next to the product. However, if our inventory has changed from the time you placed the order in your shopping cart, we will notify you that the item is no longer available before you checkout.
If an item you order online becomes unavailable before your order is shipped, we will notify you via e-mail that the product is no longer available. It will be removed and cancelled from your order.", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T15:56:20.865Z", + "text": "Customer ended the chat session.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "The conversation timed out", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000100", + "firstName": "Amber", + "lastName": "Nash" + } + } + ] + }, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1005703", + "startTime": "2022-09-16T16:00:41.987Z", + "endTime": "2022-09-16T16:01:30Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 48, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000351", + "__typename": "ConversationFragment", + "conversationId": "b3450b7f-5dcd-3c10-b45e-f7cc310313eb", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 3, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-16T16:00:39.051Z", + "text": "Where's my order?
", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T16:00:41.978Z", + "text": "Session started between Amber Nash and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T16:01:26.688Z", + "text": "Customer ended the chat session.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "A social message was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "The customer ended the chat session.", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1005707", + "startTime": "2022-09-16T16:02:20.917Z", + "endTime": "2022-09-16T16:03:56Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 96, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000352", + "__typename": "ConversationFragment", + "conversationId": "780f9463-3a85-3b26-ad85-cd0fdaf7a815", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 5, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-16T16:02:17.281Z", + "text": "Where's my order
", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T16:02:20.909Z", + "text": "Session started between Amber Nash and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-09-16T16:03:38.612Z", + "text": "Scholastic Store Online Availability of Products ", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T16:03:56Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T16:03:56Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Contacted party did not answer", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000100", + "firstName": "Amber", + "lastName": "Nash" + } + } + ] + }, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1005710", + "startTime": "2022-09-16T16:04:53.505Z", + "endTime": "2022-12-08T17:39:50.933Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 22175, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000353", + "__typename": "ConversationFragment", + "conversationId": "732c776f-b2a6-3dbd-829a-d5a80bd8d4b9", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 49, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-16T16:04:40.144Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T16:04:53.496Z", + "text": "Session started between Amber Nash and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-09-16T16:05:08.15Z", + "text": "Scholastic Store Online Availability of Products ", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-16T16:05:15.994Z", + "text": "thanks", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T16:05:26.978Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-16T16:05:39.581Z", + "text": "erm ... i wasn't finished talking", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T16:05:40.904Z", + "text": "Session started between Amber Nash and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T20:16:16.49Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-16T20:16:41.368Z", + "text": "where my order", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T20:16:43.087Z", + "text": "Session started between Amber Nash and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-09-16T20:20:05.858Z", + "text": "We will make every effort to have every item in our store available at all times. If a product is no longer in inventory, the item will appear with the notice, "Sorry, this product is not currently available" and the "Add to Cart" button will not appear. There will also be an “Out Of Stock” button next to the product. However, if our inventory has changed from the time you placed the order in your shopping cart, we will notify you that the item is no longer available before you checkout.
If an item you order online becomes unavailable before your order is shipped, we will notify you via e-mail that the product is no longer available. It will be removed and cancelled from your order.", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T21:13:46.354Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-16T21:14:19.28Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T21:14:20.492Z", + "text": "Session started between Amber Nash and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-16T21:14:40.214Z", + "text": "backorder", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-16T21:18:15.664Z", + "text": "backorder", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T21:20:12.402Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:54.023Z", + "text": "Session started between Amber Nash and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:57.421Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-19T16:10:59.052Z", + "text": " I am having difficulty logging in ", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:11:02.436Z", + "text": "Session started between Amber Nash and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-09-19T16:13:24.554Z", + "text": "

I'm sorry you're having problems logging in. I can help you reset your password and get you logged back into your account. Would you like to start the password reset now?

More Information:

https://www.scholastic.com/resetPassword

", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-19T16:13:47.391Z", + "text": "Help Me Reset Password", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-09-19T16:13:57.138Z", + "text": "Before I can help with resetting your password, I need to ask you a couple questions to validate who you are. What is the class code associated with your account?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-19T16:14:11.98Z", + "text": "PX34Y", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-09-19T16:14:21.024Z", + "text": "I sent a text to the number you have registered on file. What is that code?
", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-19T16:14:27.812Z", + "text": "158329", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-09-19T16:14:43.829Z", + "text": "

Thank you Amber! I've provided a reset password link for you. This will only be good for two hours. In case you need to access the link again, I have also sent it to ambernash84@yahoo.com.

More Information:

Reset Password Now

", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-09-19T16:14:54.533Z", + "text": "Reset Password Now", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-19T16:14:58.054Z", + "text": "Reset Password Now", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-09-19T16:15:07.715Z", + "text": "

If you need any additional help with logging in or creating a strong password, ask me.

More Information:
", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-09-19T16:17:29.222Z", + "text": "Amber, I wanted to inform you that your recent book order is backordered. Would you like to connect to a live agent to discuss further?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-19T16:17:48.388Z", + "text": "Connect to Live Agent", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:20:43.581Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-19T19:07:46.487Z", + "text": "Contact a Live Representative", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T19:07:48.805Z", + "text": "Session started between Amber Nash and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-19T19:13:37.671Z", + "text": "are you there", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-19T19:16:36.273Z", + "text": "why are my items not here yet", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-19T19:26:05.325Z", + "text": "keep alive", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Amber Nash" + }, + "sentTime": "2022-09-19T19:30:20.61Z", + "text": "oh so they are on backorder thats not so good", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-09-19T19:33:46.15Z", + "text": "Scholastic Store Online Availability of Products ", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-09-19T19:35:45.084Z", + "text": "I am currently working on your request, sorry for the delay.", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-09-19T19:37:09.619Z", + "text": "

Service Level Agreement Expiry Notification


Case Type: HELP DESK CASE

Case ID: 1001052

Case Owner: Christine Swan-Eglington (ccagent) 

SLA Name: 

SLA Start: 

", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T19:52:59.775Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:17:50.547Z", + "text": "Session started between Amber Nash and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:17:55.341Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:39:18.013Z", + "text": "Session started between Amber Nash and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:39:50Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:39:50Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000100", + "firstName": "Amber", + "lastName": "Nash" + } + } + ] + }, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1005804", + "startTime": "2022-09-16T21:20:28.346Z", + "endTime": "2022-09-16T21:47:31.8Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 3246, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000208", "__typename": "Email", - "messageId": "", - "threadId": "1000300", - "sentDate": "2023-04-19T15:03:37.000Z", - "receivedDate": "2023-04-19T15:03:37.000Z", - "subject": "Re: << Ref:1000300 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-19 08:02, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Wed, 19 Apr 2023 08:01:04 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", + "messageId": "<437eef5a128e5a4e0a598a38f8be5776@bemessaged.com>", + "threadId": "1000456", + "sentDate": "2022-05-31T18:52:34Z", + "receivedDate": "2022-05-31T18:52:34Z", + "subject": "follow up question about Claim", + "body": "follow up question about Claim\n\nTHanks,\n\nPeter.\n", + "fromAddress": "pmorton@bemessaged.com", "ccAddresses": [], "bccAddresses": null, "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1005961", + "startTime": "2022-09-19T16:22:08.188Z", + "endTime": "2022-12-08T17:40:00.228Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 6202, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000400", + "__typename": "ConversationFragment", + "conversationId": "a96c8442-d85c-30d8-95be-75e5944bf67c", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 8, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-09-19T16:21:52.755Z", + "text": "I want to talk about my backorder", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:22:08.178Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T18:04:58.439Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:17:52.805Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:17:57.037Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:39:32.382Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:40:00Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:40:00Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1006110", + "startTime": "2022-09-23T14:35:31.437Z", + "endTime": "2022-09-23T14:46:34.69Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 53, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000208", + "__typename": "Email", + "messageId": "<437eef5a128e5a4e0a598a38f8be5776@bemessaged.com>", + "threadId": "1000456", + "sentDate": "2022-05-31T18:52:34Z", + "receivedDate": "2022-05-31T18:52:34Z", + "subject": "follow up question about Claim", + "body": "follow up question about Claim\n\nTHanks,\n\nPeter.\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Case Closed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1006114", + "startTime": "2022-09-23T14:47:28.469Z", + "endTime": "2022-09-23T15:47:30.693Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 3602, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000208", + "__typename": "Email", + "messageId": "<437eef5a128e5a4e0a598a38f8be5776@bemessaged.com>", + "threadId": "1000456", + "sentDate": "2022-05-31T18:52:34Z", + "receivedDate": "2022-05-31T18:52:34Z", + "subject": "follow up question about Claim", + "body": "follow up question about Claim\n\nTHanks,\n\nPeter.\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1006117", + "startTime": "2022-09-23T17:29:19.477Z", + "endTime": "2022-09-23T18:29:21.946Z", + "direction": "INBOUND", + "handledBy": { + "username": "pmorton", + "firstName": "Peter", + "lastName": "Morton", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 3602, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000208", + "__typename": "Email", + "messageId": "<437eef5a128e5a4e0a598a38f8be5776@bemessaged.com>", + "threadId": "1000456", + "sentDate": "2022-05-31T18:52:34Z", + "receivedDate": "2022-05-31T18:52:34Z", + "subject": "follow up question about Claim", + "body": "follow up question about Claim\n\nTHanks,\n\nPeter.\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1006408", + "startTime": "2022-10-03T14:29:00.06Z", + "endTime": "2022-10-03T14:29:00.799Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001152", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-10-03T14:29:00.032Z", + "receivedDate": null, + "subject": "<< Ref:1001601 >> Test with acknowledgement", + "body": "

Thank you for your email.


We endevour to respond to your email within the next 24 hours.


Regards,

\n


Pharmacy Services


phone: 555-666-7890

email: pharmservices@demo.verint.com


\n



Pharmacy Services - TAGLINE


\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1006409", + "startTime": "2023-04-27T13:51:42.024Z", + "endTime": "2023-04-27T14:45:12.616Z", + "direction": "INBOUND", + "handledBy": { + "username": "pmorton", + "firstName": "Peter", + "lastName": "Morton", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 3210, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001153", + "__typename": "Email", + "messageId": "<6adec228d1221a71ac0f1959bfb0aa97@bemessaged.com>", + "threadId": "1001601", + "sentDate": "2022-10-03T14:28:38Z", + "receivedDate": "2022-10-03T14:28:38Z", + "subject": "Test with acknowledgement", + "body": "test\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Pharmacy Services", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Pharmacy Services", + "orgScope": "organisat_pharmacyservices" + } + } + }, + { + "node": { + "systemId": "1006416", + "startTime": "2022-10-03T21:27:56.192Z", + "endTime": "2022-10-03T21:27:56.54Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 66, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001155", + "__typename": "Email", + "messageId": "<9GvF5PPZrHAu5OJRHBZ3d81664832476236@em5.verint.training>", + "threadId": "1001602", + "sentDate": "2022-10-03T21:27:56.179Z", + "receivedDate": null, + "subject": "<< Ref:1001602 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset: 

http://urlstring.com

link text||http://urlfromurl.com

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1006417", + "startTime": "2022-10-03T21:27:56.932Z", + "endTime": "2022-10-03T21:27:57.084Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 66, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001156", + "__typename": "Email", + "messageId": "", + "threadId": "1001603", + "sentDate": "2022-10-03T21:27:56.919Z", + "receivedDate": null, + "subject": "<< Ref:1001603 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset: 

http://urlstring.com

link text||http://urlfromurl.com

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1006454", + "startTime": "2022-10-04T16:28:56.659Z", + "endTime": "2022-10-04T16:28:57.556Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001200", + "__typename": "Email", + "messageId": "<361vh1zKaJ3Z9UeMnje6q61664900936855@em5.verint.training>", + "threadId": "1001650", + "sentDate": "2022-10-04T16:28:56.614Z", + "receivedDate": null, + "subject": "<< Ref:1001650 >> Password Reset Request", + "body": "


Dear Peter,

We have received your request to reset your password. Please click the link below to complete the reset: 

https://verint.com/password_reset

Click here to reset password||https://verint.com/password_reset

Reset My Passwordclick here

If you need additional assistance, or you did not make this change, please contact help@orbital.com.

Cheers,
The Orbital Team

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1006503", + "startTime": "2022-10-06T14:27:27.128Z", + "endTime": "2022-10-06T14:27:27.958Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001250", + "__typename": "Email", + "messageId": "", + "threadId": "1001700", + "sentDate": "2022-10-06T14:27:27.036Z", + "receivedDate": null, + "subject": "<< Ref:1001700 >> [SLA Alert Email Reference ID: 1001600] SLA Breach ", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Standard SLA

SLA Start: Mon Oct 03 14:21:59 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1006504", + "startTime": "2022-10-06T14:29:07.484Z", + "endTime": "2022-10-06T14:29:07.58Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001251", + "__typename": "Email", + "messageId": "", + "threadId": "1001701", + "sentDate": "2022-10-06T14:29:07.475Z", + "receivedDate": null, + "subject": "<< Ref:1001701 >> [SLA Alert Email Reference ID: 1001601] SLA Breach ", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Standard SLA

SLA Start: Mon Oct 03 14:28:58 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1006554", + "startTime": "2022-10-11T17:47:39.328Z", + "endTime": "2022-10-11T20:20:45.584Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 8050, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000208", + "__typename": "Email", + "messageId": "<437eef5a128e5a4e0a598a38f8be5776@bemessaged.com>", + "threadId": "1000456", + "sentDate": "2022-05-31T18:52:34Z", + "receivedDate": "2022-05-31T18:52:34Z", + "subject": "follow up question about Claim", + "body": "follow up question about Claim\n\nTHanks,\n\nPeter.\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1006558", + "startTime": "2022-10-21T14:26:35.443Z", + "endTime": "2022-10-21T16:58:01.216Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 3271, + "notes": null, + "interaction": { + "locale": "en-US", + "systemId": "1001300", + "__typename": "Email", + "messageId": "", + "threadId": "1001750", + "sentDate": "2022-10-11T18:20:04Z", + "receivedDate": "2022-10-11T18:20:16Z", + "subject": "I am Checking My Health Chart", + "body": "

When is my next appointment. I cannot log into my Health Chart

thanks

 

 

Scott Dorris

Solution Consultant | Solution Sales | Verint Customer Engagement Solutions

Email: Mobile: 1-618-567-4453 Office: 1-618-374-6233

 

 

 



This electronic message may contain proprietary and confidential information of Verint Systems Inc., its affiliates and/or subsidiaries. The information is intended to be for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient (or authorized to receive this e-mail for the intended recipient), you may not use, copy, disclose or distribute to anyone this message or any information contained in this message. If you have received this electronic message in error, please notify us by replying to this e-mail. ", + "fromAddress": "Scott.Dorris@verint.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "customerservice@wwpsl.onmicrosoft.com", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1006611", + "startTime": "2022-10-12T21:30:26.94Z", + "endTime": "2022-10-12T22:54:18.884Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 4411, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "aasdasda" + } + } + ] + }, + "interaction": { + "locale": "en-US", + "systemId": "1001354", + "__typename": "Email", + "messageId": "", + "threadId": "1001802", + "sentDate": "2022-10-12T21:27:47Z", + "receivedDate": "2022-10-12T21:28:17Z", + "subject": "Verint Systems Ltd - Confidential", + "body": "
Morton, Peter (Peter.Morton@verint.com) has sent you a protected message.


\"lock\"





on email encryption.
Microsoft Corporation, One Microsoft Way, Redmond, WA 98052
", + "fromAddress": "Peter.Morton@verint.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "customerservice@wwpsl.onmicrosoft.com", + "attachmentCount": 1, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1006804", + "startTime": "2022-10-14T19:26:10.697Z", + "endTime": "2022-10-14T19:26:11.678Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001400", + "__typename": "Email", + "messageId": "<7gD2nqsICI1J5819QGbYZ71665775570806@em5.verint.training>", + "threadId": null, + "sentDate": "2022-10-14T19:26:10.662Z", + "receivedDate": null, + "subject": "Re: << Ref:1000503 >> Re: this is a real complaint", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



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This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747



\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1006805", + "startTime": "2022-10-14T19:27:43.725Z", + "endTime": "2022-10-14T19:28:39.997Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 55, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001401", + "__typename": "Email", + "messageId": "", + "threadId": "1000503", + "sentDate": "2022-10-14T19:25:55Z", + "receivedDate": "2022-10-14T19:25:55Z", + "subject": "Re: << Ref:1000503 >> Re: this is a real complaint", + "body": "Reply to a reply\n\nOn 2022-08-09 12:10, mscc@demo.verint.com wrote:\n> Member Services Contact Center\n> \n> Please do not reply to this message. This email message was sent from\n> a notification-only address that cannot accept incoming email.\n> \n> To remove yourself from this email list, please go to unsubscribe [1].\n> \n> Our website privacy statement [2].\n> \n> This email is being sent to you as an essential communication from\n> Orbital Health. When accepting the Terms and Conditions, as part of\n> orbital-health.com [3] registration, you agree to receive this type of\n> communication.\n> \n> Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n> \n>> \n> \n>>> ORIGINAL MESSAGE ...\n>>> From: pmorton@bemessaged.com\n>>> To: mscc@demo.verint.com\n>>> Subject: this is a real complaint\n>>> Sent: 01/06/2022 14:01\n>>> \n> \n> \n> Links:\n> ------\n> [1]\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n> [2]\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n> [3] https://wss.demo-staging.verint.com/#\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "No need for response", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1006807", + "startTime": "2022-10-14T19:27:59.384Z", + "endTime": "2022-10-14T19:27:59.735Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 14, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001402", + "__typename": "Email", + "messageId": "", + "threadId": "1000503", + "sentDate": "2022-10-14T19:27:59.369Z", + "receivedDate": null, + "subject": "Re: << Ref:1000503 >> Re: this is a real complaint", + "body": "


Member Services Contact Center

\"Orbital


\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747



\n
\n

>> Original Message ...
\n>> From: pmorton@bemessaged.com
\n>> To: mscc@demo.verint.com
\n>> Subject: Re: << Ref:1000503 >> Re: this is a real complaint
\n>> Sent: 14/10/2022 19:25
\n>>
\n>> Reply to a reply
\n>>
\n>> On 2022-08-09 12:10, mscc@demo.verint.com wrote:
\n>> > Member Services Contact Center
\n>> >
\n>> > Please do not reply to this message. This email message was sent from
\n>> > a notification-only address that cannot accept incoming email.
\n>> >
\n>> > To remove yourself from this email list, please go to unsubscribe [1].
\n>> >
\n>> > Our website privacy statement [2].
\n>> >
\n>> > This email is being sent to you as an essential communication from
\n>> > Orbital Health. When accepting the Terms and Conditions, as part of
\n>> > orbital-health.com [3] registration, you agree to receive this type of
\n>> > communication.
\n>> >
\n>> > Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747
\n>> >
\n>>
\n>> >
\n>>> ORIGINAL MESSAGE ...
\n>>> From: pmorton@bemessaged.com
\n>>> To: mscc@demo.verint.com
\n>>> Subject: this is a real complaint
\n>>> Sent: 01/06/2022 14:01
\n>>>
\n>> >
\n>> >
\n>> > Links:
\n>> > ------
\n>> > [1]
\n>> > https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec
\n>> > [2]
\n>> > https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1
\n>> > [3] https://wss.demo-staging.verint.com/#
\n

\n", + "fromAddress": "mscc@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1006811", + "startTime": "2022-10-14T19:50:01.41Z", + "endTime": "2022-10-14T19:50:01.579Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001404", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-10-14T19:50:01.403Z", + "receivedDate": null, + "subject": "Re: << Ref:1000503 >> Re: this is a real complaint", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747



\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1006812", + "startTime": "2022-10-14T19:50:39.174Z", + "endTime": "2022-10-14T19:51:10.539Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 31, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001405", + "__typename": "Email", + "messageId": "<02d60c53a06b58b9bf3a74965fcf8423@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-10-14T19:49:10Z", + "receivedDate": "2022-10-14T19:49:10Z", + "subject": "Re: << Ref:1000503 >> Re: this is a real complaint", + "body": "Test save for later\n\nOn 2022-10-14 14:27, mscc@demo.verint.com wrote:\n> Member Services Contact Center\n> \n> Please do not reply to this message. This email message was sent from\n> a notification-only address that cannot accept incoming email.\n> \n> To remove yourself from this email list, please go to unsubscribe [1].\n> \n> Our website privacy statement [2].\n> \n> This email is being sent to you as an essential communication from\n> Orbital Health. When accepting the Terms and Conditions, as part of\n> orbital-health.com [3] registration, you agree to receive this type of\n> communication.\n> \n> Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n> \n>> \n> \n>>> ORIGINAL MESSAGE ...\n>>> From: pmorton@bemessaged.com\n>>> To: mscc@demo.verint.com\n>>> Subject: Re: > Re: this is a real complaint\n>>> Sent: 14/10/2022 19:25\n>>> \n>>> Reply to a reply\n>>> \n>>> On 2022-08-09 12:10, mscc@demo.verint.com wrote:\n>>> > Member Services Contact Center\n>>> >\n>>> > Please do not reply to this message. This email message was sent\n> from\n>>> > a notification-only address that cannot accept incoming email.\n>>> >\n>>> > To remove yourself from this email list, please go to unsubscribe\n> [1].\n>>> >\n>>> > Our website privacy statement [2].\n>>> >\n>>> > This email is being sent to you as an essential communication\n> from\n>>> > Orbital Health. When accepting the Terms and Conditions, as part\n> of\n>>> > orbital-health.com [3] registration, you agree to receive this\n> type of\n>>> > communication.\n>>> >\n>>> > Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n>>> >\n>>> \n>>> >\n>>>> ORIGINAL MESSAGE ...\n>>>> From: pmorton@bemessaged.com\n>>>> To: mscc@demo.verint.com\n>>>> Subject: this is a real complaint\n>>>> Sent: 01/06/2022 14:01\n>>>> \n>>> >\n>>> >\n>>> > Links:\n>>> > ------\n>>> > [1]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n>>> > [2]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n>>> > [3] https://wss.demo-staging.verint.com/#\n> \n> \n> Links:\n> ------\n> [1]\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n> [2]\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n> [3] https://wss.demo-staging.verint.com/#\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Restored workitem", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1006818", + "startTime": "2022-10-14T22:26:40.082Z", + "endTime": "2022-10-14T22:38:13.854Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 693, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001405", + "__typename": "Email", + "messageId": "<02d60c53a06b58b9bf3a74965fcf8423@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-10-14T19:49:10Z", + "receivedDate": "2022-10-14T19:49:10Z", + "subject": "Re: << Ref:1000503 >> Re: this is a real complaint", + "body": "Test save for later\n\nOn 2022-10-14 14:27, mscc@demo.verint.com wrote:\n> Member Services Contact Center\n> \n> Please do not reply to this message. This email message was sent from\n> a notification-only address that cannot accept incoming email.\n> \n> To remove yourself from this email list, please go to unsubscribe [1].\n> \n> Our website privacy statement [2].\n> \n> This email is being sent to you as an essential communication from\n> Orbital Health. When accepting the Terms and Conditions, as part of\n> orbital-health.com [3] registration, you agree to receive this type of\n> communication.\n> \n> Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n> \n>> \n> \n>>> ORIGINAL MESSAGE ...\n>>> From: pmorton@bemessaged.com\n>>> To: mscc@demo.verint.com\n>>> Subject: Re: > Re: this is a real complaint\n>>> Sent: 14/10/2022 19:25\n>>> \n>>> Reply to a reply\n>>> \n>>> On 2022-08-09 12:10, mscc@demo.verint.com wrote:\n>>> > Member Services Contact Center\n>>> >\n>>> > Please do not reply to this message. This email message was sent\n> from\n>>> > a notification-only address that cannot accept incoming email.\n>>> >\n>>> > To remove yourself from this email list, please go to unsubscribe\n> [1].\n>>> >\n>>> > Our website privacy statement [2].\n>>> >\n>>> > This email is being sent to you as an essential communication\n> from\n>>> > Orbital Health. When accepting the Terms and Conditions, as part\n> of\n>>> > orbital-health.com [3] registration, you agree to receive this\n> type of\n>>> > communication.\n>>> >\n>>> > Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n>>> >\n>>> \n>>> >\n>>>> ORIGINAL MESSAGE ...\n>>>> From: pmorton@bemessaged.com\n>>>> To: mscc@demo.verint.com\n>>>> Subject: this is a real complaint\n>>>> Sent: 01/06/2022 14:01\n>>>> \n>>> >\n>>> >\n>>> > Links:\n>>> > ------\n>>> > [1]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n>>> > [2]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n>>> > [3] https://wss.demo-staging.verint.com/#\n> \n> \n> Links:\n> ------\n> [1]\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n> [2]\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n> [3] https://wss.demo-staging.verint.com/#\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "No need for response", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1006853", + "startTime": "2022-10-17T18:47:22.049Z", + "endTime": "2022-10-17T18:47:23.62Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001450", + "__typename": "Email", + "messageId": "", + "threadId": "1001850", + "sentDate": "2022-10-17T18:47:21.945Z", + "receivedDate": null, + "subject": "<< Ref:1001850 >> [SLA Alert Email Reference ID: 1000503] MSCC Queue SLA jeapoardy", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Default

SLA Start: Fri Oct 14 19:50:00 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1007175", + "startTime": "2022-10-20T21:22:30.706Z", + "endTime": "2022-10-20T21:42:52.886Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 1216, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001405", + "__typename": "Email", + "messageId": "<02d60c53a06b58b9bf3a74965fcf8423@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-10-14T19:49:10Z", + "receivedDate": "2022-10-14T19:49:10Z", + "subject": "Re: << Ref:1000503 >> Re: this is a real complaint", + "body": "Test save for later\n\nOn 2022-10-14 14:27, mscc@demo.verint.com wrote:\n> Member Services Contact Center\n> \n> Please do not reply to this message. This email message was sent from\n> a notification-only address that cannot accept incoming email.\n> \n> To remove yourself from this email list, please go to unsubscribe [1].\n> \n> Our website privacy statement [2].\n> \n> This email is being sent to you as an essential communication from\n> Orbital Health. When accepting the Terms and Conditions, as part of\n> orbital-health.com [3] registration, you agree to receive this type of\n> communication.\n> \n> Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n> \n>> \n> \n>>> ORIGINAL MESSAGE ...\n>>> From: pmorton@bemessaged.com\n>>> To: mscc@demo.verint.com\n>>> Subject: Re: > Re: this is a real complaint\n>>> Sent: 14/10/2022 19:25\n>>> \n>>> Reply to a reply\n>>> \n>>> On 2022-08-09 12:10, mscc@demo.verint.com wrote:\n>>> > Member Services Contact Center\n>>> >\n>>> > Please do not reply to this message. This email message was sent\n> from\n>>> > a notification-only address that cannot accept incoming email.\n>>> >\n>>> > To remove yourself from this email list, please go to unsubscribe\n> [1].\n>>> >\n>>> > Our website privacy statement [2].\n>>> >\n>>> > This email is being sent to you as an essential communication\n> from\n>>> > Orbital Health. When accepting the Terms and Conditions, as part\n> of\n>>> > orbital-health.com [3] registration, you agree to receive this\n> type of\n>>> > communication.\n>>> >\n>>> > Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n>>> >\n>>> \n>>> >\n>>>> ORIGINAL MESSAGE ...\n>>>> From: pmorton@bemessaged.com\n>>>> To: mscc@demo.verint.com\n>>>> Subject: this is a real complaint\n>>>> Sent: 01/06/2022 14:01\n>>>> \n>>> >\n>>> >\n>>> > Links:\n>>> > ------\n>>> > [1]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n>>> > [2]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n>>> > [3] https://wss.demo-staging.verint.com/#\n> \n> \n> Links:\n> ------\n> [1]\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n> [2]\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n> [3] https://wss.demo-staging.verint.com/#\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", "attachmentCount": 0, "isDuplicate": false }, @@ -9766,41 +14464,1067 @@ export default { { "node": { "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" + "firstName": "Peter", + "lastName": "Morton" } } ] }, "queue": { - "name": "Pharmacy", + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1007237", + "startTime": "2022-10-20T21:25:35.32Z", + "endTime": "2022-10-20T21:25:35.839Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 179, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001406", + "__typename": "Email", + "messageId": "", + "threadId": "1000503", + "sentDate": "2022-10-20T21:25:35.293Z", + "receivedDate": null, + "subject": "Re: << Ref:1000503 >> Re: this is a real complaint", + "body": "


Member Services Contact Center

\"Orbital




Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: Re: << Ref:1000503 >> Re: this is a real complaint
>> Sent: 14/10/2022 19:49
>>
>> Test save for later
>>
>> On 2022-10-14 14:27, mscc@demo.verint.com wrote:
>> > Member Services Contact Center
>> >
>> > Please do not reply to this message. This email message was sent from
>> > a notification-only address that cannot accept incoming email.
>> >
>> > To remove yourself from this email list, please go to unsubscribe [1].
>> >
>> > Our website privacy statement [2].
>> >
>> > This email is being sent to you as an essential communication from
>> > Orbital Health. When accepting the Terms and Conditions, as part of
>> > orbital-health.com [3] registration, you agree to receive this type of
>> > communication.
>> >
>> > Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747
>> >
>>
>> >
>>> ORIGINAL MESSAGE ...
>>> From: pmorton@bemessaged.com
>>> To: mscc@demo.verint.com
>>> Subject: Re: > Re: this is a real complaint
>>> Sent: 14/10/2022 19:25
>>>
>>> Reply to a reply
>>>
>>> On 2022-08-09 12:10, mscc@demo.verint.com wrote:
>>> > Member Services Contact Center
>>> >
>>> > Please do not reply to this message. This email message was sent
>> > from
>>> > a notification-only address that cannot accept incoming email.
>>> >
>>> > To remove yourself from this email list, please go to unsubscribe
>> > [1].
>>> >
>>> > Our website privacy statement [2].
>>> >
>>> > This email is being sent to you as an essential communication
>> > from
>>> > Orbital Health. When accepting the Terms and Conditions, as part
>> > of
>>> > orbital-health.com [3] registration, you agree to receive this
>> > type of
>>> > communication.
>>> >
>>> > Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747
>>> >
>>>
>>> >
>>>> ORIGINAL MESSAGE ...
>>>> From: pmorton@bemessaged.com
>>>> To: mscc@demo.verint.com
>>>> Subject: this is a real complaint
>>>> Sent: 01/06/2022 14:01
>>>>
>>> >
>>> >
>>> > Links:
>>> > ------
>>> > [1]
>>> >
>> > https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec
>>> > [2]
>>> >
>> > https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1
>>> > [3] https://wss.demo-staging.verint.com/#
>> >
>> >
>> > Links:
>> > ------
>> > [1]
>> > https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec
>> > [2]
>> > https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1
>> > [3] https://wss.demo-staging.verint.com/#

", + "fromAddress": "mscc@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": null + } + }, + { + "node": { + "systemId": "1007267", + "startTime": "2022-10-21T14:34:01.667Z", + "endTime": "2022-10-21T14:34:02.151Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 447, + "notes": null, + "interaction": { + "locale": "en-US", + "systemId": "1001301", + "__typename": "Email", + "messageId": "", + "threadId": "1001750", + "sentDate": "2022-10-21T14:34:01.637Z", + "receivedDate": null, + "subject": "<< Ref:1001750 >> Re: I am Checking My Health Chart", + "body": "

Sorry to hear you are having issues with your MyChart.


If you have forgot your password, you may contact our MyChart Patient Support Line at (555) 555-5555 to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online.


P.



>> Original Message ...
>> From: Scott.Dorris@verint.com
>> To: customerservice@wwpsl.onmicrosoft.com
>> Subject: I am Checking My Health Chart
>> Sent: 11/10/2022 18:20
>>
>>

When is my next appointment. I cannot log into my Health Chart

thanks


 

Scott Dorris


Solution Consultant | Solution Sales | Verint Customer Engagement Solutions

Email: Mobile: 1-618-567-4453 Office: 1-618-374-6233





>>
>> This electronic message may contain proprietary and confidential information of Verint Systems Inc., its affiliates and/or subsidiaries. The information is intended to be for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient (or authorized to receive this e-mail for the intended recipient), you may not use, copy, disclose or distribute to anyone this message or any information contained in this message. If you have received this electronic message in error, please notify us by replying to this e-mail.


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This email message was sent from\n> a notification-only address that cannot accept incoming email.\n> \n> To remove yourself from this email list, please go to unsubscribe [1].\n> \n> Our website privacy statement [2].\n> \n> This email is being sent to you as an essential communication from\n> Orbital Health. When accepting the Terms and Conditions, as part of\n> orbital-health.com [3] registration, you agree to receive this type of\n> communication.\n> \n> Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n> \n>> \n> \n>>> ORIGINAL MESSAGE ...\n>>> From: pmorton@bemessaged.com\n>>> To: mscc@demo.verint.com\n>>> Subject: Re: > Re: this is a real complaint\n>>> Sent: 14/10/2022 19:25\n>>> \n>>> Reply to a reply\n>>> \n>>> On 2022-08-09 12:10, mscc@demo.verint.com wrote:\n>>> > Member Services Contact Center\n>>> >\n>>> > Please do not reply to this message. This email message was sent\n> from\n>>> > a notification-only address that cannot accept incoming email.\n>>> >\n>>> > To remove yourself from this email list, please go to unsubscribe\n> [1].\n>>> >\n>>> > Our website privacy statement [2].\n>>> >\n>>> > This email is being sent to you as an essential communication\n> from\n>>> > Orbital Health. When accepting the Terms and Conditions, as part\n> of\n>>> > orbital-health.com [3] registration, you agree to receive this\n> type of\n>>> > communication.\n>>> >\n>>> > Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n>>> >\n>>> \n>>> >\n>>>> ORIGINAL MESSAGE ...\n>>>> From: pmorton@bemessaged.com\n>>>> To: mscc@demo.verint.com\n>>>> Subject: this is a real complaint\n>>>> Sent: 01/06/2022 14:01\n>>>> \n>>> >\n>>> >\n>>> > Links:\n>>> > ------\n>>> > [1]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n>>> > [2]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n>>> > [3] https://wss.demo-staging.verint.com/#\n> \n> \n> Links:\n> ------\n> [1]\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n> [2]\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n> [3] https://wss.demo-staging.verint.com/#\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1007615", + "startTime": "2022-10-21T15:19:29.014Z", + "endTime": "2022-10-21T17:11:57.845Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 3093, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: Re: << Ref:1000503 >> Re: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1001405", + "__typename": "Email", + "messageId": "<02d60c53a06b58b9bf3a74965fcf8423@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-10-14T19:49:10Z", + "receivedDate": "2022-10-14T19:49:10Z", + "subject": "Re: << Ref:1000503 >> Re: this is a real complaint", + "body": "Test save for later\n\nOn 2022-10-14 14:27, mscc@demo.verint.com wrote:\n> Member Services Contact Center\n> \n> Please do not reply to this message. This email message was sent from\n> a notification-only address that cannot accept incoming email.\n> \n> To remove yourself from this email list, please go to unsubscribe [1].\n> \n> Our website privacy statement [2].\n> \n> This email is being sent to you as an essential communication from\n> Orbital Health. When accepting the Terms and Conditions, as part of\n> orbital-health.com [3] registration, you agree to receive this type of\n> communication.\n> \n> Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n> \n>> \n> \n>>> ORIGINAL MESSAGE ...\n>>> From: pmorton@bemessaged.com\n>>> To: mscc@demo.verint.com\n>>> Subject: Re: > Re: this is a real complaint\n>>> Sent: 14/10/2022 19:25\n>>> \n>>> Reply to a reply\n>>> \n>>> On 2022-08-09 12:10, mscc@demo.verint.com wrote:\n>>> > Member Services Contact Center\n>>> >\n>>> > Please do not reply to this message. This email message was sent\n> from\n>>> > a notification-only address that cannot accept incoming email.\n>>> >\n>>> > To remove yourself from this email list, please go to unsubscribe\n> [1].\n>>> >\n>>> > Our website privacy statement [2].\n>>> >\n>>> > This email is being sent to you as an essential communication\n> from\n>>> > Orbital Health. When accepting the Terms and Conditions, as part\n> of\n>>> > orbital-health.com [3] registration, you agree to receive this\n> type of\n>>> > communication.\n>>> >\n>>> > Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n>>> >\n>>> \n>>> >\n>>>> ORIGINAL MESSAGE ...\n>>>> From: pmorton@bemessaged.com\n>>>> To: mscc@demo.verint.com\n>>>> Subject: this is a real complaint\n>>>> Sent: 01/06/2022 14:01\n>>>> \n>>> >\n>>> >\n>>> > Links:\n>>> > ------\n>>> > [1]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n>>> > [2]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n>>> > [3] https://wss.demo-staging.verint.com/#\n> \n> \n> Links:\n> ------\n> [1]\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n> [2]\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n> [3] https://wss.demo-staging.verint.com/#\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Restored workitem", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1007709", + "startTime": "2022-10-21T16:58:09.442Z", + "endTime": "2022-10-21T17:12:08.907Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 228, + "notes": null, + "interaction": { + "locale": "en-US", + "systemId": "1001551", + "__typename": "Email", + "messageId": "", + "threadId": "1001900", + "sentDate": "2022-10-21T16:22:06Z", + "receivedDate": "2022-10-21T16:22:16Z", + "subject": "My Chart Issue", + "body": "

I am having trouble logging on to MYChart

 

 

Scott Dorris

Solution Consultant | Solution Sales | Verint Customer Engagement Solutions

Email: Mobile: 1-618-567-4453 Office: 1-618-374-6233

Upcoming Out of Office, Nov 9 – 11.

 

 



This electronic message may contain proprietary and confidential information of Verint Systems Inc., its affiliates and/or subsidiaries. The information is intended to be for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient (or authorized to receive this e-mail for the intended recipient), you may not use, copy, disclose or distribute to anyone this message or any information contained in this message. If you have received this electronic message in error, please notify us by replying to this e-mail. ", + "fromAddress": "Scott.Dorris@verint.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "customerservice@wwpsl.onmicrosoft.com", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Restored workitem", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", "orgScope": "organisat" } } }, { "node": { - "systemId": "1006149", - "startTime": "2023-04-20T16:32:20.159Z", - "endTime": "2023-04-20T16:33:09.682Z", + "systemId": "1007801", + "startTime": "2022-10-21T16:28:57.849Z", + "endTime": "2022-10-21T16:30:30.853Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 49, + "activeDuration": 93, "notes": null, "interaction": { - "locale": "en-GB", - "systemId": "1000252", + "locale": null, + "systemId": "1000601", + "__typename": "Email", + "messageId": "<1cc2d67d19347b58f72d354d31952412@bemessaged.com>", + "threadId": "1001051", + "sentDate": "2022-08-04T14:05:15Z", + "receivedDate": "2022-08-04T14:05:15Z", + "subject": "I have question about benefits", + "body": "what is my EOB?\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Restored workitem", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1007831", + "startTime": "2022-10-21T16:31:18.08Z", + "endTime": "2022-10-21T17:12:17.58Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 211, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000601", + "__typename": "Email", + "messageId": "<1cc2d67d19347b58f72d354d31952412@bemessaged.com>", + "threadId": "1001051", + "sentDate": "2022-08-04T14:05:15Z", + "receivedDate": "2022-08-04T14:05:15Z", + "subject": "I have question about benefits", + "body": "what is my EOB?\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Restored workitem", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1007852", + "startTime": "2022-10-21T16:33:28.731Z", + "endTime": "2022-10-21T16:33:29.06Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 130, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001100", + "__typename": "Email", + "messageId": "<6PZvOezBPZ2QnQ56P1ZB0A1666370008809@em5.verint.training>", + "threadId": "1001051", + "sentDate": "2022-10-21T16:33:28.707Z", + "receivedDate": null, + "subject": "<< Ref:1001051 >> Re: I have question about benefits", + "body": "

What is an explanation of benefits?


An explanation of benefits (EOB) is the insurance company’s written explanation regarding a claim, showing what they paid and what the patient must pay. The document is sometimes accompanied by a benefits check, but it’s more typical for the insurer to send payment directly to the medical provider.

The EOB is not a bill, although it will explain any charges that the patient still owes or may have already paid (in the form of a copay at the time the medical care was received, for example). If the patient owes additional money after the insurance company has paid its portion, the medical provider will send a separate bill, which should match the patient’s portion listed on the EOB.


Member Services Contact Center

\"Orbital




Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: I have question about benefits
>> Sent: 08/04/2022 09:05
>>
>> what is my EOB?

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This email message was sent from\n> a notification-only address that cannot accept incoming email.\n> \n> To remove yourself from this email list, please go to unsubscribe [1].\n> \n> Our website privacy statement [2].\n> \n> This email is being sent to you as an essential communication from\n> Orbital Health. When accepting the Terms and Conditions, as part of\n> orbital-health.com [3] registration, you agree to receive this type of\n> communication.\n> \n> Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n> \n>> \n> \n>>> ORIGINAL MESSAGE ...\n>>> From: pmorton@bemessaged.com\n>>> To: mscc@demo.verint.com\n>>> Subject: Re: > Re: this is a real complaint\n>>> Sent: 14/10/2022 19:25\n>>> \n>>> Reply to a reply\n>>> \n>>> On 2022-08-09 12:10, mscc@demo.verint.com wrote:\n>>> > Member Services Contact Center\n>>> >\n>>> > Please do not reply to this message. This email message was sent\n> from\n>>> > a notification-only address that cannot accept incoming email.\n>>> >\n>>> > To remove yourself from this email list, please go to unsubscribe\n> [1].\n>>> >\n>>> > Our website privacy statement [2].\n>>> >\n>>> > This email is being sent to you as an essential communication\n> from\n>>> > Orbital Health. When accepting the Terms and Conditions, as part\n> of\n>>> > orbital-health.com [3] registration, you agree to receive this\n> type of\n>>> > communication.\n>>> >\n>>> > Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n>>> >\n>>> \n>>> >\n>>>> ORIGINAL MESSAGE ...\n>>>> From: pmorton@bemessaged.com\n>>>> To: mscc@demo.verint.com\n>>>> Subject: this is a real complaint\n>>>> Sent: 01/06/2022 14:01\n>>>> \n>>> >\n>>> >\n>>> > Links:\n>>> > ------\n>>> > [1]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n>>> > [2]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n>>> > [3] https://wss.demo-staging.verint.com/#\n> \n> \n> Links:\n> ------\n> [1]\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n> [2]\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n> [3] https://wss.demo-staging.verint.com/#\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1007982", + "startTime": "2022-10-21T20:03:17.643Z", + "endTime": "2022-10-21T20:03:17.755Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001554", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-10-21T20:03:17.636Z", + "receivedDate": null, + "subject": "<< Ref:1001901 >> IRL Example for Membership Administration ", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747



\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1007984", + "startTime": "2022-10-21T20:05:16.731Z", + "endTime": "2022-10-21T20:05:16.805Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001557", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-10-21T20:05:16.724Z", + "receivedDate": null, + "subject": "<< Ref:1001901 >> Re: IRL Example for Membership Administration", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747



\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1007986", + "startTime": "2022-10-21T20:06:16.669Z", + "endTime": "2022-10-21T20:06:16.734Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001560", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-10-21T20:06:16.661Z", + "receivedDate": null, + "subject": "<< Ref:1001902 >> New Physician", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

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Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747



\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1007989", + "startTime": "2022-10-21T20:07:16.673Z", + "endTime": "2022-10-21T20:07:16.743Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001563", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-10-21T20:07:16.665Z", + "receivedDate": null, + "subject": "<< Ref:1001903 >> Re: IRL Example for Membership Administration", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747



\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1007990", + "startTime": "2022-10-21T21:29:18.082Z", + "endTime": "2022-10-21T22:30:28.117Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 3620, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001564", + "__typename": "Email", + "messageId": "<5D1D1545-1545-41B5-8401-13C71FFBD85C@gmail.com>", + "threadId": "1001903", + "sentDate": "2022-10-21T20:06:32Z", + "receivedDate": "2022-10-21T20:07:16Z", + "subject": "Re: IRL Example for Membership Administration", + "body": "2nd Reply All\n\nSent from my iPhone\n\n> On Oct 21, 2022, at 1:04 PM, S S <shayarama@hotmail.com> wrote:\n> \n> 1st Reply All\n> \n> Sent from my iPhone\n> \n>> On Oct 21, 2022, at 1:03 PM, Shay <shay.summers@gmail.com> wrote:\n>> \n>> Original Message Here…\n>> \n>> Sent from my iPhone\n", + "fromAddress": "shay.summers@gmail.com", + "ccAddresses": [ + "customerservice@wwpsl.onmicrosoft.com", + "shay.summers@kp.org" + ], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "customerservice@wwpsl.onmicrosoft.com", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1007991", + "startTime": "2022-10-21T20:13:16.949Z", + "endTime": "2022-10-21T20:13:17.036Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001566", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-10-21T20:13:16.942Z", + "receivedDate": null, + "subject": "<< Ref:1001904 >> IRL Example for Membership Administration", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747



\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1007992", + "startTime": "2022-10-21T21:04:56.091Z", + "endTime": "2022-10-21T21:28:57.08Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 1363, + "notes": null, + "interaction": { + "locale": "en-US", + "systemId": "1001567", + "__typename": "Email", + "messageId": "", + "threadId": "1001904", + "sentDate": "2022-10-21T20:12:41Z", + "receivedDate": "2022-10-21T20:13:16Z", + "subject": "IRL Example for Membership Administration", + "body": "

 

--------
Shay Summers
Business Consultant / Analyst Lead

\"Inline

Kaiser Permanente

HPPSA Program Management and Support Services (HPMSS)

Work Cell: (858) 228-0172

 

----------

For assistance, please open an  

Request services  and report issues 

Upcoming PTO:

Holiday:

 

NOTICE TO RECIPIENT:  If you are not the intended recipient of this e-mail, you are prohibited from sharing, copying, or otherwise using or disclosing its contents.  If you have received this e-mail in error, please notify the sender immediately by reply e-mail and permanently delete this e-mail and any attachments without reading, forwarding or saving them. v.173.295  Thank you.

", + "fromAddress": "Shay.Summers@kp.org", + "ccAddresses": [ + "shayarama@hotmail.com", + "Shay.Summers@kp.org" + ], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "customerservice@wwpsl.onmicrosoft.com", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Restored workitem", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1007994", + "startTime": "2022-10-21T20:15:16.979Z", + "endTime": "2022-10-21T20:15:17.058Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001569", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-10-21T20:15:16.971Z", + "receivedDate": null, + "subject": "<< Ref:1001903 >> RE: IRL Example for Membership Administration", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747



\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1007995", + "startTime": "2022-10-21T21:29:13.221Z", + "endTime": "2022-10-21T22:30:27.954Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 3620, + "notes": null, + "interaction": { + "locale": "en-US", + "systemId": "1001570", + "__typename": "Email", + "messageId": "", + "threadId": "1001903", + "sentDate": "2022-10-21T20:14:51Z", + "receivedDate": "2022-10-21T20:15:16Z", + "subject": "RE: IRL Example for Membership Administration", + "body": "3rd Auto-Reply Here\n\n--------\nShay Summers\nBusiness Consultant / Analyst Lead\n\n\nKaiser Permanente\nHPPSA Program Management and Support Services (HPMSS)\n8954 Rio San Diego Dr\nSan Diego, CA 92108\nWork Cell: (858) 228-0172\n\n----------\nkp.org/thrive\nFor assistance, please open an Intake\nRequest services here and report issues here\nUpcoming PTO:\nHoliday:\n\n-----Original Message-----\nFrom: Shay <shay.summers@gmail.com>\nSent: Friday, October 21, 2022 1:06 PM\nTo: S S <shayarama@hotmail.com>\nCc: customerservice@wwpsl.onmicrosoft.com; Shay K Summers <Shay.Summers@kp.org>\nSubject: Re: IRL Example for Membership Administration\n\nCaution: This email came from outside Kaiser Permanente. Do not open attachments or click on links if you do not recognize the sender.\n\n______________________________________________________________________\n2nd Reply All\n\nSent from my iPhone\n\n> On Oct 21, 2022, at 1:04 PM, S S <shayarama@hotmail.com> wrote:\n>\n> 1st Reply All\n>\n> Sent from my iPhone\n>\n>> On Oct 21, 2022, at 1:03 PM, Shay <shay.summers@gmail.com> wrote:\n>>\n>> Original Message Here…\n>>\n>> Sent from my iPhone\nNOTICE TO RECIPIENT: If you are not the intended recipient of this e-mail, you are prohibited from sharing, copying, or otherwise using or disclosing its contents. If you have received this e-mail in error, please notify the sender immediately by reply e-mail and permanently delete this e-mail and any attachments without reading, forwarding or saving them. v.173.295 Thank you.\n", + "fromAddress": "Shay.Summers@kp.org", + "ccAddresses": [ + "customerservice@wwpsl.onmicrosoft.com" + ], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "customerservice@wwpsl.onmicrosoft.com", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1007997", + "startTime": "2022-10-21T20:28:38.553Z", + "endTime": "2022-10-21T20:42:30.023Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 829, + "notes": null, + "interaction": { + "locale": "en-US", + "systemId": "1001551", + "__typename": "Email", + "messageId": "", + "threadId": "1001900", + "sentDate": "2022-10-21T16:22:06Z", + "receivedDate": "2022-10-21T16:22:16Z", + "subject": "My Chart Issue", + "body": "

I am having trouble logging on to MYChart

 

 

Scott Dorris

Solution Consultant | Solution Sales | Verint Customer Engagement Solutions

Email: Mobile: 1-618-567-4453 Office: 1-618-374-6233

Upcoming Out of Office, Nov 9 – 11.

 

 



This electronic message may contain proprietary and confidential information of Verint Systems Inc., its affiliates and/or subsidiaries. The information is intended to be for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient (or authorized to receive this e-mail for the intended recipient), you may not use, copy, disclose or distribute to anyone this message or any information contained in this message. If you have received this electronic message in error, please notify us by replying to this e-mail. ", + "fromAddress": "Scott.Dorris@verint.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "customerservice@wwpsl.onmicrosoft.com", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 3, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "Escalated to Manager", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "The issue was resolved", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1007998", + "startTime": "2022-10-21T20:31:41.63Z", + "endTime": "2022-10-21T20:31:41.8Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 183, + "notes": null, + "interaction": { + "locale": "en-US", + "systemId": "1001552", + "__typename": "Email", + "messageId": "", + "threadId": "1001900", + "sentDate": "2022-10-21T20:31:41.615Z", + "receivedDate": null, + "subject": "<< Ref:1001900 >> Re: My Chart Issue", + "body": "

Sorry to hear about that have you tried this website


https://healthy.kaiserpermanente.org/openie/Authentication/Login?mode=stdfile&option=faq#AE_pass


Thanks,


Thanks for getting in touch.

Regards,

MSCC





>> Original Message ...
>> From: Scott.Dorris@verint.com
>> To: customerservice@wwpsl.onmicrosoft.com
>> Subject: My Chart Issue
>> Sent: 21/10/2022 16:22
>>
>>

I am having trouble logging on to MYChart


 

Scott Dorris


Solution Consultant | Solution Sales | Verint Customer Engagement Solutions

Email: Mobile: 1-618-567-4453 Office: 1-618-374-6233

Upcoming Out of Office, Nov 9 – 11.




>>
>> This electronic message may contain proprietary and confidential information of Verint Systems Inc., its affiliates and/or subsidiaries. The information is intended to be for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient (or authorized to receive this e-mail for the intended recipient), you may not use, copy, disclose or distribute to anyone this message or any information contained in this message. If you have received this electronic message in error, please notify us by replying to this e-mail.


", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "An email was sent to the relevant parties", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1008003", + "startTime": "2022-10-21T20:43:03.186Z", + "endTime": "2022-12-12T18:21:18.695Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 96, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000308", "__typename": "ConversationFragment", - "conversationId": "498c9930-b2a6-3721-8177-700955d31cbb", + "conversationId": "a342d46e-b0c9-36d0-a528-e091af432e9d", + "subChannel": "LIVECHAT", "entryPoint": "VerintChat", "messages": { - "totalCount": 26, + "totalCount": 22, "edges": [ { "node": { @@ -9808,8 +15532,8 @@ export default { "sender": { "name": "Peter Morton" }, - "sentTime": "2023-04-20T16:30:50.207Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", + "sentTime": "2022-07-26T19:48:59.873Z", + "text": "I would like to discuss my account", "type": "STANDARD_MESSAGE" } }, @@ -9819,19 +15543,298 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-04-20T16:30:50.208Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" + "sentTime": "2022-07-26T19:49:14.294Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" } }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-07-26T19:49:56.261Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T15:42:45.502Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T15:42:55.467Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:36.067Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:41.884Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:43.701Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:55.272Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-27T20:55:00.447Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-27T20:59:05.57Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-28T16:40:26.971Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-10-21T20:43:03.165Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-10-21T20:43:14.939Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-11-01T20:37:01.15Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:17:29.356Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:17:47.184Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:37:39.03Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:39:17.174Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:17:52.83Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:21:18Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:21:18Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1008004", + "startTime": "2022-10-21T20:43:10.115Z", + "endTime": "2022-12-08T17:39:31.449Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 28, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000309", + "__typename": "ConversationFragment", + "conversationId": "77ce7b80-e0bc-3f0b-91e5-d7012038cdad", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 15, + "edges": [ { "node": { "attachment": null, "sender": { "name": "Peter Morton" }, - "sentTime": "2023-04-20T16:31:01.012Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", + "sentTime": "2022-07-26T19:51:26.189Z", + "text": "I would like to discuss my account", "type": "STANDARD_MESSAGE" } }, @@ -9841,19 +15844,1214 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-04-20T16:31:01.013Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" + "sentTime": "2022-07-26T19:51:39.889Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" } }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-07-26T19:55:53.182Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T15:42:57.681Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-16T15:43:12.628Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:45.807Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-19T16:08:53.255Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-09-28T16:40:36.83Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-10-21T20:43:10.1Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-10-21T20:43:13.527Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:17:48.037Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T16:17:52.05Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:39:15.877Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:39:31Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:39:31Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1008005", + "startTime": "2022-10-21T20:43:18.991Z", + "endTime": "2022-10-21T20:48:47.569Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 328, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: Re: << Ref:1000503 >> Re: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1001405", + "__typename": "Email", + "messageId": "<02d60c53a06b58b9bf3a74965fcf8423@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-10-14T19:49:10Z", + "receivedDate": "2022-10-14T19:49:10Z", + "subject": "Re: << Ref:1000503 >> Re: this is a real complaint", + "body": "Test save for later\n\nOn 2022-10-14 14:27, mscc@demo.verint.com wrote:\n> Member Services Contact Center\n> \n> Please do not reply to this message. This email message was sent from\n> a notification-only address that cannot accept incoming email.\n> \n> To remove yourself from this email list, please go to unsubscribe [1].\n> \n> Our website privacy statement [2].\n> \n> This email is being sent to you as an essential communication from\n> Orbital Health. When accepting the Terms and Conditions, as part of\n> orbital-health.com [3] registration, you agree to receive this type of\n> communication.\n> \n> Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n> \n>> \n> \n>>> ORIGINAL MESSAGE ...\n>>> From: pmorton@bemessaged.com\n>>> To: mscc@demo.verint.com\n>>> Subject: Re: > Re: this is a real complaint\n>>> Sent: 14/10/2022 19:25\n>>> \n>>> Reply to a reply\n>>> \n>>> On 2022-08-09 12:10, mscc@demo.verint.com wrote:\n>>> > Member Services Contact Center\n>>> >\n>>> > Please do not reply to this message. This email message was sent\n> from\n>>> > a notification-only address that cannot accept incoming email.\n>>> >\n>>> > To remove yourself from this email list, please go to unsubscribe\n> [1].\n>>> >\n>>> > Our website privacy statement [2].\n>>> >\n>>> > This email is being sent to you as an essential communication\n> from\n>>> > Orbital Health. When accepting the Terms and Conditions, as part\n> of\n>>> > orbital-health.com [3] registration, you agree to receive this\n> type of\n>>> > communication.\n>>> >\n>>> > Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n>>> >\n>>> \n>>> >\n>>>> ORIGINAL MESSAGE ...\n>>>> From: pmorton@bemessaged.com\n>>>> To: mscc@demo.verint.com\n>>>> Subject: this is a real complaint\n>>>> Sent: 01/06/2022 14:01\n>>>> \n>>> >\n>>> >\n>>> > Links:\n>>> > ------\n>>> > [1]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n>>> > [2]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n>>> > [3] https://wss.demo-staging.verint.com/#\n> \n> \n> Links:\n> ------\n> [1]\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n> [2]\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n> [3] https://wss.demo-staging.verint.com/#\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Restored workitem", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1008021", + "startTime": "2022-10-21T20:49:02.088Z", + "endTime": "2022-10-21T21:04:18.163Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 916, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000601", + "__typename": "Email", + "messageId": "<1cc2d67d19347b58f72d354d31952412@bemessaged.com>", + "threadId": "1001051", + "sentDate": "2022-08-04T14:05:15Z", + "receivedDate": "2022-08-04T14:05:15Z", + "subject": "I have question about benefits", + "body": "what is my EOB?\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Restored workitem", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1008063", + "startTime": "2022-10-21T21:04:10.308Z", + "endTime": "2022-10-21T21:04:10.641Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 908, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001553", + "__typename": "Email", + "messageId": "", + "threadId": "1001051", + "sentDate": "2022-10-21T21:04:10.293Z", + "receivedDate": null, + "subject": "<< Ref:1001051 >> Re: I have question about benefits", + "body": "

What is an explanation of benefits?


Understanding your Explanation of Benefits (EOB)




An explanation of benefits (EOB) is the insurance company’s written explanation regarding a claim, showing what they paid and what the patient must pay. The document is sometimes accompanied by a benefits check, but it’s more typical for the insurer to send payment directly to the medical provider.

The EOB is not a bill, although it will explain any charges that the patient still owes or may have already paid (in the form of a copay at the time the medical care was received, for example). If the patient owes additional money after the insurance company has paid its portion, the medical provider will send a separate bill, which should match the patient’s portion listed on the EOB.




Member Services Contact Center

\"Orbital




Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747




>> Original Message ...
>> From: pmorton@bemessaged.com
>> To: mscc@demo.verint.com
>> Subject: I have question about benefits
>> Sent: 08/04/2022 09:05
>>
>> what is my EOB?

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Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Default

SLA Start: Fri Oct 21 20:06:16 GMT 2022

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Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Default

SLA Start: Fri Oct 21 20:05:16 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1008105", + "startTime": "2022-10-24T21:34:36.101Z", + "endTime": "2022-10-24T21:34:37.687Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001605", + "__typename": "Email", + "messageId": "<8mFPqL25Gf4m8OM9JKUYR91666647277142@em5.verint.training>", + "threadId": "1001951", + "sentDate": "2022-10-24T21:34:35.978Z", + "receivedDate": null, + "subject": "<< Ref:1001951 >> [SLA Alert Email Reference ID: 1001901] MSCC Queue SLA jeapoardy", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Default

SLA Start: Fri Oct 21 20:03:16 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1008106", + "startTime": "2022-10-24T21:34:36.565Z", + "endTime": "2022-10-24T21:34:37.687Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001602", + "__typename": "Email", + "messageId": "", + "threadId": "1001950", + "sentDate": "2022-10-24T21:34:36.522Z", + "receivedDate": null, + "subject": "<< Ref:1001950 >> [SLA Alert Email Reference ID: 1001903] MSCC Queue SLA jeapoardy", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Default

SLA Start: Fri Oct 21 20:07:16 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1008107", + "startTime": "2022-10-24T21:34:36.572Z", + "endTime": "2022-10-24T21:34:37.687Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001604", + "__typename": "Email", + "messageId": "", + "threadId": "1001954", + "sentDate": "2022-10-24T21:34:36.533Z", + "receivedDate": null, + "subject": "<< Ref:1001954 >> [SLA Alert Email Reference ID: 1001903] MSCC Queue SLA jeapoardy", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Default

SLA Start: Fri Oct 21 20:15:16 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1008108", + "startTime": "2022-10-24T21:34:36.558Z", + "endTime": "2022-10-24T21:34:37.686Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001603", + "__typename": "Email", + "messageId": "", + "threadId": "1001955", + "sentDate": "2022-10-24T21:34:36.52Z", + "receivedDate": null, + "subject": "<< Ref:1001955 >> [SLA Alert Email Reference ID: 1001904] MSCC Queue SLA jeapoardy", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Default

SLA Start: Fri Oct 21 20:13:16 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1008112", + "startTime": "2022-10-24T21:36:35.109Z", + "endTime": "2022-10-24T22:38:07.436Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 3633, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: Re: << Ref:1000503 >> Re: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1001405", + "__typename": "Email", + "messageId": "<02d60c53a06b58b9bf3a74965fcf8423@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-10-14T19:49:10Z", + "receivedDate": "2022-10-14T19:49:10Z", + "subject": "Re: << Ref:1000503 >> Re: this is a real complaint", + "body": "Test save for later\n\nOn 2022-10-14 14:27, mscc@demo.verint.com wrote:\n> Member Services Contact Center\n> \n> Please do not reply to this message. This email message was sent from\n> a notification-only address that cannot accept incoming email.\n> \n> To remove yourself from this email list, please go to unsubscribe [1].\n> \n> Our website privacy statement [2].\n> \n> This email is being sent to you as an essential communication from\n> Orbital Health. When accepting the Terms and Conditions, as part of\n> orbital-health.com [3] registration, you agree to receive this type of\n> communication.\n> \n> Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n> \n>> \n> \n>>> ORIGINAL MESSAGE ...\n>>> From: pmorton@bemessaged.com\n>>> To: mscc@demo.verint.com\n>>> Subject: Re: > Re: this is a real complaint\n>>> Sent: 14/10/2022 19:25\n>>> \n>>> Reply to a reply\n>>> \n>>> On 2022-08-09 12:10, mscc@demo.verint.com wrote:\n>>> > Member Services Contact Center\n>>> >\n>>> > Please do not reply to this message. This email message was sent\n> from\n>>> > a notification-only address that cannot accept incoming email.\n>>> >\n>>> > To remove yourself from this email list, please go to unsubscribe\n> [1].\n>>> >\n>>> > Our website privacy statement [2].\n>>> >\n>>> > This email is being sent to you as an essential communication\n> from\n>>> > Orbital Health. When accepting the Terms and Conditions, as part\n> of\n>>> > orbital-health.com [3] registration, you agree to receive this\n> type of\n>>> > communication.\n>>> >\n>>> > Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n>>> >\n>>> \n>>> >\n>>>> ORIGINAL MESSAGE ...\n>>>> From: pmorton@bemessaged.com\n>>>> To: mscc@demo.verint.com\n>>>> Subject: this is a real complaint\n>>>> Sent: 01/06/2022 14:01\n>>>> \n>>> >\n>>> >\n>>> > Links:\n>>> > ------\n>>> > [1]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n>>> > [2]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n>>> > [3] https://wss.demo-staging.verint.com/#\n> \n> \n> Links:\n> ------\n> [1]\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n> [2]\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n> [3] https://wss.demo-staging.verint.com/#\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1008411", + "startTime": "2022-11-03T16:35:31.92Z", + "endTime": "2022-11-03T16:40:08.667Z", + "direction": "INBOUND", + "handledBy": { + "username": "pmorton", + "firstName": "Peter", + "lastName": "Morton", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 274, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: Re: << Ref:1000503 >> Re: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1001405", + "__typename": "Email", + "messageId": "<02d60c53a06b58b9bf3a74965fcf8423@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-10-14T19:49:10Z", + "receivedDate": "2022-10-14T19:49:10Z", + "subject": "Re: << Ref:1000503 >> Re: this is a real complaint", + "body": "Test save for later\n\nOn 2022-10-14 14:27, mscc@demo.verint.com wrote:\n> Member Services Contact Center\n> \n> Please do not reply to this message. This email message was sent from\n> a notification-only address that cannot accept incoming email.\n> \n> To remove yourself from this email list, please go to unsubscribe [1].\n> \n> Our website privacy statement [2].\n> \n> This email is being sent to you as an essential communication from\n> Orbital Health. When accepting the Terms and Conditions, as part of\n> orbital-health.com [3] registration, you agree to receive this type of\n> communication.\n> \n> Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n> \n>> \n> \n>>> ORIGINAL MESSAGE ...\n>>> From: pmorton@bemessaged.com\n>>> To: mscc@demo.verint.com\n>>> Subject: Re: > Re: this is a real complaint\n>>> Sent: 14/10/2022 19:25\n>>> \n>>> Reply to a reply\n>>> \n>>> On 2022-08-09 12:10, mscc@demo.verint.com wrote:\n>>> > Member Services Contact Center\n>>> >\n>>> > Please do not reply to this message. This email message was sent\n> from\n>>> > a notification-only address that cannot accept incoming email.\n>>> >\n>>> > To remove yourself from this email list, please go to unsubscribe\n> [1].\n>>> >\n>>> > Our website privacy statement [2].\n>>> >\n>>> > This email is being sent to you as an essential communication\n> from\n>>> > Orbital Health. When accepting the Terms and Conditions, as part\n> of\n>>> > orbital-health.com [3] registration, you agree to receive this\n> type of\n>>> > communication.\n>>> >\n>>> > Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n>>> >\n>>> \n>>> >\n>>>> ORIGINAL MESSAGE ...\n>>>> From: pmorton@bemessaged.com\n>>>> To: mscc@demo.verint.com\n>>>> Subject: this is a real complaint\n>>>> Sent: 01/06/2022 14:01\n>>>> \n>>> >\n>>> >\n>>> > Links:\n>>> > ------\n>>> > [1]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n>>> > [2]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n>>> > [3] https://wss.demo-staging.verint.com/#\n> \n> \n> Links:\n> ------\n> [1]\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n> [2]\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n> [3] https://wss.demo-staging.verint.com/#\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Contacted party did not answer", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1008417", + "startTime": "2022-11-03T16:58:41.132Z", + "endTime": "2022-11-03T18:44:50.199Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 6348, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: Re: << Ref:1000503 >> Re: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1001405", + "__typename": "Email", + "messageId": "<02d60c53a06b58b9bf3a74965fcf8423@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-10-14T19:49:10Z", + "receivedDate": "2022-10-14T19:49:10Z", + "subject": "Re: << Ref:1000503 >> Re: this is a real complaint", + "body": "Test save for later\n\nOn 2022-10-14 14:27, mscc@demo.verint.com wrote:\n> Member Services Contact Center\n> \n> Please do not reply to this message. This email message was sent from\n> a notification-only address that cannot accept incoming email.\n> \n> To remove yourself from this email list, please go to unsubscribe [1].\n> \n> Our website privacy statement [2].\n> \n> This email is being sent to you as an essential communication from\n> Orbital Health. When accepting the Terms and Conditions, as part of\n> orbital-health.com [3] registration, you agree to receive this type of\n> communication.\n> \n> Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n> \n>> \n> \n>>> ORIGINAL MESSAGE ...\n>>> From: pmorton@bemessaged.com\n>>> To: mscc@demo.verint.com\n>>> Subject: Re: > Re: this is a real complaint\n>>> Sent: 14/10/2022 19:25\n>>> \n>>> Reply to a reply\n>>> \n>>> On 2022-08-09 12:10, mscc@demo.verint.com wrote:\n>>> > Member Services Contact Center\n>>> >\n>>> > Please do not reply to this message. This email message was sent\n> from\n>>> > a notification-only address that cannot accept incoming email.\n>>> >\n>>> > To remove yourself from this email list, please go to unsubscribe\n> [1].\n>>> >\n>>> > Our website privacy statement [2].\n>>> >\n>>> > This email is being sent to you as an essential communication\n> from\n>>> > Orbital Health. When accepting the Terms and Conditions, as part\n> of\n>>> > orbital-health.com [3] registration, you agree to receive this\n> type of\n>>> > communication.\n>>> >\n>>> > Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n>>> >\n>>> \n>>> >\n>>>> ORIGINAL MESSAGE ...\n>>>> From: pmorton@bemessaged.com\n>>>> To: mscc@demo.verint.com\n>>>> Subject: this is a real complaint\n>>>> Sent: 01/06/2022 14:01\n>>>> \n>>> >\n>>> >\n>>> > Links:\n>>> > ------\n>>> > [1]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n>>> > [2]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n>>> > [3] https://wss.demo-staging.verint.com/#\n> \n> \n> Links:\n> ------\n> [1]\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n> [2]\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n> [3] https://wss.demo-staging.verint.com/#\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1008418", + "startTime": "2022-11-03T16:59:01.923Z", + "endTime": "2022-11-03T18:44:50.488Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 6348, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000601", + "__typename": "Email", + "messageId": "<1cc2d67d19347b58f72d354d31952412@bemessaged.com>", + "threadId": "1001051", + "sentDate": "2022-08-04T14:05:15Z", + "receivedDate": "2022-08-04T14:05:15Z", + "subject": "I have question about benefits", + "body": "what is my EOB?\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1008455", + "startTime": "2022-11-16T20:31:39.322Z", + "endTime": "2022-11-16T23:50:50.87Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 5317, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Complaint received from Peter with subject: Re: << Ref:1000503 >> Re: this is a real complaint" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1001405", + "__typename": "Email", + "messageId": "<02d60c53a06b58b9bf3a74965fcf8423@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-10-14T19:49:10Z", + "receivedDate": "2022-10-14T19:49:10Z", + "subject": "Re: << Ref:1000503 >> Re: this is a real complaint", + "body": "Test save for later\n\nOn 2022-10-14 14:27, mscc@demo.verint.com wrote:\n> Member Services Contact Center\n> \n> Please do not reply to this message. This email message was sent from\n> a notification-only address that cannot accept incoming email.\n> \n> To remove yourself from this email list, please go to unsubscribe [1].\n> \n> Our website privacy statement [2].\n> \n> This email is being sent to you as an essential communication from\n> Orbital Health. When accepting the Terms and Conditions, as part of\n> orbital-health.com [3] registration, you agree to receive this type of\n> communication.\n> \n> Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n> \n>> \n> \n>>> ORIGINAL MESSAGE ...\n>>> From: pmorton@bemessaged.com\n>>> To: mscc@demo.verint.com\n>>> Subject: Re: > Re: this is a real complaint\n>>> Sent: 14/10/2022 19:25\n>>> \n>>> Reply to a reply\n>>> \n>>> On 2022-08-09 12:10, mscc@demo.verint.com wrote:\n>>> > Member Services Contact Center\n>>> >\n>>> > Please do not reply to this message. This email message was sent\n> from\n>>> > a notification-only address that cannot accept incoming email.\n>>> >\n>>> > To remove yourself from this email list, please go to unsubscribe\n> [1].\n>>> >\n>>> > Our website privacy statement [2].\n>>> >\n>>> > This email is being sent to you as an essential communication\n> from\n>>> > Orbital Health. When accepting the Terms and Conditions, as part\n> of\n>>> > orbital-health.com [3] registration, you agree to receive this\n> type of\n>>> > communication.\n>>> >\n>>> > Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n>>> >\n>>> \n>>> >\n>>>> ORIGINAL MESSAGE ...\n>>>> From: pmorton@bemessaged.com\n>>>> To: mscc@demo.verint.com\n>>>> Subject: this is a real complaint\n>>>> Sent: 01/06/2022 14:01\n>>>> \n>>> >\n>>> >\n>>> > Links:\n>>> > ------\n>>> > [1]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n>>> > [2]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n>>> > [3] https://wss.demo-staging.verint.com/#\n> \n> \n> Links:\n> ------\n> [1]\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n> [2]\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n> [3] https://wss.demo-staging.verint.com/#\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1008456", + "startTime": "2022-11-16T22:21:05.31Z", + "endTime": "2022-11-16T22:21:05.84Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001650", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-11-16T22:21:05.284Z", + "receivedDate": null, + "subject": "<< Ref:1002000 >> Update on prior authorization", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747



\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1008458", + "startTime": "2022-11-16T22:22:01.252Z", + "endTime": "2022-11-16T22:22:01.416Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001653", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-11-16T22:22:01.244Z", + "receivedDate": null, + "subject": "<< Ref:1002001 >> Follow up on prior authorization", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

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Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747



\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1008460", + "startTime": "2022-11-16T22:22:02.471Z", + "endTime": "2022-11-16T22:22:02.652Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001656", + "__typename": "Email", + "messageId": "", + "threadId": null, + "sentDate": "2022-11-16T22:22:02.463Z", + "receivedDate": null, + "subject": "<< Ref:1002001 >> Re: Follow up on prior authorization", + "body": "

Thank you for contacting the Member Services Contact Center.


We endevour to respond to your messging in the next 8 hours.


Thanks,

\n



\n



Please do not reply to this message. This email message was sent from a notification-only address that cannot accept incoming email.

To remove yourself from this email list, please go to unsubscribe.

Our website privacy statement.

This email is being sent to you as an essential communication from Orbital Health. When accepting the Terms and Conditions, as part of orbital-health.com registration, you agree to receive this type of communication.

Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747



\n", + "fromAddress": "noreply@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1008461", + "startTime": "2022-11-16T22:22:13.229Z", + "endTime": "2022-11-16T23:50:51.378Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 5318, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001657", + "__typename": "Email", + "messageId": "", + "threadId": "1002001", + "sentDate": "2022-11-16T22:21:46Z", + "receivedDate": "2022-11-16T22:21:46Z", + "subject": "Re: Follow up on prior authorization", + "body": "On 2022-11-16 16:21, pmorton@bemessaged.com wrote:\n> Example of multiple emails with cc\nExample of reply all to bcc\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } + } + }, + { + "node": { + "systemId": "1008503", + "startTime": "2022-11-29T03:43:10.085Z", + "endTime": "2022-11-29T03:43:11.639Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001702", + "__typename": "Email", + "messageId": "", + "threadId": "1002052", + "sentDate": "2022-11-29T03:43:09.962Z", + "receivedDate": null, + "subject": "<< Ref:1002052 >> [SLA Alert Email Reference ID: 1002001] MSCC Queue SLA jeapoardy", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Default

SLA Start: Wed Nov 16 22:22:01 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1008504", + "startTime": "2022-11-29T03:43:10.085Z", + "endTime": "2022-11-29T03:43:11.637Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001700", + "__typename": "Email", + "messageId": "", + "threadId": "1002051", + "sentDate": "2022-11-29T03:43:09.947Z", + "receivedDate": null, + "subject": "<< Ref:1002051 >> [SLA Alert Email Reference ID: 1002000] MSCC Queue SLA jeapoardy", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Default

SLA Start: Wed Nov 16 22:21:01 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1008505", + "startTime": "2022-11-29T03:43:10.085Z", + "endTime": "2022-11-29T03:43:11.638Z", + "direction": "OUTBOUND", + "handledBy": null, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1001701", + "__typename": "Email", + "messageId": "", + "threadId": "1002050", + "sentDate": "2022-11-29T03:43:09.947Z", + "receivedDate": null, + "subject": "<< Ref:1002050 >> [SLA Alert Email Reference ID: 1002001] MSCC Queue SLA jeapoardy", + "body": "

Service Level Agreement Expiry Notification


Case Type: 

Case ID: 

Case Owner:   

SLA Name: Default

SLA Start: Wed Nov 16 22:22:00 GMT 2022

", + "fromAddress": "customerservice@demo.verint.com", + "ccAddresses": [], + "bccAddresses": [], + "detectedLanguage": null, + "mailboxName": "Outbound", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": null, + "customer": null, + "queue": null + } + }, + { + "node": { + "systemId": "1008797", + "startTime": "2022-12-07T16:52:14.625Z", + "endTime": "2022-12-07T17:17:04Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 1490, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000450", + "__typename": "ConversationFragment", + "conversationId": "21e4fec0-2b60-3f56-8b4b-ac794fdc2f28", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 9, + "edges": [ { "node": { "attachment": null, "sender": { "name": "Peter Morton" }, - "sentTime": "2023-04-20T16:31:03.691Z", - "text": "Under 19", + "sentTime": "2022-12-07T16:52:10.636Z", + "text": "can i claim using the app?
", "type": "STANDARD_MESSAGE" } }, @@ -9863,184 +17061,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-04-20T16:31:03.692Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:31:19.186Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:31:19.187Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:31:34.455Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:31:34.456Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:31:42.824Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:31:42.825Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:32:01.139Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:32:01.140Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:32:06.442Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:32:06.443Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:32:08.488Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:32:08.489Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:32:14.905Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:32:14.906Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:32:15.218Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:32:20.149Z", - "text": "Session started between Peter Morton and Adam", + "sentTime": "2022-12-07T16:52:14.614Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -10050,12 +17072,34 @@ export default { "sender": { "agent": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington" } }, - "sentTime": "2023-04-20T16:32:37.032Z", - "text": "Hello", + "sentTime": "2022-12-07T16:54:52.357Z", + "text": "

Can I submit a claim using the app?

If you have a PayFlex FSA or HRA, you can use the app to submit a claim to pay yourself back for an eligible expense you paid out of pocket. After you log in to the app, select Manage to get started. To send documents with your claim, simply take a picture and upload it through the app.
", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-07T16:55:04.802Z", + "text": "what about updating a claim", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-07T16:55:20.998Z", + "text": "what about updating a claim", "type": "STANDARD_MESSAGE" } }, @@ -10065,23 +17109,202 @@ export default { "sender": { "agent": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington" } }, - "sentTime": "2023-04-20T16:33:02.708Z", + "sentTime": "2022-12-07T16:58:53.783Z", + "text": "Hi Peter, my name is Christine. How can I help you?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-07T17:01:56.519Z", + "text": "Hi Peter, my name is Christine. How can I help you?You have been idle for some time now. Is there anything further I can assist you with?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T17:17:04Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-07T17:17:04Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1008859", + "startTime": "2022-12-08T17:41:19.366Z", + "endTime": "2022-12-08T17:50:31.73Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 552, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "information about tax returns given for message [ hello need help on tax return ]" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000500", + "__typename": "ConversationFragment", + "conversationId": "8fddaebc-2639-3194-8a85-80a448de3a80", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 9, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-08T17:41:01.283Z", + "text": "I would like to discuss my claim", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-08T17:41:19.354Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-08T17:43:47.256Z", + "text": "hello need help on tax return", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-08T17:45:41.649Z", + "text": "hello need help on tax return", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-08T17:46:07.986Z", + "text": "You have been idle for some time now. Is there anything further I can assist you with?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-08T17:46:41.553Z", "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", "type": "STANDARD_MESSAGE" } }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-08T17:49:49.178Z", + "text": "hello need help on tax return", + "type": "STANDARD_MESSAGE" + } + }, { "node": { "attachment": null, "sender": { "name": "System" }, - "sentTime": "2023-04-20T16:33:03.000Z", - "text": "Adam has exited the session.", + "sentTime": "2022-12-08T17:50:31Z", + "text": "VerintChat has exited the session.", "type": "SYSTEM_MESSAGE" } }, @@ -10091,26 +17314,18 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-04-20T16:33:03.000Z", + "sentTime": "2022-12-08T17:50:31Z", "text": "The conversation has been ended.", "type": "SYSTEM_MESSAGE" } } ] }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "referrerUrl": null }, "outcome": { - "totalCount": 2, + "totalCount": 1, "edges": [ - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } - }, { "node": { "text": "Gave Information - General", @@ -10120,2457 +17335,57 @@ export default { } ] }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000000", - "firstName": "Peter ", - "lastName": "Morton" - } - } - ] - }, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1006150", - "startTime": "2023-04-20T16:30:50.207Z", - "endTime": "2023-04-20T16:32:14.906Z", - "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000252", - "__typename": "ConversationFragment", - "conversationId": "498c9930-b2a6-3721-8177-700955d31cbb", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 26, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:30:50.207Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:30:50.208Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:31:01.012Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:31:01.013Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:31:03.691Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:31:03.692Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:31:19.186Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:31:19.187Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:31:34.455Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:31:34.456Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:31:42.824Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:31:42.825Z", - "text": "We have many different plans available. 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Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:58:28.445Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:58:28.446Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:58:36.273Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:58:36.274Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:58:44.262Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:58:44.263Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:59:02.309Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:59:02.310Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:59:07.490Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:59:07.491Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:59:09.752Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:59:09.753Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:59:17.802Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:59:17.803Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-04-20T16:59:18.103Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T16:59:22.458Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-20T16:59:33.433Z", - "text": "Hello", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-04-20T19:48:52.166Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T19:48:53.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-04-20T19:48:53.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Transferred to another agent", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": null, - "queue": null - } - }, - { - "node": { - "systemId": "1006204", - "startTime": "2023-05-03T16:34:33.172Z", - "endTime": "2023-05-03T16:49:21.515Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 707, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000203", - "__typename": "Email", - "messageId": "", - "threadId": "1000300", - "sentDate": "2023-04-19T15:03:37.000Z", - "receivedDate": "2023-04-19T15:03:37.000Z", - "subject": "Re: << Ref:1000300 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-19 08:02, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Wed, 19 Apr 2023 08:01:04 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Gave Information - Case Update", - "isActive": true, - "isVisible": true - } - } - ] - }, "customer": { "totalCount": 1, "edges": [ { "node": { "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" + "firstName": "Peter", + "lastName": "Morton" } } ] }, "queue": { - "name": "Pharmacy", + "name": "Default", "orgScope": "organisat" } } }, { "node": { - "systemId": "1006216", - "startTime": "2023-05-03T16:40:46.730Z", - "endTime": "2023-05-03T16:43:46.864Z", + "systemId": "1008895", + "startTime": "2022-12-08T17:52:39.649Z", + "endTime": "2022-12-08T17:55:07.892Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 178, + "activeDuration": 148, "notes": { "totalCount": 1, "edges": [ { "node": { - "text": "Some Details" + "text": "information about tax returns given for message [ hello need help on tax return ]" } } ] }, "interaction": { - "locale": "en-GB", - "systemId": "1000300", + "locale": null, + "systemId": "1000501", "__typename": "ConversationFragment", - "conversationId": "cb9c59b8-6d4e-337d-825c-9d2db1265f9a", + "conversationId": "8fddaebc-2639-3194-8a85-80a448de3a80", + "subChannel": "LIVECHAT", "entryPoint": "VerintChat", "messages": { - "totalCount": 25, + "totalCount": 7, "edges": [ { "node": { @@ -12578,8 +17393,8 @@ export default { "sender": { "name": "Peter Morton" }, - "sentTime": "2023-05-03T16:39:04.447Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", + "sentTime": "2022-12-08T17:52:24.769Z", + "text": "hello need help on tax return", "type": "STANDARD_MESSAGE" } }, @@ -12589,243 +17404,45 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-03T16:39:04.448Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:39:18.370Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:39:18.371Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:39:26.251Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:39:26.252Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:39:37.591Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:39:37.592Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:39:46.863Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:39:46.864Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:40:00.532Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:40:00.533Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:40:16.491Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:40:16.492Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:40:21.854Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:40:21.855Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:40:24.617Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:40:24.618Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:40:33.459Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:40:33.460Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:40:34.854Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:40:46.657Z", - "text": "Session started between Peter Morton and Adam", + "sentTime": "2022-12-08T17:52:39.639Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-08T17:53:50.561Z", + "text": "i need help again with my tax return", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-08T17:54:17.053Z", + "text": "i need help again with my tax return", + "type": "STANDARD_MESSAGE" + } + }, { "node": { "attachment": null, "sender": { "agent": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington" } }, - "sentTime": "2023-05-03T16:43:45.166Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", + "sentTime": "2022-12-08T17:54:32.942Z", + "text": "sure i can help you tax return", "type": "STANDARD_MESSAGE" } }, @@ -12835,8 +17452,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-03T16:43:46.000Z", - "text": "Adam has exited the session.", + "sentTime": "2022-12-08T17:55:07Z", + "text": "VerintChat has exited the session.", "type": "SYSTEM_MESSAGE" } }, @@ -12846,32 +17463,24 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-03T16:43:46.000Z", + "sentTime": "2022-12-08T17:55:07Z", "text": "The conversation has been ended.", "type": "SYSTEM_MESSAGE" } } ] }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "referrerUrl": null }, "outcome": { - "totalCount": 2, + "totalCount": 1, "edges": [ { "node": { - "text": "Enrollment - New Plan", + "text": "Gave Information - General", "isActive": true, "isVisible": true } - }, - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } } ] }, @@ -12880,8 +17489,8 @@ export default { "edges": [ { "node": { - "ref": "CC1000000", - "firstName": "Peter ", + "ref": "CC1000050", + "firstName": "Peter", "lastName": "Morton" } } @@ -12895,417 +17504,37 @@ export default { }, { "node": { - "systemId": "1006217", - "startTime": "2023-05-03T16:39:04.447Z", - "endTime": "2023-05-03T16:40:33.460Z", - "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000300", - "__typename": "ConversationFragment", - "conversationId": "cb9c59b8-6d4e-337d-825c-9d2db1265f9a", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 25, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:39:04.447Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:39:04.448Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:39:18.370Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:39:18.371Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:39:26.251Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:39:26.252Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:39:37.591Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:39:37.592Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:39:46.863Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:39:46.864Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:40:00.532Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:40:00.533Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:40:16.491Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:40:16.492Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:40:21.854Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:40:21.855Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:40:24.617Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:40:24.618Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:40:33.459Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:40:33.460Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T16:40:34.854Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:40:46.657Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-05-03T16:43:45.166Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:43:46.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T16:43:46.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Transferred to another agent", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": null, - "queue": null - } - }, - { - "node": { - "systemId": "1006235", - "startTime": "2023-05-03T19:06:49.645Z", - "endTime": "2023-05-03T19:34:02.094Z", + "systemId": "1008898", + "startTime": "2022-12-08T17:55:30.648Z", + "endTime": "2022-12-08T17:57:51.144Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 738, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000203", - "__typename": "Email", - "messageId": "", - "threadId": "1000300", - "sentDate": "2023-04-19T15:03:37.000Z", - "receivedDate": "2023-04-19T15:03:37.000Z", - "subject": "Re: << Ref:1000300 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-19 08:02, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Wed, 19 Apr 2023 08:01:04 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Gave Information - Case Update", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1006242", - "startTime": "2023-05-03T19:16:34.889Z", - "endTime": "2023-05-03T19:22:40.532Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 366, + "activeDuration": 140, "notes": { "totalCount": 1, "edges": [ { "node": { - "text": "Add some notes\n" + "text": "information about tax returns given for message [ thanks for helping with the tax return ]" } } ] }, "interaction": { - "locale": "en-GB", - "systemId": "1000301", + "locale": null, + "systemId": "1000502", "__typename": "ConversationFragment", - "conversationId": "da5cae6b-e4e0-300f-84fb-1f3c18681cc6", + "conversationId": "8fddaebc-2639-3194-8a85-80a448de3a80", + "subChannel": "LIVECHAT", "entryPoint": "VerintChat", "messages": { - "totalCount": 25, + "totalCount": 6, "edges": [ { "node": { @@ -13313,8 +17542,8 @@ export default { "sender": { "name": "Peter Morton" }, - "sentTime": "2023-05-03T19:14:26.069Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", + "sentTime": "2022-12-08T17:55:17.256Z", + "text": "hello need help on tax return", "type": "STANDARD_MESSAGE" } }, @@ -13324,228 +17553,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-03T19:14:26.070Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:14:39.681Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:14:39.682Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:14:44.383Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:14:44.384Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:14:59.137Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:14:59.138Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:15:09.787Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:15:09.788Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:15:23.348Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:15:23.349Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:15:51.077Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:15:51.078Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:16:00.595Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:16:00.596Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:16:09.232Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:16:09.233Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:16:28.849Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:16:28.850Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:16:29.462Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:16:34.879Z", - "text": "Session started between Peter Morton and Adam", + "sentTime": "2022-12-08T17:55:30.638Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -13555,12 +17564,23 @@ export default { "sender": { "agent": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington" } }, - "sentTime": "2023-05-03T19:22:29.809Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", + "sentTime": "2022-12-08T17:55:43.632Z", + "text": "sure I can help you with the tax return", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-08T17:55:57.843Z", + "text": "thanks for helping with the tax return", "type": "STANDARD_MESSAGE" } }, @@ -13570,8 +17590,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-03T19:22:30.000Z", - "text": "Adam has exited the session.", + "sentTime": "2022-12-08T17:57:51Z", + "text": "VerintChat has exited the session.", "type": "SYSTEM_MESSAGE" } }, @@ -13581,32 +17601,24 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-03T19:22:30.000Z", + "sentTime": "2022-12-08T17:57:51Z", "text": "The conversation has been ended.", "type": "SYSTEM_MESSAGE" } } ] }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "referrerUrl": null }, "outcome": { - "totalCount": 2, + "totalCount": 1, "edges": [ { "node": { - "text": "Enrollment - New Plan", + "text": "Gave Information - General", "isActive": true, "isVisible": true } - }, - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } } ] }, @@ -13615,8 +17627,8 @@ export default { "edges": [ { "node": { - "ref": "CC1000000", - "firstName": "Peter ", + "ref": "CC1000050", + "firstName": "Peter", "lastName": "Morton" } } @@ -13630,417 +17642,37 @@ export default { }, { "node": { - "systemId": "1006243", - "startTime": "2023-05-03T19:14:26.069Z", - "endTime": "2023-05-03T19:16:28.850Z", - "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000301", - "__typename": "ConversationFragment", - "conversationId": "da5cae6b-e4e0-300f-84fb-1f3c18681cc6", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 25, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:14:26.069Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:14:26.070Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:14:39.681Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:14:39.682Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:14:44.383Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:14:44.384Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:14:59.137Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:14:59.138Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:15:09.787Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:15:09.788Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:15:23.348Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:15:23.349Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:15:51.077Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:15:51.078Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:16:00.595Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:16:00.596Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:16:09.232Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:16:09.233Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:16:28.849Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:16:28.850Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-03T19:16:29.462Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:16:34.879Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-05-03T19:22:29.809Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:22:30.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-03T19:22:30.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Transferred to another agent", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": null, - "queue": null - } - }, - { - "node": { - "systemId": "1006308", - "startTime": "2023-05-10T01:30:24.721Z", - "endTime": "2023-05-10T01:46:45.272Z", + "systemId": "1008901", + "startTime": "2022-12-08T17:58:11.241Z", + "endTime": "2022-12-08T19:09:05.516Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 533, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000203", - "__typename": "Email", - "messageId": "", - "threadId": "1000300", - "sentDate": "2023-04-19T15:03:37.000Z", - "receivedDate": "2023-04-19T15:03:37.000Z", - "subject": "Re: << Ref:1000300 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-19 08:02, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Wed, 19 Apr 2023 08:01:04 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Case Updated", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1006310", - "startTime": "2023-05-10T01:36:22.317Z", - "endTime": "2023-05-10T01:41:00.734Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 278, + "activeDuration": 4254, "notes": { "totalCount": 1, "edges": [ { "node": { - "text": "Some details" + "text": "information about tax returns given for message [ [[::-TextChatMessageED.messageText-::]] ]" } } ] }, "interaction": { - "locale": "en-GB", - "systemId": "1000350", + "locale": null, + "systemId": "1000503", "__typename": "ConversationFragment", - "conversationId": "864a600d-3b30-38f7-9c5d-ccb2d6814be5", + "conversationId": "8fddaebc-2639-3194-8a85-80a448de3a80", + "subChannel": "LIVECHAT", "entryPoint": "VerintChat", "messages": { - "totalCount": 27, + "totalCount": 9, "edges": [ { "node": { @@ -14048,8 +17680,8 @@ export default { "sender": { "name": "Peter Morton" }, - "sentTime": "2023-05-10T01:33:10.848Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", + "sentTime": "2022-12-08T17:57:57.918Z", + "text": "hello", "type": "STANDARD_MESSAGE" } }, @@ -14059,250 +17691,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T01:33:10.849Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:33:40.471Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:33:40.472Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:33:48.515Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:33:48.516Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:34:12.562Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:34:12.563Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:34:40.721Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:34:40.722Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:35:00.776Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:35:00.777Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:35:16.177Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:35:16.178Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:35:48.125Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:35:48.126Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:35:55.444Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:35:55.445Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:35:58.094Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:35:58.095Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:36:09.475Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:36:09.476Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:36:10.359Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:36:22.246Z", - "text": "Session started between Peter Morton and Adam", + "sentTime": "2022-12-08T17:58:11.231Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -14312,12 +17702,23 @@ export default { "sender": { "agent": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington" } }, - "sentTime": "2023-05-10T01:40:48.727Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", + "sentTime": "2022-12-08T18:00:50.043Z", + "text": "how can I help? for example tax return", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-08T18:01:04.333Z", + "text": "yeah tax return please", "type": "STANDARD_MESSAGE" } }, @@ -14327,8 +17728,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T01:40:49.000Z", - "text": "Adam has exited the session.", + "sentTime": "2022-12-08T19:09:07.266Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -14338,29 +17739,65 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T01:40:49.000Z", + "sentTime": "2022-12-12T18:18:04.732Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-12T18:19:28.167Z", + "text": "hello again - just wanted to make sure you issues was resolved", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:20:53Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:20:53Z", "text": "The conversation has been ended.", "type": "SYSTEM_MESSAGE" } } ] }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "referrerUrl": null }, "outcome": { "totalCount": 2, "edges": [ { "node": { - "text": "Enrollment - New Plan", + "text": "Gave Information - General", "isActive": true, "isVisible": true } }, { "node": { - "text": "The agent ended the chat session.", + "text": "Agent Session Ended Unexpectedly", "isActive": true, "isVisible": false } @@ -14372,8 +17809,8 @@ export default { "edges": [ { "node": { - "ref": "CC1000000", - "firstName": "Peter ", + "ref": "CC1000050", + "firstName": "Peter", "lastName": "Morton" } } @@ -14387,21 +17824,47 @@ export default { }, { "node": { - "systemId": "1006311", - "startTime": "2023-05-10T01:33:10.848Z", - "endTime": "2023-05-10T01:36:09.476Z", + "systemId": "1008913", + "startTime": "2022-12-08T18:10:53.735Z", + "endTime": "2022-12-08T18:18:28Z", "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, - "notes": null, + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 455, + "notes": { + "totalCount": 3, + "edges": [ + { + "node": { + "text": "manual note" + } + }, + { + "node": { + "text": "information about tax returns given for message [ tax return ]" + } + }, + { + "node": { + "text": "another notes\n" + } + } + ] + }, "interaction": { - "locale": "en-GB", - "systemId": "1000350", + "locale": null, + "systemId": "1000504", "__typename": "ConversationFragment", - "conversationId": "864a600d-3b30-38f7-9c5d-ccb2d6814be5", + "conversationId": "f233a00e-f89a-31fe-a368-c073ebaae8b8", + "subChannel": "LIVECHAT", "entryPoint": "VerintChat", "messages": { - "totalCount": 27, + "totalCount": 7, "edges": [ { "node": { @@ -14409,8 +17872,8 @@ export default { "sender": { "name": "Peter Morton" }, - "sentTime": "2023-05-10T01:33:10.848Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", + "sentTime": "2022-12-08T18:10:50.382Z", + "text": "I would like to discuss my account", "type": "STANDARD_MESSAGE" } }, @@ -14420,250 +17883,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T01:33:10.849Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:33:40.471Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:33:40.472Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:33:48.515Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:33:48.516Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:34:12.562Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:34:12.563Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:34:40.721Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:34:40.722Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:35:00.776Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:35:00.777Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:35:16.177Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:35:16.178Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:35:48.125Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:35:48.126Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:35:55.444Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:35:55.445Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:35:58.094Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:35:58.095Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:36:09.475Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:36:09.476Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:36:10.359Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:36:22.246Z", - "text": "Session started between Peter Morton and Adam", + "sentTime": "2022-12-08T18:10:53.726Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -14671,14 +17892,32 @@ export default { "node": { "attachment": null, "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } + "name": "Peter Morton" }, - "sentTime": "2023-05-10T01:40:48.727Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", + "sentTime": "2022-12-08T18:10:59.683Z", + "text": "hello", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-08T18:11:48.971Z", + "text": "tax return", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-08T18:18:10.813Z", + "text": "tax return", "type": "STANDARD_MESSAGE" } }, @@ -14688,8 +17927,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T01:40:49.000Z", - "text": "Adam has exited the session.", + "sentTime": "2022-12-08T18:18:28Z", + "text": "VerintChat has exited the session.", "type": "SYSTEM_MESSAGE" } }, @@ -14699,22 +17938,21 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T01:40:49.000Z", + "sentTime": "2022-12-08T18:18:28Z", "text": "The conversation has been ended.", "type": "SYSTEM_MESSAGE" } } ] }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "referrerUrl": null }, "outcome": { "totalCount": 1, "edges": [ { "node": { - "text": "Transferred to another agent", + "text": "Gave Information - General", "isActive": true, "isVisible": true } @@ -14722,41 +17960,45 @@ export default { ] }, "customer": null, - "queue": null + "queue": { + "name": "Default", + "orgScope": "organisat" + } } }, { "node": { - "systemId": "1006332", - "startTime": "2023-05-10T01:49:01.517Z", - "endTime": "2023-05-10T01:51:14.485Z", + "systemId": "1008936", + "startTime": "2022-12-08T18:19:13.539Z", + "endTime": "2022-12-08T20:12:53.448Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 133, + "activeDuration": 6820, "notes": { "totalCount": 1, "edges": [ { "node": { - "text": "Some details" + "text": "information about tax returns given for message [ claim ]" } } ] }, "interaction": { - "locale": "en-GB", - "systemId": "1000351", + "locale": null, + "systemId": "1000505", "__typename": "ConversationFragment", - "conversationId": "86d6af11-dd17-3f38-b7a4-66b6494a9ffa", + "conversationId": "b3e234aa-b318-3c0f-a0c7-66774a3ab6c7", + "subChannel": "LIVECHAT", "entryPoint": "VerintChat", "messages": { - "totalCount": 25, + "totalCount": 7, "edges": [ { "node": { @@ -14764,8 +18006,8 @@ export default { "sender": { "name": "Peter Morton" }, - "sentTime": "2023-05-10T01:47:29.836Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", + "sentTime": "2022-12-08T18:18:59.823Z", + "text": "I would like to discuss my account", "type": "STANDARD_MESSAGE" } }, @@ -14775,8 +18017,19 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T01:47:29.837Z", - "text": "Sure I’d be happy to help. What questions did you have?", + "sentTime": "2022-12-08T18:19:13.53Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-08T18:19:20.638Z", + "text": "tax return", "type": "STANDARD_MESSAGE" } }, @@ -14786,8 +18039,8 @@ export default { "sender": { "name": "Peter Morton" }, - "sentTime": "2023-05-10T01:47:42.148Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", + "sentTime": "2022-12-08T18:20:12.688Z", + "text": "claim", "type": "STANDARD_MESSAGE" } }, @@ -14797,19 +18050,105 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T01:47:42.149Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" + "sentTime": "2022-12-12T18:20:54.569Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" } }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:21:05Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:21:05Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "Gave Information - General", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1008941", + "startTime": "2022-12-08T19:09:07.28Z", + "endTime": "2022-12-08T20:12:53.651Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 6820, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "information about tax returns given for message [ yeah tax return please ]" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000503", + "__typename": "ConversationFragment", + "conversationId": "8fddaebc-2639-3194-8a85-80a448de3a80", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 9, + "edges": [ { "node": { "attachment": null, "sender": { "name": "Peter Morton" }, - "sentTime": "2023-05-10T01:47:46.546Z", - "text": "Under 19", + "sentTime": "2022-12-08T17:57:57.918Z", + "text": "hello", "type": "STANDARD_MESSAGE" } }, @@ -14819,184 +18158,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T01:47:46.547Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:47:59.754Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:47:59.755Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:48:11.543Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:48:11.544Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:48:23.082Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:48:23.083Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:48:41.259Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:48:41.260Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:48:45.643Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:48:45.644Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:48:47.466Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:48:47.467Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:48:57.368Z", - "text": "pmoton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:48:57.369Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:48:57.756Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:49:01.507Z", - "text": "Session started between Peter Morton and Adam", + "sentTime": "2022-12-08T17:58:11.231Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -15006,12 +18169,23 @@ export default { "sender": { "agent": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington" } }, - "sentTime": "2023-05-10T01:51:01.539Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", + "sentTime": "2022-12-08T18:00:50.043Z", + "text": "how can I help? for example tax return", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-08T18:01:04.333Z", + "text": "yeah tax return please", "type": "STANDARD_MESSAGE" } }, @@ -15021,8 +18195,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T01:51:02.000Z", - "text": "Adam has exited the session.", + "sentTime": "2022-12-08T19:09:07.266Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -15032,29 +18206,65 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T01:51:02.000Z", + "sentTime": "2022-12-12T18:18:04.732Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-12T18:19:28.167Z", + "text": "hello again - just wanted to make sure you issues was resolved", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:20:53Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:20:53Z", "text": "The conversation has been ended.", "type": "SYSTEM_MESSAGE" } } ] }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "referrerUrl": null }, "outcome": { "totalCount": 2, "edges": [ { "node": { - "text": "Enrollment - New Plan", + "text": "Gave Information - General", "isActive": true, "isVisible": true } }, { "node": { - "text": "The agent ended the chat session.", + "text": "Agent Session Ended Unexpectedly", "isActive": true, "isVisible": false } @@ -15066,8 +18276,8 @@ export default { "edges": [ { "node": { - "ref": "CC1000000", - "firstName": "Peter ", + "ref": "CC1000050", + "firstName": "Peter", "lastName": "Morton" } } @@ -15081,21 +18291,37 @@ export default { }, { "node": { - "systemId": "1006333", - "startTime": "2023-05-10T01:47:29.836Z", - "endTime": "2023-05-10T01:48:57.369Z", + "systemId": "1008954", + "startTime": "2022-12-12T18:18:04.757Z", + "endTime": "2022-12-12T18:20:53.453Z", "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, - "notes": null, + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 156, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "information about tax returns given for message [ hello again - just wanted to make sure you issues was resolved ]" + } + } + ] + }, "interaction": { - "locale": "en-GB", - "systemId": "1000351", + "locale": null, + "systemId": "1000503", "__typename": "ConversationFragment", - "conversationId": "86d6af11-dd17-3f38-b7a4-66b6494a9ffa", + "conversationId": "8fddaebc-2639-3194-8a85-80a448de3a80", + "subChannel": "LIVECHAT", "entryPoint": "VerintChat", "messages": { - "totalCount": 25, + "totalCount": 9, "edges": [ { "node": { @@ -15103,8 +18329,8 @@ export default { "sender": { "name": "Peter Morton" }, - "sentTime": "2023-05-10T01:47:29.836Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", + "sentTime": "2022-12-08T17:57:57.918Z", + "text": "hello", "type": "STANDARD_MESSAGE" } }, @@ -15114,228 +18340,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T01:47:29.837Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:47:42.148Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:47:42.149Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:47:46.546Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:47:46.547Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:47:59.754Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:47:59.755Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:48:11.543Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:48:11.544Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:48:23.082Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:48:23.083Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:48:41.259Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:48:41.260Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:48:45.643Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:48:45.644Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:48:47.466Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:48:47.467Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:48:57.368Z", - "text": "pmoton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:48:57.369Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T01:48:57.756Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T01:49:01.507Z", - "text": "Session started between Peter Morton and Adam", + "sentTime": "2022-12-08T17:58:11.231Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -15345,12 +18351,23 @@ export default { "sender": { "agent": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington" } }, - "sentTime": "2023-05-10T01:51:01.539Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", + "sentTime": "2022-12-08T18:00:50.043Z", + "text": "how can I help? for example tax return", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-08T18:01:04.333Z", + "text": "yeah tax return please", "type": "STANDARD_MESSAGE" } }, @@ -15360,8 +18377,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T01:51:02.000Z", - "text": "Adam has exited the session.", + "sentTime": "2022-12-08T19:09:07.266Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -15371,71 +18388,58 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T01:51:02.000Z", + "sentTime": "2022-12-12T18:18:04.732Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-12T18:19:28.167Z", + "text": "hello again - just wanted to make sure you issues was resolved", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:20:53Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:20:53Z", "text": "The conversation has been ended.", "type": "SYSTEM_MESSAGE" } } ] }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "referrerUrl": null }, "outcome": { "totalCount": 1, "edges": [ { "node": { - "text": "Transferred to another agent", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": null, - "queue": null - } - }, - { - "node": { - "systemId": "1006454", - "startTime": "2023-05-10T14:50:11.294Z", - "endTime": "2023-05-10T14:59:06.533Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 481, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000203", - "__typename": "Email", - "messageId": "", - "threadId": "1000300", - "sentDate": "2023-04-19T15:03:37.000Z", - "receivedDate": "2023-04-19T15:03:37.000Z", - "subject": "Re: << Ref:1000300 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-19 08:02, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Wed, 19 Apr 2023 08:01:04 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Escalated to Manager", + "text": "Gave Information - General", "isActive": true, "isVisible": true } @@ -15448,374 +18452,7 @@ export default { { "node": { "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1006461", - "startTime": "2023-05-12T18:46:35.611Z", - "endTime": "2023-05-12T18:48:03.094Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 63, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000400", - "__typename": "ConversationFragment", - "conversationId": "7053c20e-b19d-3e08-94ba-64041e9d7972", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 27, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:54:36.287Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:54:36.288Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:54:44.330Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:54:44.331Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:54:48.612Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:54:48.613Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:54:59.880Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:54:59.881Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:55:09.749Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:55:09.750Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:55:20.751Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:55:20.752Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:55:42.955Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:55:42.956Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:55:51.708Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:55:51.709Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:55:57.500Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:55:57.501Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:56:10.005Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:56:10.006Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:56:10.909Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:56:24.091Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:57:07.780Z", - "text": "Hello", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:46:35.457Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-05-12T18:47:55.502Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:47:56.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:47:56.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 2, - "edges": [ - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } - }, - { - "node": { - "text": "Enrollment - New Plan", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000000", - "firstName": "Peter ", + "firstName": "Peter", "lastName": "Morton" } } @@ -15829,21 +18466,28 @@ export default { }, { "node": { - "systemId": "1006462", - "startTime": "2023-05-10T14:54:36.287Z", - "endTime": "2023-05-10T14:56:10.006Z", + "systemId": "1008957", + "startTime": "2022-12-12T18:20:54.586Z", + "endTime": "2022-12-12T18:21:05.933Z", "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 11, "notes": null, "interaction": { - "locale": "en-GB", - "systemId": "1000400", + "locale": null, + "systemId": "1000505", "__typename": "ConversationFragment", - "conversationId": "7053c20e-b19d-3e08-94ba-64041e9d7972", + "conversationId": "b3e234aa-b318-3c0f-a0c7-66774a3ab6c7", + "subChannel": "LIVECHAT", "entryPoint": "VerintChat", "messages": { - "totalCount": 27, + "totalCount": 7, "edges": [ { "node": { @@ -15851,8 +18495,8 @@ export default { "sender": { "name": "Peter Morton" }, - "sentTime": "2023-05-10T14:54:36.287Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", + "sentTime": "2022-12-08T18:18:59.823Z", + "text": "I would like to discuss my account", "type": "STANDARD_MESSAGE" } }, @@ -15862,228 +18506,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T14:54:36.288Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:54:44.330Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:54:44.331Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:54:48.612Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:54:48.613Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:54:59.880Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:54:59.881Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:55:09.749Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:55:09.750Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:55:20.751Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:55:20.752Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:55:42.955Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:55:42.956Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:55:51.708Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:55:51.709Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:55:57.500Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:55:57.501Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:56:10.005Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:56:10.006Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:56:10.909Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:56:24.091Z", - "text": "Session started between Peter Morton and Adam", + "sentTime": "2022-12-08T18:19:13.53Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -16093,8 +18517,19 @@ export default { "sender": { "name": "Peter Morton" }, - "sentTime": "2023-05-10T14:57:07.780Z", - "text": "Hello", + "sentTime": "2022-12-08T18:19:20.638Z", + "text": "tax return", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-08T18:20:12.688Z", + "text": "claim", "type": "STANDARD_MESSAGE" } }, @@ -16104,8 +18539,109 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-12T18:46:35.457Z", - "text": "Session started between Peter Morton and Adam", + "sentTime": "2022-12-12T18:20:54.569Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:21:05Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:21:05Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Case Closed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1008962", + "startTime": "2022-12-12T18:23:29.925Z", + "endTime": "2022-12-12T19:58:40.662Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 5711, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "information about tax returns given for message [ I need help with my tax return ]" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000550", + "__typename": "ConversationFragment", + "conversationId": "2c564ad1-7552-3597-b78f-a9967ed4e811", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 10, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-12T18:23:11.241Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:23:29.912Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -16115,12 +18651,23 @@ export default { "sender": { "agent": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington" } }, - "sentTime": "2023-05-12T18:47:55.502Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", + "sentTime": "2022-12-12T18:25:42.844Z", + "text": "okay - how can I help you today?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-12T18:25:59.465Z", + "text": "I need help with my tax return", "type": "STANDARD_MESSAGE" } }, @@ -16130,8 +18677,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-12T18:47:56.000Z", - "text": "Adam has exited the session.", + "sentTime": "2022-12-15T16:31:28.088Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -16141,22 +18688,390 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-12T18:47:56.000Z", + "sentTime": "2022-12-15T16:38:05.993Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-20T17:11:12.259Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-01-18T19:20:31.136Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-01-18T19:21:26Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-01-18T19:21:26Z", "text": "The conversation has been ended.", "type": "SYSTEM_MESSAGE" } } ] }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "referrerUrl": null + }, + "outcome": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "Gave Information - General", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1009124", + "startTime": "2022-12-15T16:31:28.187Z", + "endTime": "2022-12-21T02:19:34.885Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 32989, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000550", + "__typename": "ConversationFragment", + "conversationId": "2c564ad1-7552-3597-b78f-a9967ed4e811", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 10, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-12T18:23:11.241Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:23:29.912Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-12T18:25:42.844Z", + "text": "okay - how can I help you today?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-12T18:25:59.465Z", + "text": "I need help with my tax return", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T16:31:28.088Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T16:38:05.993Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-20T17:11:12.259Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-01-18T19:20:31.136Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-01-18T19:21:26Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-01-18T19:21:26Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null }, "outcome": { "totalCount": 1, "edges": [ { "node": { - "text": "Transferred to another agent", + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1009126", + "startTime": "2022-12-15T16:32:33.508Z", + "endTime": "2022-12-15T16:37:20Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 287, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Member asked about 'last day'" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000600", + "__typename": "ConversationFragment", + "conversationId": "00071c2c-06f3-3b15-8560-ca778dfbffcc", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 8, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T16:32:22.796Z", + "text": "I need help with an FSA claim?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T16:32:33.497Z", + "text": "Session started between Jim Gross and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-15T16:33:41.822Z", + "text": "If you have a PayFlex FSA or HRA, you can use the app to submit a claim to pay yourself back for an eligible expense you paid out of pocket. After you log in to the app, select Manage to get started. To send documents with your claim, simply take a picture and upload it through the app.
", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T16:34:04.85Z", + "text": "Thanks. When is the last day I can submit a claim?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T16:35:20.528Z", + "text": "what happens if I have funds left at the end of the year?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T16:36:44.147Z", + "text": "when is the last day to submit claims?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T16:37:20Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T16:37:20Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "Gave Information - General", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "Case Closed", "isActive": true, "isVisible": true } @@ -16164,48 +19079,196 @@ export default { ] }, "customer": null, - "queue": null + "queue": { + "name": "Default", + "orgScope": "organisat" + } } }, { "node": { - "systemId": "1006466", - "startTime": "2023-05-10T15:00:03.413Z", - "endTime": "2023-05-10T15:13:36.998Z", + "systemId": "1009215", + "startTime": "2022-12-15T16:38:19.64Z", + "endTime": "2022-12-15T17:01:01Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 420, - "notes": null, - "interaction": { - "locale": null, - "systemId": "1000203", - "__typename": "Email", - "messageId": "", - "threadId": "1000300", - "sentDate": "2023-04-19T15:03:37.000Z", - "receivedDate": "2023-04-19T15:03:37.000Z", - "subject": "Re: << Ref:1000300 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-19 08:02, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Wed, 19 Apr 2023 08:01:04 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false - }, - "outcome": { + "activeDuration": 1320, + "notes": { "totalCount": 1, "edges": [ { "node": { - "text": "Enrollment - New Plan", + "text": "Member asked about 'last day'" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000601", + "__typename": "ConversationFragment", + "conversationId": "d3e243d1-c498-357d-9fad-ec9ed51a79aa", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 10, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T16:38:16.639Z", + "text": "I need help with a claim", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T16:38:19.629Z", + "text": "Session started between Jim Gross and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-15T16:39:16.102Z", + "text": "
If you have a PayFlex FSA or HRA, you can use the app to submit a claim to pay yourself back for an eligible expense you paid out of pocket. After you log in to the app, select Manage to get started. To send documents with your claim, simply take a picture and upload it through the app.
", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T16:42:21.947Z", + "text": "Great, thanks. When is the last day to submit claims?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T16:45:33.777Z", + "text": "I have funds left in my FSA. What happens after the last day of the year?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-15T16:46:01.542Z", + "text": "If you’re an active participant in the health care FSA on the last day of the plan year (May 31, 2022), you can carry over up to $550 to the next plan year. If you still have more than $550 in your FSA after August 31, 2022, the excess amount will be forfeited.
", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-15T16:58:09.272Z", + "text": "

Your Healthcare (FSA) details:

Plan Year 1/1/2022 - 12/31/2022

Verint

$ 80 58 Available Funds

Remaining election $80.58

Funds used $2,669.42

Annual Election: $2,750

Last day to spend funds: March 15, 2023

Last day to file claims: April 30, 2023

", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T17:00:17.594Z", + "text": "thank you!", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-15T17:00:35.982Z", + "text": "The conversation has been ended.", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T17:00:50.305Z", + "text": "Customer ended the chat session.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 3, + "edges": [ + { + "node": { + "text": "Gave Information - General", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "The conversation timed out", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "Case Closed", "isActive": true, "isVisible": true } @@ -16217,39 +19280,430 @@ export default { "edges": [ { "node": { - "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" + "ref": "CC1000200", + "firstName": "Jim", + "lastName": "Gross" } } ] }, "queue": { - "name": "Pharmacy", + "name": "Default", "orgScope": "organisat" } } }, { "node": { - "systemId": "1006468", - "startTime": "2023-05-10T15:00:30.574Z", - "endTime": "2023-05-10T15:01:02.384Z", + "systemId": "1009436", + "startTime": "2022-12-15T17:01:45.117Z", + "endTime": "2022-12-15T17:02:25Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 32, + "activeDuration": 41, "notes": null, "interaction": { - "locale": "en-GB", - "systemId": "1000401", + "locale": null, + "systemId": "1000602", "__typename": "ConversationFragment", - "conversationId": "9836f970-3f91-30ad-a1f8-16ae104b36ff", + "conversationId": "0e9b7397-33ef-35b4-9591-0edbed047f5b", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 3, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T17:01:41.321Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T17:01:45.106Z", + "text": "Session started between Jim Gross and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T17:02:13.738Z", + "text": "Customer ended the chat session.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "The customer ended the chat session.", + "isActive": true, + "isVisible": false + } + }, + { + "node": { + "text": "Case Closed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1009446", + "startTime": "2022-12-15T17:02:55.194Z", + "endTime": "2022-12-15T20:22:52Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 11997, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000603", + "__typename": "ConversationFragment", + "conversationId": "b346b1d3-7652-3c60-b675-1658d1e20a03", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 4, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T17:02:52.196Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T17:02:55.183Z", + "text": "Session started between Jim Gross and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-15T17:03:16.112Z", + "text": "

Your Healthcare (FSA) details:

Plan Year 1/1/2022 - 12/31/2022

Verint

$ 80 58 Available Funds

Remaining election $80.58

Funds used $2,669.42

Annual Election: $2,750

Last day to spend funds: March 15, 2023

Last day to file claims: April 30, 2023

", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T19:18:50.002Z", + "text": "Customer ended the chat session.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "The conversation timed out", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "Case Closed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1009453", + "startTime": "2022-12-15T20:26:55.018Z", + "endTime": "2022-12-15T20:38:43Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 708, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Member asked about 'last day'" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000604", + "__typename": "ConversationFragment", + "conversationId": "3dea1b31-f1ae-3c98-a6db-04201caf65d1", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 10, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T20:26:51.631Z", + "text": "Need help submitting a claim", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T20:26:55.009Z", + "text": "Session started between Jim Gross and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-15T20:28:08.231Z", + "text": "

I can help with thatA file was sent.

If you have a PayFlex FSA or HRA, you can use the app to submit a claim to pay yourself back for an eligible expense you paid out of pocket. After you log in to the app, select Manage to get started. To send documents with your claim, simply take a picture and upload it through the app.
", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-15T20:29:45.121Z", + "text": "Is there anything else I can help you with?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T20:30:00.565Z", + "text": "When is the last day I can submit claims for this year?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-15T20:30:35.647Z", + "text": "If you’re an active participant in the health care FSA on the last day of the plan year (May 31, 2022), you can carry over up to $550 to the next plan year. If you still have more than $550 in your FSA after August 31, 2022, the excess amount will be forfeited.", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T20:31:09.912Z", + "text": "Great. Thanks. Can you look up my available FSA balance?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-15T20:31:24.903Z", + "text": "

Your Healthcare (FSA) details:

Plan Year 1/1/2022 - 12/31/2022

Verint

$ 80 58 Available Funds

Remaining election $80.58

Funds used $2,669.42

Annual Election: $2,750

Last day to spend funds: March 15, 2023

Last day to file claims: April 30, 2023

", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T20:38:43Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T20:38:43Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "Gave Information - General", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "Case Closed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1009510", + "startTime": "2022-12-15T21:23:59.916Z", + "endTime": "2022-12-15T21:31:30Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 451, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Member asked about 'last day'" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000605", + "__typename": "ConversationFragment", + "conversationId": "0dd5bd1e-a3ec-3a8d-bb1a-1df0b01bc8ee", + "subChannel": "LIVECHAT", "entryPoint": "VerintChat", "messages": { "totalCount": 13, @@ -16258,10 +19712,10 @@ export default { "node": { "attachment": null, "sender": { - "name": "Peter Morton" + "name": "Jim Gross" }, - "sentTime": "2023-05-10T14:59:48.896Z", - "text": "I would like to speak to someone", + "sentTime": "2022-12-15T21:23:56.653Z", + "text": "Need help submitting a claim
", "type": "STANDARD_MESSAGE" } }, @@ -16271,96 +19725,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T14:59:48.897Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:00:16.116Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:00:16.117Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:00:18.026Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:00:18.027Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:00:26.526Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:00:26.527Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:00:26.837Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:00:30.563Z", - "text": "Session started between Peter Morton and Adam", + "sentTime": "2022-12-15T21:23:59.906Z", + "text": "Session started between Jim Gross and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -16370,393 +19736,120 @@ export default { "sender": { "agent": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington" } }, - "sentTime": "2023-05-10T15:00:51.843Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", + "sentTime": "2022-12-15T21:24:20.054Z", + "text": "Hi there, Jim. I can certainly help with that", "type": "STANDARD_MESSAGE" } }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:00:52.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:00:52.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } - } - ] - }, - "customer": null, - "queue": { - "name": "Default", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1006469", - "startTime": "2023-05-10T14:59:48.896Z", - "endTime": "2023-05-10T15:00:26.527Z", - "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000401", - "__typename": "ConversationFragment", - "conversationId": "9836f970-3f91-30ad-a1f8-16ae104b36ff", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 13, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T14:59:48.896Z", - "text": "I would like to speak to someone", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T14:59:48.897Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:00:16.116Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:00:16.117Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:00:18.026Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:00:18.027Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:00:26.526Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:00:26.527Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:00:26.837Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:00:30.563Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, { "node": { "attachment": null, "sender": { "agent": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington" } }, - "sentTime": "2023-05-10T15:00:51.843Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", + "sentTime": "2022-12-15T21:25:13.517Z", + "text": "

If you have a PayFlex FSA or HRA, you can use the app to submit a claim to pay yourself back for an eligible expense you paid out of pocket. After you log in to the app, select Manage to get started. To send documents with your claim, simply take a picture and upload it through the app.

", "type": "STANDARD_MESSAGE" } }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:00:52.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:00:52.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Transferred to another agent", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": null, - "queue": null - } - }, - { - "node": { - "systemId": "1006474", - "startTime": "2023-05-10T15:02:56.586Z", - "endTime": "2023-05-10T15:03:41.505Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 45, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000402", - "__typename": "ConversationFragment", - "conversationId": "160fd3b1-1bef-3b24-854d-4439714745d6", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 13, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:02:33.271Z", - "text": "I would like to speak to someone please", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:02:33.272Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:02:40.044Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:02:40.045Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:02:43.231Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:02:43.232Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:02:52.249Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:02:52.250Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:02:52.554Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:02:56.575Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, { "node": { "attachment": null, "sender": { "agent": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington" } }, - "sentTime": "2023-05-10T15:03:18.690Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", + "sentTime": "2022-12-15T21:26:01.464Z", + "text": "Is there anything I can help with?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T21:26:23.369Z", + "text": "When is the last day to submit claims for this year?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-15T21:27:24.092Z", + "text": "If you’re an active participant in the health care FSA on the last day of the plan year (December 31, 2022), you can carry over up to $550 to the next plan year. If you still have more than $550 in your FSA after March 15, 2023, the excess amount will be forfeited.", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-15T21:27:37.555Z", + "text": "Does that answer your question?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T21:27:54.934Z", + "text": "Yes, thank you. One last thing: can you look up my FSA balance?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-15T21:28:49.453Z", + "text": "

Your Healthcare (FSA) details:

Plan Year 1/1/2022 - 12/31/2022

Verint

$ 80 58 Available Funds

Remaining election $80.58

Funds used $2,669.42

Annual Election: $2,750

Last day to spend funds: March 15, 2023

Last day to file claims: April 30, 2023

", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Jim Gross" + }, + "sentTime": "2022-12-15T21:30:29.736Z", + "text": "Thanks! That's everything I need. Appreciate your help!", "type": "STANDARD_MESSAGE" } }, @@ -16766,8 +19859,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T15:03:19.000Z", - "text": "Adam has exited the session.", + "sentTime": "2022-12-15T21:31:30Z", + "text": "VerintChat has exited the session.", "type": "SYSTEM_MESSAGE" } }, @@ -16777,47 +19870,35 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T15:03:19.000Z", + "sentTime": "2022-12-15T21:31:30Z", "text": "The conversation has been ended.", "type": "SYSTEM_MESSAGE" } } ] }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "referrerUrl": null }, "outcome": { "totalCount": 2, "edges": [ { "node": { - "text": "The agent ended the chat session.", + "text": "Gave Information - General", "isActive": true, - "isVisible": false + "isVisible": true } }, { "node": { - "text": "Contacted party was unavailable to speak", + "text": "Case Closed", "isActive": true, "isVisible": true } } ] }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000000", - "firstName": "Peter ", - "lastName": "Morton" - } - } - ] - }, + "customer": null, "queue": { "name": "Default", "orgScope": "organisat" @@ -16826,30 +19907,37 @@ export default { }, { "node": { - "systemId": "1006475", - "startTime": "2023-05-10T15:02:33.271Z", - "endTime": "2023-05-10T15:02:52.250Z", + "systemId": "1009524", + "startTime": "2022-12-15T21:32:18.875Z", + "endTime": "2022-12-15T21:41:58Z", "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 290, "notes": null, "interaction": { - "locale": "en-GB", - "systemId": "1000402", + "locale": null, + "systemId": "1000606", "__typename": "ConversationFragment", - "conversationId": "160fd3b1-1bef-3b24-854d-4439714745d6", + "conversationId": "3731d19a-2d67-311f-94df-12e102dd6c43", + "subChannel": "LIVECHAT", "entryPoint": "VerintChat", "messages": { - "totalCount": 13, + "totalCount": 5, "edges": [ { "node": { "attachment": null, "sender": { - "name": "Peter Morton" + "name": "Jim Gross" }, - "sentTime": "2023-05-10T15:02:33.271Z", - "text": "I would like to speak to someone please", + "sentTime": "2022-12-15T21:32:14.228Z", + "text": "
I would like to discuss my account", "type": "STANDARD_MESSAGE" } }, @@ -16859,96 +19947,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T15:02:33.272Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:02:40.044Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:02:40.045Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:02:43.231Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:02:43.232Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:02:52.249Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:02:52.250Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T15:02:52.554Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:02:56.575Z", - "text": "Session started between Peter Morton and Adam", + "sentTime": "2022-12-15T21:32:18.866Z", + "text": "Session started between Jim Gross and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -16956,14 +19956,10 @@ export default { "node": { "attachment": null, "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } + "name": "Jim Gross" }, - "sentTime": "2023-05-10T15:03:18.690Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", + "sentTime": "2022-12-15T21:33:02.774Z", + "text": "new message incoming", "type": "STANDARD_MESSAGE" } }, @@ -16973,8 +19969,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T15:03:19.000Z", - "text": "Adam has exited the session.", + "sentTime": "2022-12-15T21:41:58Z", + "text": "VerintChat has exited the session.", "type": "SYSTEM_MESSAGE" } }, @@ -16984,22 +19980,21 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T15:03:19.000Z", + "sentTime": "2022-12-15T21:41:58Z", "text": "The conversation has been ended.", "type": "SYSTEM_MESSAGE" } } ] }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "referrerUrl": null }, "outcome": { "totalCount": 1, "edges": [ { "node": { - "text": "Transferred to another agent", + "text": "No need for response", "isActive": true, "isVisible": true } @@ -17007,342 +20002,166 @@ export default { ] }, "customer": null, - "queue": null + "queue": { + "name": "Default", + "orgScope": "organisat" + } } }, { "node": { - "systemId": "1006480", - "startTime": "2023-05-10T15:07:09.208Z", - "endTime": "2023-05-10T15:10:21.997Z", + "systemId": "1009526", + "startTime": "2022-12-15T21:32:27.118Z", + "endTime": "2022-12-15T21:41:43Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 193, + "activeDuration": 67, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000607", + "__typename": "ConversationFragment", + "conversationId": "787e055c-e234-35b3-8981-c823656a3673", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 5, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-15T21:32:23.061Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T21:32:27.108Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-15T21:34:21.696Z", + "text": "Thanks Jim!", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T21:41:43Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T21:41:43Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "No need for response", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1009527", + "startTime": "2022-12-15T21:33:26.318Z", + "endTime": "2022-12-15T21:50:40.005Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 563, "notes": { "totalCount": 1, "edges": [ { "node": { - "text": "Here are some notes\n" + "text": "Complaint received from Peter with subject: Re: << Ref:1000503 >> Re: this is a real complaint" } } ] }, "interaction": { - "locale": "en-GB", - "systemId": "1000403", - "__typename": "ConversationFragment", - "conversationId": "e3969d66-b2c1-3c04-b94d-184dcb5ec838", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 25, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:05:26.657Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:05:26.658Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:05:33.268Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:05:33.269Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:05:37.628Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:05:37.629Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:05:43.412Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:05:43.413Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:05:52.620Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:05:52.621Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:06:02.460Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:06:02.461Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:06:15.696Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:06:15.697Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:06:53.194Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:06:53.195Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:06:55.618Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:06:55.619Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:07:04.838Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:07:04.839Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:07:05.133Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:07:09.198Z", - "text": "Session started between Peter Peter and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-05-10T15:10:04.155Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:10:05.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:10:05.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "locale": null, + "systemId": "1001405", + "__typename": "Email", + "messageId": "<02d60c53a06b58b9bf3a74965fcf8423@bemessaged.com>", + "threadId": "1000503", + "sentDate": "2022-10-14T19:49:10Z", + "receivedDate": "2022-10-14T19:49:10Z", + "subject": "Re: << Ref:1000503 >> Re: this is a real complaint", + "body": "Test save for later\n\nOn 2022-10-14 14:27, mscc@demo.verint.com wrote:\n> Member Services Contact Center\n> \n> Please do not reply to this message. This email message was sent from\n> a notification-only address that cannot accept incoming email.\n> \n> To remove yourself from this email list, please go to unsubscribe [1].\n> \n> Our website privacy statement [2].\n> \n> This email is being sent to you as an essential communication from\n> Orbital Health. When accepting the Terms and Conditions, as part of\n> orbital-health.com [3] registration, you agree to receive this type of\n> communication.\n> \n> Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n> \n>> \n> \n>>> ORIGINAL MESSAGE ...\n>>> From: pmorton@bemessaged.com\n>>> To: mscc@demo.verint.com\n>>> Subject: Re: > Re: this is a real complaint\n>>> Sent: 14/10/2022 19:25\n>>> \n>>> Reply to a reply\n>>> \n>>> On 2022-08-09 12:10, mscc@demo.verint.com wrote:\n>>> > Member Services Contact Center\n>>> >\n>>> > Please do not reply to this message. This email message was sent\n> from\n>>> > a notification-only address that cannot accept incoming email.\n>>> >\n>>> > To remove yourself from this email list, please go to unsubscribe\n> [1].\n>>> >\n>>> > Our website privacy statement [2].\n>>> >\n>>> > This email is being sent to you as an essential communication\n> from\n>>> > Orbital Health. When accepting the Terms and Conditions, as part\n> of\n>>> > orbital-health.com [3] registration, you agree to receive this\n> type of\n>>> > communication.\n>>> >\n>>> > Orbital Health, 175 Broadhollow Rd #100, Melville, NY 11747\n>>> >\n>>> \n>>> >\n>>>> ORIGINAL MESSAGE ...\n>>>> From: pmorton@bemessaged.com\n>>>> To: mscc@demo.verint.com\n>>>> Subject: this is a real complaint\n>>>> Sent: 01/06/2022 14:01\n>>>> \n>>> >\n>>> >\n>>> > Links:\n>>> > ------\n>>> > [1]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n>>> > [2]\n>>> >\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n>>> > [3] https://wss.demo-staging.verint.com/#\n> \n> \n> Links:\n> ------\n> [1]\n> https://app.respond.kaiserpermanente.org/e/cu?s=***-**-7217&amp;elqc=47&amp;elq=9922345b27234dbcab274936d25581ec\n> [2]\n> https://app.respond.kaiserpermanente.org/e/er?s=***-**-7217&amp;lid=532&amp;elqTrackId=50933993a8c14b38aa96fc401bcac448&amp;elq=9922345b27234dbcab274936d25581ec&amp;elqaid=9624&amp;elqat=1\n> [3] https://wss.demo-staging.verint.com/#\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false }, "outcome": { - "totalCount": 2, + "totalCount": 1, "edges": [ { "node": { - "text": "Enrollment - New Plan", + "text": "Saved for later", "isActive": true, "isVisible": true } - }, - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } } ] }, @@ -17351,45 +20170,52 @@ export default { "edges": [ { "node": { - "ref": "CC1000000", - "firstName": "Peter ", + "ref": "CC1000050", + "firstName": "Peter", "lastName": "Morton" } } ] }, "queue": { - "name": "Default", - "orgScope": "organisat" + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" } } }, { "node": { - "systemId": "1006481", - "startTime": "2023-05-10T15:05:26.657Z", - "endTime": "2023-05-10T15:07:04.839Z", + "systemId": "1009542", + "startTime": "2022-12-15T21:47:09.982Z", + "endTime": "2022-12-15T21:50:13Z", "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 183, "notes": null, "interaction": { - "locale": "en-GB", - "systemId": "1000403", + "locale": null, + "systemId": "1000608", "__typename": "ConversationFragment", - "conversationId": "e3969d66-b2c1-3c04-b94d-184dcb5ec838", + "conversationId": "d27a7ac0-9814-3811-a196-f205b0ef711b", + "subChannel": "LIVECHAT", "entryPoint": "VerintChat", "messages": { - "totalCount": 25, + "totalCount": 4, "edges": [ { "node": { "attachment": null, "sender": { - "name": "Peter Peter" + "name": "Jim Gross" }, - "sentTime": "2023-05-10T15:05:26.657Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", + "sentTime": "2022-12-15T21:47:07.053Z", + "text": "one more question...", "type": "STANDARD_MESSAGE" } }, @@ -17399,228 +20225,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T15:05:26.658Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:05:33.268Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:05:33.269Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:05:37.628Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:05:37.629Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:05:43.412Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:05:43.413Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:05:52.620Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:05:52.621Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:06:02.460Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:06:02.461Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:06:15.696Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:06:15.697Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:06:53.194Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:06:53.195Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:06:55.618Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:06:55.619Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:07:04.838Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:07:04.839Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Peter" - }, - "sentTime": "2023-05-10T15:07:05.133Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T15:07:09.198Z", - "text": "Session started between Peter Peter and Adam", + "sentTime": "2022-12-15T21:47:09.972Z", + "text": "Session started between Jim Gross and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -17630,12 +20236,12 @@ export default { "sender": { "agent": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington" } }, - "sentTime": "2023-05-10T15:10:04.155Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", + "sentTime": "2022-12-15T21:49:26.956Z", + "text": "Thank you for using live help. When you are finished, please press the close button.", "type": "STANDARD_MESSAGE" } }, @@ -17645,8 +20251,179 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T15:10:05.000Z", - "text": "Adam has exited the session.", + "sentTime": "2022-12-15T21:49:36.457Z", + "text": "Customer ended the chat session.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 3, + "edges": [ + { + "node": { + "text": "The conversation timed out", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "The call was dropped", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "Completed", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1009564", + "startTime": "2022-12-20T17:11:36.265Z", + "endTime": "2022-12-21T02:19:35.538Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 32879, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Member asked about 'last day' using the phrase [[::-TextChatMessageED.messageText-::]]" + } + } + ] + }, + "interaction": { + "locale": null, + "systemId": "1000650", + "__typename": "ConversationFragment", + "conversationId": "86dd4a93-34e0-34d8-b04c-283a9919a31b", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 10, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-20T17:11:31.368Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-20T17:11:36.255Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-20T17:12:26.616Z", + "text": "Sure - how can I help you", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-20T17:12:41.157Z", + "text": "When is the last day I can submit a claim", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-20T17:13:26.894Z", + "text": "

2021/2022 plan year If you’re an active participant in the health care FSA on the last day of the plan year (December 31, 2022), you can carry over up to $550 to the next plan year. If you still have more than $550 in your FSA after March 15, 2023, the excess amount will be forfeited.

2022/2023 plan year If you’re an active participant in the health care FSA on the last day of the plan year (December 31, 2023), you can carry over up to $570 to the next plan year. If you still have more than $570 in your FSA after March 15, 2024, the excess amount will be forfeited.

", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-20T17:13:55.929Z", + "text": "thanks - this help a lot", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-20T17:14:02.183Z", + "text": "okay - have a nice day!", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-01-18T19:20:35.632Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -17656,22 +20433,201 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-10T15:10:05.000Z", + "sentTime": "2023-01-18T19:21:41Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-01-18T19:21:41Z", "text": "The conversation has been ended.", "type": "SYSTEM_MESSAGE" } } ] }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "referrerUrl": null + }, + "outcome": { + "totalCount": 2, + "edges": [ + { + "node": { + "text": "Gave Information - General", + "isActive": true, + "isVisible": true + } + }, + { + "node": { + "text": "Agent Session Ended Unexpectedly", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1009705", + "startTime": "2023-01-18T19:20:31.272Z", + "endTime": "2023-01-18T19:21:26.695Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 51, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000550", + "__typename": "ConversationFragment", + "conversationId": "2c564ad1-7552-3597-b78f-a9967ed4e811", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 10, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-12T18:23:11.241Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-12T18:23:29.912Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-12T18:25:42.844Z", + "text": "okay - how can I help you today?", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-12T18:25:59.465Z", + "text": "I need help with my tax return", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T16:31:28.088Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-15T16:38:05.993Z", + "text": "VerintChat has temporarily left the chat. To continue this conversation, please send another message.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-20T17:11:12.259Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-01-18T19:20:31.136Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-01-18T19:21:26Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-01-18T19:21:26Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null }, "outcome": { "totalCount": 1, "edges": [ { "node": { - "text": "Transferred to another agent", + "text": "Case Closed", "isActive": true, "isVisible": true } @@ -17679,41 +20635,162 @@ export default { ] }, "customer": null, - "queue": null + "queue": { + "name": "Default", + "orgScope": "organisat" + } } }, { "node": { - "systemId": "1006493", - "startTime": "2023-05-10T15:45:34.533Z", - "endTime": "2023-05-10T16:45:12.709Z", + "systemId": "1009706", + "startTime": "2023-01-18T19:20:35.655Z", + "endTime": "2023-01-18T19:21:41Z", "direction": "INBOUND", "handledBy": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 2867, + "activeDuration": 52, "notes": null, "interaction": { "locale": null, - "systemId": "1000203", - "__typename": "Email", - "messageId": "", - "threadId": "1000300", - "sentDate": "2023-04-19T15:03:37.000Z", - "receivedDate": "2023-04-19T15:03:37.000Z", - "subject": "Re: << Ref:1000300 >> Re: The Pharmacy said you are not covering my\r\n wife's migraine medication?", - "body": "Thanks! Great to hear you can help. The medication is Nurtec. It is \nfor my wife's migraines and it is the only thing that works!\n\nOn 2023-04-19 08:02, customerservice@demo.verint.com wrote:\n> Mr Vivian,\n> \n> I am sorry to hear you are having issues with getting your wife's\n> medication. I can understand how frustrating it can be when there is\n> uncertainty about medication coverage. I will be happy to try and help\n> you to get this resolved.\n> \n> It looks like your wife is on a number of medications, which\n> medication was it that the pharmacy said was not covered?\n> \n> Regards,\n> \n> Adam\n> \n> MEMBER SERVICES\n> \n> -------------------------\n> \n> ORIGINAL MESSAGE ...\n> From: dvivian@bemessaged.com\n> To: customerservice@demo.verint.com\n> Subject: The Pharmacy said you are not covering my wife's migraine\n> medication?\n> Sent: Wed, 19 Apr 2023 08:01:04 -0700\n> \n> While at my pharmacy today I was trying to get my wife's migraine\n> medication and they told me that you are not covering it now. I wanted\n> \n> to understand why a medication that has been covered for over a year\n> is\n> no longer being covered?\n> \n> I am really frustrated right now and am hoping you can help me resolve\n> \n> the issue so we can get this medication.\n> \n> Regards,\n> \n> Dean Vivian\n", - "fromAddress": "dvivian@bemessaged.com", - "ccAddresses": [], - "bccAddresses": null, - "detectedLanguage": "en", - "mailboxName": "customerservice@demo.verint.com", - "attachmentCount": 0, - "isDuplicate": false + "systemId": "1000650", + "__typename": "ConversationFragment", + "conversationId": "86dd4a93-34e0-34d8-b04c-283a9919a31b", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 10, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-20T17:11:31.368Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2022-12-20T17:11:36.255Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-20T17:12:26.616Z", + "text": "Sure - how can I help you", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-20T17:12:41.157Z", + "text": "When is the last day I can submit a claim", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-20T17:13:26.894Z", + "text": "

2021/2022 plan year If you’re an active participant in the health care FSA on the last day of the plan year (December 31, 2022), you can carry over up to $550 to the next plan year. If you still have more than $550 in your FSA after March 15, 2023, the excess amount will be forfeited.

2022/2023 plan year If you’re an active participant in the health care FSA on the last day of the plan year (December 31, 2023), you can carry over up to $570 to the next plan year. If you still have more than $570 in your FSA after March 15, 2024, the excess amount will be forfeited.

", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2022-12-20T17:13:55.929Z", + "text": "thanks - this help a lot", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2022-12-20T17:14:02.183Z", + "text": "okay - have a nice day!", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-01-18T19:20:35.632Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-01-18T19:21:41Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-01-18T19:21:41Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null }, "outcome": { "totalCount": 1, @@ -17727,418 +20804,179 @@ export default { } ] }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1009708", + "startTime": "2023-01-18T19:21:28.538Z", + "endTime": "2023-04-27T13:50:45.895Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 0, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000700", + "__typename": "ConversationFragment", + "conversationId": "6f0d8d62-1a60-3c10-ba69-b5bab7c46956", + "subChannel": "LIVECHAT", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 10, + "edges": [ + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2023-01-18T19:20:51.272Z", + "text": "I would like to discuss my account", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-01-18T19:21:28.527Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2023-01-18T19:21:49.47Z", + "text": "okay", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2023-01-18T19:22:09.646Z", + "text": "item on backorder", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2023-01-18T19:22:34.765Z", + "text": "okay let me help you with that backorder", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2023-01-18T19:23:01.559Z", + "text": "remember to turn on the backorder rule :)", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-04-27T13:50:45.708Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-05-19T19:43:51.464Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-05-19T19:44:35Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-05-19T19:44:35Z", + "text": "The conversation has been ended.", + "type": "SYSTEM_MESSAGE" + } + } + ] + }, + "referrerUrl": null + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Automatically transferred to another agent", + "isActive": true, + "isVisible": false + } + } + ] + }, "customer": { "totalCount": 1, "edges": [ { "node": { "ref": "CC1000050", - "firstName": "Dean", - "lastName": "Vivian" - } - } - ] - }, - "queue": { - "name": "Pharmacy", - "orgScope": "organisat" - } - } - }, - { - "node": { - "systemId": "1006505", - "startTime": "2023-05-10T16:32:30.178Z", - "endTime": "2023-05-10T16:41:41.300Z", - "direction": "INBOUND", - "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", - "nickname": null, - "orgScope": "organisat" - }, - "activeDuration": 534, - "notes": { - "totalCount": 1, - "edges": [ - { - "node": { - "text": "Some notes" - } - } - ] - }, - "interaction": { - "locale": "en-GB", - "systemId": "1000404", - "__typename": "ConversationFragment", - "conversationId": "c4ba509c-9d98-3c95-8772-7eeb90668965", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 29, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:30:00.619Z", - "text": "into", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:30:00.620Z", - "text": "What procedure or service do you need coverage for?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:30:16.209Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:30:16.210Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:30:25.313Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:30:25.314Z", - "text": "Child coverage answer.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:30:40.553Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:30:40.554Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:30:53.116Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:30:53.117Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:31:03.711Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:31:03.712Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:31:18.433Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:31:18.434Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:31:29.550Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:31:29.551Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:31:52.902Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:31:52.903Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:32:04.033Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:32:04.034Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:32:13.815Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:32:13.816Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:32:26.620Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:32:26.621Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:32:26.904Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:32:30.170Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-05-10T16:41:22.199Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:41:23.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:41:23.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" - }, - "outcome": { - "totalCount": 3, - "edges": [ - { - "node": { - "text": "Enrollment - New Plan", - "isActive": true, - "isVisible": true - } - }, - { - "node": { - "text": "The agent ended the chat session.", - "isActive": true, - "isVisible": false - } - }, - { - "node": { - "text": "Gave Information - Case Update", - "isActive": true, - "isVisible": true - } - } - ] - }, - "customer": { - "totalCount": 1, - "edges": [ - { - "node": { - "ref": "CC1000000", - "firstName": "Peter ", + "firstName": "Peter", "lastName": "Morton" } } @@ -18152,389 +20990,91 @@ export default { }, { "node": { - "systemId": "1006506", - "startTime": "2023-05-10T16:30:00.619Z", - "endTime": "2023-05-10T16:32:26.621Z", + "systemId": "1009904", + "startTime": "2023-03-06T22:28:42.879Z", + "endTime": "2023-03-06T23:43:42.172Z", "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, + "handledBy": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 4118, "notes": null, "interaction": { - "locale": "en-GB", - "systemId": "1000404", - "__typename": "ConversationFragment", - "conversationId": "c4ba509c-9d98-3c95-8772-7eeb90668965", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 29, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:30:00.619Z", - "text": "into", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:30:00.620Z", - "text": "What procedure or service do you need coverage for?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:30:16.209Z", - "text": "Hi there! I recently changed jobs and am looking into my insurance options.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:30:16.210Z", - "text": "Sure I’d be happy to help. What questions did you have?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:30:25.313Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:30:25.314Z", - "text": "Child coverage answer.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:30:40.553Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:30:40.554Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:30:53.116Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:30:53.117Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:31:03.711Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:31:03.712Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:31:18.433Z", - "text": "Well, what would my copay be?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:31:18.434Z", - "text": "The Care Cost Estimator is available for all commercial products. To access the Care Cost Estimator, log into the member portal at www.ibx.com and access the Care Cost Estimator tool at the top of the homepage, or by clicking on the My Care tab and clicking Estimate Cost of Care located on the left menu.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:31:29.550Z", - "text": "That’s interesting. What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:31:29.551Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:31:52.902Z", - "text": "I see… I’d like to talk to someone about what would be best for me", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:31:52.903Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:32:04.033Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:32:04.034Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:32:13.815Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:32:13.816Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:32:26.620Z", - "text": "pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:32:26.621Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-10T16:32:26.904Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:32:30.170Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-05-10T16:41:22.199Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:41:23.000Z", - "text": "Adam has exited the session.", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-10T16:41:23.000Z", - "text": "The conversation has been ended.", - "type": "SYSTEM_MESSAGE" - } - } - ] - }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "locale": null, + "systemId": "1000208", + "__typename": "Email", + "messageId": "<437eef5a128e5a4e0a598a38f8be5776@bemessaged.com>", + "threadId": "1000456", + "sentDate": "2022-05-31T18:52:34Z", + "receivedDate": "2022-05-31T18:52:34Z", + "subject": "follow up question about Claim", + "body": "follow up question about Claim\n\nTHanks,\n\nPeter.\n", + "fromAddress": "pmorton@bemessaged.com", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "Member Services Contact Center", + "attachmentCount": 0, + "isDuplicate": false }, "outcome": { "totalCount": 1, "edges": [ { "node": { - "text": "Transferred to another agent", + "text": "A whitemail was sent to the relevant parties", "isActive": true, "isVisible": true } } ] }, - "customer": null, - "queue": null + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Peter", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Member Services Contact Center", + "orgScope": "organisat_memberservicescontac" + } } }, { "node": { - "systemId": "1006555", - "startTime": "2023-05-12T18:46:42.962Z", - "endTime": "2023-05-12T18:49:10.228Z", + "systemId": "1010065", + "startTime": "2023-04-27T13:50:48.429Z", + "endTime": "2023-04-27T14:45:12.361Z", "direction": "INBOUND", "handledBy": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington", + "username": "pmorton", + "firstName": "Peter", + "lastName": "Morton", "nickname": null, "orgScope": "organisat" }, - "activeDuration": 127, + "activeDuration": 3210, "notes": null, "interaction": { - "locale": "en-GB", - "systemId": "1000450", + "locale": null, + "systemId": "1000700", "__typename": "ConversationFragment", - "conversationId": "97ed269e-e59a-31d4-a2f2-15c17cf5cad4", + "conversationId": "6f0d8d62-1a60-3c10-ba69-b5bab7c46956", + "subChannel": "LIVECHAT", "entryPoint": "VerintChat", "messages": { - "totalCount": 21, + "totalCount": 10, "edges": [ { "node": { @@ -18542,8 +21082,8 @@ export default { "sender": { "name": "Peter Morton" }, - "sentTime": "2023-05-12T18:44:19.665Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", + "sentTime": "2023-01-18T19:20:51.272Z", + "text": "I would like to discuss my account", "type": "STANDARD_MESSAGE" } }, @@ -18553,184 +21093,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-12T18:44:19.666Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:44:26.149Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:44:26.150Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:44:42.936Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:44:42.937Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:45:01.155Z", - "text": "What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:45:01.156Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:45:41.424Z", - "text": "I would like to talk to someone", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:45:41.425Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:45:48.460Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:45:48.461Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:45:50.531Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:45:50.532Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:45:59.583Z", - "text": "Pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:45:59.584Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:46:00.623Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:46:42.952Z", - "text": "Session started between Peter Morton and Adam", + "sentTime": "2023-01-18T19:21:28.527Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -18740,12 +21104,49 @@ export default { "sender": { "agent": { "username": "ccagent", - "firstName": "Adam", + "firstName": "Christine", "lastName": "Swan-Eglington" } }, - "sentTime": "2023-05-12T18:48:43.950Z", - "text": "I hope that I was able to help you today. Please re-contact us if you require further assistance.", + "sentTime": "2023-01-18T19:21:49.47Z", + "text": "okay", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2023-01-18T19:22:09.646Z", + "text": "item on backorder", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccagent", + "firstName": "Christine", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2023-01-18T19:22:34.765Z", + "text": "okay let me help you with that backorder", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "Peter Morton" + }, + "sentTime": "2023-01-18T19:23:01.559Z", + "text": "remember to turn on the backorder rule :)", "type": "STANDARD_MESSAGE" } }, @@ -18755,8 +21156,8 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-12T18:48:45.000Z", - "text": "Adam has exited the session.", + "sentTime": "2023-04-27T13:50:45.708Z", + "text": "Session started between Peter Morton and VerintChat", "type": "SYSTEM_MESSAGE" } }, @@ -18766,22 +21167,43 @@ export default { "sender": { "name": "System" }, - "sentTime": "2023-05-12T18:48:45.000Z", + "sentTime": "2023-05-19T19:43:51.464Z", + "text": "Session started between Peter Morton and VerintChat", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-05-19T19:44:35Z", + "text": "VerintChat has exited the session.", + "type": "SYSTEM_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-05-19T19:44:35Z", "text": "The conversation has been ended.", "type": "SYSTEM_MESSAGE" } } ] }, - "referrerUrl": "https://example.domain.com/livechat/liveChat.html", - "subChannel": "LIVECHAT" + "referrerUrl": null }, "outcome": { "totalCount": 1, "edges": [ { "node": { - "text": "The agent ended the chat session.", + "text": "Agent Session Ended Unexpectedly", "isActive": true, "isVisible": false } @@ -18793,8 +21215,8 @@ export default { "edges": [ { "node": { - "ref": "CC1000000", - "firstName": "Peter ", + "ref": "CC1000050", + "firstName": "Peter", "lastName": "Morton" } } @@ -18805,2940 +21227,6 @@ export default { "orgScope": "organisat" } } - }, - { - "node": { - "systemId": "1006556", - "startTime": "2023-05-12T18:44:19.665Z", - "endTime": "2023-05-12T18:45:59.584Z", - "direction": "INBOUND", - "handledBy": null, - "activeDuration": 0, - "notes": null, - "interaction": { - "locale": "en-GB", - "systemId": "1000450", - "__typename": "ConversationFragment", - "conversationId": "97ed269e-e59a-31d4-a2f2-15c17cf5cad4", - "entryPoint": "VerintChat", - "messages": { - "totalCount": 21, - "edges": [ - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:44:19.665Z", - "text": "I was wondering if my kid’s dental will be covered by any of your plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:44:19.666Z", - "text": "Is your child over or under the age of 19?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:44:26.149Z", - "text": "Under 19", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:44:26.150Z", - "text": "Pediatric dental benefits are in-network coverage only for children up to age 19. In-network benefits are only paid when visiting a United Concordia provider. Independence Blue Cross dental plans are administered by United Concordia, an independent company.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:44:42.936Z", - "text": "he had a crown come out recently, would that be covered?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:44:42.937Z", - "text": "Major dental services such as crowns, inlays, onlays, and prosthetics are covered at 50%.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:45:01.155Z", - "text": "What are the differences in plans?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:45:01.156Z", - "text": "We have many different plans available. To see a comparison if each of our offerings please view our Health plans comparison chart.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:45:41.424Z", - "text": "I would like to talk to someone", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:45:41.425Z", - "text": "Before we connect you to member services, we will need some additional information: What is your first name?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:45:48.460Z", - "text": "Peter", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:45:48.461Z", - "text": "What is your last Name", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:45:50.531Z", - "text": "Morton", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:45:50.532Z", - "text": "What is your email address?", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:45:59.583Z", - "text": "Pmorton@bemessaged.com", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:45:59.584Z", - "text": "Thank you, one moment while I connect you to an Agent.", - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "Peter Morton" - }, - "sentTime": "2023-05-12T18:46:00.623Z", - "text": null, - "type": "STANDARD_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "name": "System" - }, - "sentTime": "2023-05-12T18:46:42.952Z", - "text": "Session started between Peter Morton and Adam", - "type": "SYSTEM_MESSAGE" - } - }, - { - "node": { - "attachment": null, - "sender": { - "agent": { - "username": "ccagent", - "firstName": "Adam", - "lastName": "Swan-Eglington" - } - }, - "sentTime": "2023-05-12T18:48:43.950Z", - "text": "I hope that I was able to help you today. 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