diff --git a/.env b/.env index 201b3d9..83817bc 100644 --- a/.env +++ b/.env @@ -2,6 +2,9 @@ EO_API_USERNAME = apiclient EO_API_PASSWORD = apiclient12345 EO_API_SCOPE = oidc tags context_entitlements content_entitlements em_api_access EO_API_CLIENT_ID = default -EO_API_CLIENT_SECRET = +EO_API_CLIENT_SECRET = asd EO_API_ACCESS_TOKEN_URL = https://em5.verint.training/oidc-token-service/default/token EO_API_UDG_URL = https://em5.verint.training/unified-data-gateway/default/graphql + +JWT_SECRET = 12356789 +PORT = 3000 \ No newline at end of file diff --git a/.eslintrc.js b/.eslintrc.js index 597ca3a..6e82b22 100644 --- a/.eslintrc.js +++ b/.eslintrc.js @@ -10,12 +10,13 @@ module.exports = { }, files: [".eslintrc.{js,cjs}"], parserOptions: { - sourceType: "script", + sourceType: "module", }, }, ], parserOptions: { ecmaVersion: "latest", + sourceType: "module", }, rules: {}, }; diff --git a/nodemon.json b/nodemon.json new file mode 100644 index 0000000..a0e3c0e --- /dev/null +++ b/nodemon.json @@ -0,0 +1,16 @@ +{ + "restartable": "rs", + "watch": ["src", ".env"], + "ext": "js,ts,json", + "execMap": { + "js": "node --harmony" + }, + "ignore": [".git", "node_modules/**/node_modules"], + "events": { + "restart": "osascript -e 'display notification \"App restarted due to:\n'$FILENAME'\" with title \"nodemon\"'" + }, + "verbose": true, + "env": { + "NODE_ENV": "development" + } +} diff --git a/package-lock.json b/package-lock.json index ff247ae..16c9114 100644 --- a/package-lock.json +++ b/package-lock.json @@ -10,13 +10,16 @@ "license": "ISC", "dependencies": { "axios": "^1.1.2", + "compression": "^1.7.4", "cors": "^2.8.5", "dotenv": "^16.0.3", "express": "^4.18.2", "express-session": "^1.17.3", + "helmet": "^7.0.0", "morgan": "^1.10.0", "nodemon": "^1.14.9", - "query-string": "^7.1.1" + "query-string": "^7.1.1", + "winston": "^3.9.0" }, "devDependencies": { "eslint": "^8.43.0", @@ -28,6 +31,24 @@ "prettier": "2.8.8" } }, + "node_modules/@colors/colors": { + 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"https://registry.npmjs.org/readable-stream/-/readable-stream-3.6.2.tgz", + "integrity": "sha512-9u/sniCrY3D5WdsERHzHE4G2YCXqoG5FTHUiCC4SIbr6XcLZBY05ya9EKjYek9O5xOAwjGq+1JdGBAS7Q9ScoA==", + "requires": { + "inherits": "^2.0.3", + "string_decoder": "^1.1.1", + "util-deprecate": "^1.0.1" + } + } + } + }, "word-wrap": { "version": "1.2.3", "resolved": "https://registry.npmjs.org/word-wrap/-/word-wrap-1.2.3.tgz", diff --git a/package.json b/package.json index 5f0b29f..aa8d278 100644 --- a/package.json +++ b/package.json @@ -5,10 +5,9 @@ "main": "index.js", "scripts": { "test": "echo \"Error: no test specified\" && exit 1", - "lint": "eslint --ext .js,.cjs --ignore-path .gitignore --fix .", + "lint": "eslint --ext .js,.cjs --ignore-path .gitignore --fix src/", "format": "prettier . --write", - "start": "node index.js", - "dev": "nodemon index.js", + "start": "nodemon src/app.js", "build": "docker buildx bake", "push": "docker buildx bake --push" }, @@ -17,13 +16,16 @@ "license": "ISC", "dependencies": { "axios": "^1.1.2", + "compression": "^1.7.4", "cors": "^2.8.5", "dotenv": "^16.0.3", "express": "^4.18.2", "express-session": "^1.17.3", + "helmet": "^7.0.0", "morgan": "^1.10.0", "nodemon": "^1.14.9", - "query-string": "^7.1.1" + "query-string": "^7.1.1", + "winston": "^3.9.0" }, "devDependencies": { "eslint": "^8.43.0", @@ -33,5 +35,6 @@ "eslint-plugin-n": "^16.0.1", "eslint-plugin-promise": "^6.1.1", "prettier": "2.8.8" - } + }, + "type": "module" } diff --git a/routes/interactions-flow.js b/routes/interactions-flow.js deleted file mode 100644 index 8896842..0000000 --- a/routes/interactions-flow.js +++ /dev/null @@ -1,227 +0,0 @@ -const express = require("express"); -const router = express.Router(); - -router.get("/", (req, res) => { - const data = { - nodes: [ - { - name: "Email", - category: "Channel", - }, - { - name: "Messaging", - category: "Channel", - }, - { - name: "Legacy Live Chat", - category: "Channel", - }, - { - name: "Live Chat", - category: "Sub-Channel", - }, - { - name: "Facebook Messenger", - category: "Sub-Channel", - }, - { - name: "Twitter DM", - category: "Sub-Channel", - }, - { - name: "WhatsApp", - category: "Sub-Channel", - }, - { - name: "Other", - category: "Sub-Channel", - }, - { - name: "Default", - category: "Queue", - }, - { - name: "General Enquires", - category: "Queue", - }, - { - name: "Complaints", - category: "Queue", - }, - { - name: "Case Closed", - category: "Outcome", - }, - { - name: "Case Updated", - category: "Outcome", - }, - { - name: "Completed", - category: "Outcome", - }, - { - name: "Escalated to Manager", - category: "Outcome", - }, - { - name: "No need for response", - category: "Outcome", - }, - ], - links: [ - { - source: "Email", - target: "Default", - value: 342, - }, - { - source: "Messaging", - target: "Live Chat", - value: 232, - }, - { - source: "Messaging", - target: "Facebook Messenger", - value: 623, - }, - { - source: "Messaging", - target: "Twitter DM", - value: 434, - }, - { - source: "Messaging", - target: "WhatsApp", - value: 1243, - }, - { - source: "Messaging", - target: "Other", - value: 150, - }, - { - source: "Live Chat", - target: "Default", - value: 132, - }, - { - source: "Live Chat", - target: "Complaints", - value: 90, - }, - { - source: "Live Chat", - target: "General Enquires", - value: 42, - }, - { - source: "WhatsApp", - target: "Default", - value: 343, - }, - { - source: "WhatsApp", - target: "Complaints", - value: 300, - }, - { - source: "WhatsApp", - target: "General Enquires", - value: 523, - }, - { - source: "Facebook Messenger", - target: "Default", - value: 143, - }, - { - source: "Facebook Messenger", - target: "Complaints", - value: 200, - }, - { - source: "Facebook Messenger", - target: "General Enquires", - value: 323, - }, - { - source: "Twitter DM", - target: "Default", - value: 143, - }, - { - source: "Twitter DM", - target: "Complaints", - value: 50, - }, - { - source: "Twitter DM", - target: "General Enquires", - value: 223, - }, - { - source: "General Enquires", - target: "Case Closed", - value: 421, - }, - { - source: "General Enquires", - target: "Completed", - value: 612, - }, - { - source: "General Enquires", - target: "Escalated to Manager", - value: 23, - }, - { - source: "General Enquires", - target: "No need for response", - value: 241, - }, - { - source: "Complaints", - target: "Case Closed", - value: 21, - }, - { - source: "Complaints", - target: "Completed", - value: 12, - }, - { - source: "Complaints", - target: "Escalated to Manager", - value: 3, - }, - { - source: "Complaints", - target: "No need for response", - value: 41, - }, - { - source: "Default", - target: "Completed", - value: 41, - }, - { - source: "Default", - target: "Case Updated", - value: 410, - }, - { - source: "General Enquires", - target: "Case Updated", - value: 50, - }, - { - source: "Complaints", - target: "Case Updated", - value: 410, - }, - ], - }; - res.send(data) -}); -module.exports = router; diff --git a/routes/config.js b/src/api/routes/config.js similarity index 80% rename from routes/config.js rename to src/api/routes/config.js index eda1a42..31ddbde 100644 --- a/routes/config.js +++ b/src/api/routes/config.js @@ -1,5 +1,5 @@ -const express = require("express"); -const router = express.Router(); +import { Router } from "express"; +const router = Router(); router.get("/", (req, res) => { const config = { @@ -15,6 +15,6 @@ router.get("/", (req, res) => { udg: process.env.EO_API_UDG_URL, }, }; - res.send(config) + res.send(config); }); -module.exports = router; +export default router; diff --git a/src/api/routes/index.js b/src/api/routes/index.js new file mode 100644 index 0000000..f6307e5 --- /dev/null +++ b/src/api/routes/index.js @@ -0,0 +1,11 @@ +import { Router } from "express"; +import config from "./config.js"; +import interactionsFlows from "./interactions-flow.js"; +import udg from "./unified-data-gateway.js"; +const router = Router(); + +router.use("/config", config); +router.use("/interactions-flow", interactionsFlows); +router.use("/unified-data-gateway", udg); + +export default router; diff --git a/src/api/routes/interactions-flow.js b/src/api/routes/interactions-flow.js new file mode 100644 index 0000000..969a811 --- /dev/null +++ b/src/api/routes/interactions-flow.js @@ -0,0 +1,157 @@ +import { Router } from "express"; +import sampleFlow from "../../utils/sampleFlow.js"; +import sampleUDG from "../../utils/sampleUDGresponse.js"; +import { logger } from "../../utils/index.js"; +const router = Router(); + +router.get("/", (req, res) => { + const filter = req.query.filter; + + // nodes + var channels = []; + var queues = []; + var outcomes = []; + + // links + var channel_queue_links = {}; + var channel_outcome_links = {}; + var queue_outcome_links = {}; + + sampleUDG.data.findContactsCompletedBetween.edges.forEach((value) => { + const hasChannel = value.node.interaction.__typename ? true : false; + const hasQueue = value.node.queue ? true : false; + const hasOutcome = value.node.outcome ? true : false; + + // NODES + if ( + hasChannel && + channels.indexOf(value.node.interaction.__typename) == -1 + ) { + channels.push(value.node.interaction.__typename); + } + + if (hasQueue) { + const queue = JSON.stringify(value.node.queue); + if (queues.indexOf(queue) == -1) { + queues.push(queue); + } + + if (hasChannel) { + const key = + value.node.interaction.__typename + JSON.stringify(value.node.queue); + + if (channel_queue_links[key]) { + channel_queue_links[key].value++; + } else { + channel_queue_links[key] = { + source: value.node.interaction.__typename, + target: JSON.stringify(value.node.queue), + value: 1, + }; + } + } + } + + if (hasOutcome) { + value.node.outcome.edges.forEach((element) => { + var outcome = element.node.text; + + if (outcomes.indexOf(outcome) == -1) { + outcomes.push(outcome); + } + + if (hasQueue) { + var key = outcome+JSON.stringify(value.node.queue); + + if (queue_outcome_links[key]) { + queue_outcome_links[key].value++; + } else { + queue_outcome_links[key] = { + source: JSON.stringify(value.node.queue), + target: outcome, + value: 1, + }; + } + } + + if (hasChannel) { + key = outcome+value.node.interaction.__typename; + + if (channel_outcome_links[key]) { + channel_outcome_links[key].value++; + } else { + channel_outcome_links[key] = { + source: value.node.interaction.__typename, + target: outcome, + value: 1, + }; + } + } + }); + } + }); + + logger.debug(`channels: ${JSON.stringify(channels)}`); + logger.debug(`queues: ${JSON.stringify(queues)}`); + logger.debug(`channel_queue_links: ${JSON.stringify(channel_queue_links)}`); + logger.debug(`outcomes: ${JSON.stringify(outcomes)}`); + + if (req.query.useSampleData) { + const data = sampleFlow(filter); + res.send(data); + return; + } + + var data = { + nodes: [], + links: [], + }; + + if (filter.includes("Channel")) { + channels.forEach((value) => { + data.nodes.push({ + name: value, + category: "Channel", + }); + }); + } + + if (filter.includes("Queue")) { + queues.forEach((value) => { + data.nodes.push({ + name: value, + category: "Queue", + }); + }); + } + + if (filter.includes("Outcome")) { + outcomes.forEach((value) => { + data.nodes.push({ + name: value, + category: "Outcome", + }); + }); + } + + if (filter.includes("Channel") && filter.includes("Queue")) { + Object.values(channel_queue_links).forEach((element) => { + data.links.push(element); + }); + } + + if (filter.includes("Queue") && filter.includes("Outcome")) { + Object.values(queue_outcome_links).forEach((element) => { + data.links.push(element); + }); + } + + if (filter.includes("Channel") && filter.includes("Outcome") && !filter.includes("Queue")) { + Object.values(channel_outcome_links).forEach((element) => { + data.links.push(element); + }); + } + + res.send(data); +}); +export default router; diff --git a/routes/unified-data-gateway.js b/src/api/routes/unified-data-gateway.js similarity index 96% rename from routes/unified-data-gateway.js rename to src/api/routes/unified-data-gateway.js index 384187a..3ae4349 100644 --- a/routes/unified-data-gateway.js +++ b/src/api/routes/unified-data-gateway.js @@ -1,8 +1,9 @@ -const express = require("express"); -const router = express.Router(); -const axios = require("axios"); -const url = require("url"); -const util = require("util"); +import { Router } from "express"; +import axios from "axios"; +import { URLSearchParams } from "url"; +import { inspect } from "util"; + +const router = Router(); router.get("/", (req, res) => { // token in session -> get user data and send it back to the vue app @@ -11,7 +12,7 @@ router.get("/", (req, res) => { } // no token -> send nothing else { - const params = new url.URLSearchParams({ + const params = new URLSearchParams({ grant_type: "password", username: process.env.EO_API_USERNAME, password: process.env.EO_API_PASSWORD, @@ -212,7 +213,7 @@ router.get("/", (req, res) => { if (result.data) { console.log( - util.inspect(summary, { + inspect(summary, { showHidden: false, depth: null, colors: true, @@ -235,7 +236,6 @@ router.get("/", (req, res) => { }); } }); -module.exports = router; function sendError(err, res) { console.error(err); let errStatus = 500; @@ -250,3 +250,4 @@ function sendError(err, res) { ], }); } +export default router; diff --git a/src/app.js b/src/app.js new file mode 100644 index 0000000..5fbcacf --- /dev/null +++ b/src/app.js @@ -0,0 +1,17 @@ +import express from "express"; +import config from "./config/index.js"; +import loader from "./loaders/index.js"; + +const app = express(); + +loader(app); + +app.listen(config.port, (err) => { + if (err) { + console.log(err); + return process.exit(1); + } + console.log(`Server is running on ${config.port}`); +}); + +export default app; diff --git a/src/config/index.js b/src/config/index.js new file mode 100644 index 0000000..de3f7e9 --- /dev/null +++ b/src/config/index.js @@ -0,0 +1,38 @@ +import dotenv from 'dotenv'; + +// Set the NODE_ENV to 'development' by default +process.env.NODE_ENV = process.env.NODE_ENV || "development"; + +const envFound = dotenv.config(); +if (envFound.error) { + // This error should crash whole process + + throw new Error("⚠️ Couldn't find .env file ⚠️"); +} + +export default { + /** + * Your favorite port + */ + port: parseInt(process.env.PORT, 10), + + /** + * Your secret sauce + */ + jwtSecret: process.env.JWT_SECRET, + jwtAlgorithm: process.env.JWT_ALGO, + + /** + * Used by winston logger + */ + logs: { + level: process.env.LOG_LEVEL || "silly", + }, + + /** + * API configs + */ + api: { + prefix: "/api", + }, +}; diff --git a/index.js b/src/index.js similarity index 100% rename from index.js rename to src/index.js diff --git a/src/loaders/express.js b/src/loaders/express.js new file mode 100644 index 0000000..ac2292d --- /dev/null +++ b/src/loaders/express.js @@ -0,0 +1,99 @@ +import express from "express"; +import cors from "cors"; +import compression from "compression"; +import morgan from "morgan"; +import helmet from "helmet"; +import config from "./../config/index.js"; +import routes from "./../api/routes/index.js"; +import { logger } from "../utils/index.js"; +// import { rateLimiter } from '../api/middlewares/index.js'; +import bodyParser from "body-parser"; +import session from "express-session"; + +export default (app) => { + logger.info("Loading Express ..."); + process.on("uncaughtException", async (error) => { + logger.error(error); + }); + + process.on("unhandledRejection", async (ex) => { + logger.error(ex); + }); + + if (!config.jwtSecret) { + logger.crit("Jwtprivatekey is not defined"); + process.exit(1); + } + + app.enable("trust proxy"); + // app.use(cors()); + + app.use(cors({ origin: true, credentials: true })); + app.use(bodyParser.urlencoded({ extended: false })); + app.use(bodyParser.json()); + app.use(morgan("dev")); + app.use(helmet()); + app.use(compression()); + app.use(express.static("public")); + app.disable("x-powered-by"); + app.disable("etag"); + app.use( + session({ + secret: "1234567890", // don't use this secret in prod :) + resave: false, + saveUninitialized: false, + cookie: { + secure: "auto", + httpOnly: true, + maxAge: 3600000, + }, + }) + ); + + // app.use(rateLimiter); + logger.info(`Mounting routes on ${config.api.prefix}`); + app.use(config.api.prefix, routes); + + app.get("/", (_req, res) => { + return res + .status(200) + .json({ + resultMessage: { + en: "Project is successfully working...", + }, + resultCode: "00004", + }) + .end(); + }); + + app.use((req, res, next) => { + // res.header("Access-Control-Allow-Origin", "*"); + // res.header( + // "Access-Control-Allow-Headers", + // "Origin, X-Requested-With, Content-Type, Accept, Authorization" + // ); + // res.header("Content-Security-Policy-Report-Only", "default-src: https:"); + // if (req.method === "OPTIONS") { + // res.header("Access-Control-Allow-Methods", "PUT POST PATCH DELETE GET"); + // return res.status(200).json({}); + // } + next(); + }); + + app.use((_req, _res, next) => { + const error = new Error("Endpoint could not find!"); + error.status = 404; + next(error); + }); + + app.use((error, req, res) => { + res.status(error.status || 500); + logger.error(error.message); + return res.json({ + resultMessage: { + en: error.message, + tr: error.message, + }, + }); + }); +}; diff --git a/src/loaders/index.js b/src/loaders/index.js new file mode 100644 index 0000000..cc6611e --- /dev/null +++ b/src/loaders/index.js @@ -0,0 +1,5 @@ +import expressLoader from "./express.js"; + +export default async (app) => { + expressLoader(app); +}; diff --git a/src/utils/index.js b/src/utils/index.js new file mode 100644 index 0000000..c925577 --- /dev/null +++ b/src/utils/index.js @@ -0,0 +1 @@ +export { default as logger } from "./logger.js"; diff --git a/src/utils/logger.js b/src/utils/logger.js new file mode 100644 index 0000000..582ae44 --- /dev/null +++ b/src/utils/logger.js @@ -0,0 +1,32 @@ +import winston from "winston"; +import config from "../config/index.js"; + +const transports = []; +if (process.env.NODE_ENV !== "development") { + transports.push(new winston.transports.Console()); +} else { + transports.push( + new winston.transports.Console({ + format: winston.format.combine( + winston.format.cli(), + winston.format.splat() + ), + }) + ); +} + +const LoggerInstance = winston.createLogger({ + level: config.logs.level, + levels: winston.config.npm.levels, + format: winston.format.combine( + winston.format.timestamp({ + format: "YYYY-MM-DD HH:mm:ss", + }), + winston.format.errors({ stack: true }), + winston.format.splat(), + winston.format.json() + ), + transports, +}); + +export default LoggerInstance; diff --git a/src/utils/sampleFlow.js b/src/utils/sampleFlow.js new file mode 100644 index 0000000..1f9c3cf --- /dev/null +++ b/src/utils/sampleFlow.js @@ -0,0 +1,207 @@ +import { logger } from "../utils/index.js"; + +export default function generate(filter) { + filter = filter ? filter : "Channel, Sub-Channel, Queue, Outcome"; + logger.info(`Generating sample data for ${filter}`); + + var data = { + nodes: [], + links: [], + }; + + const channels = ["Email", "Messaging", "Legacy Live Chat"]; + const subChannels = ["Live Chat", "Facebook Messenger", "Twitter DM", "WhatsApp","Other"]; + const queues = ["General Enquiries", "Complaints", "Default"]; + const outcomes = ["No need for response", "Case Updated", "Escalated to Manager"]; + + if (filter.includes("Channel")) { + channels.forEach((value) => { + data.nodes.push({ + name: value, + category: "Channel", + }); + }); + } + + if (filter.includes("Sub-Channel")) { + subChannels.forEach((value) => { + data.nodes.push({ + name: value, + category: "Sub-Channel", + }); + }); + } + + if (filter.includes("Queue")) { + queues.forEach((value) => { + data.nodes.push({ + name: value, + category: "Queue", + }); + }); + } + + if (filter.includes("Outcome")) { + outcomes.forEach((value) => { + data.nodes.push({ + name: value, + category: "Outcome", + }); + }); + } + + data.links.push( + { + source: "Email", + target: "Default", + value: 342, + }, + { + source: "Messaging", + target: "Live Chat", + value: 232, + }, + { + source: "Messaging", + target: "Facebook Messenger", + value: 623, + }, + { + source: "Messaging", + target: "Twitter DM", + value: 434, + }, + { + source: "Messaging", + target: "WhatsApp", + value: 1243, + }, + { + source: "Messaging", + target: "Other", + value: 150, + }, + { + source: "Live Chat", + target: "Default", + value: 132, + }, + { + source: "Live Chat", + target: "Complaints", + value: 90, + }, + { + source: "Live Chat", + target: "General Enquires", + value: 42, + }, + { + source: "WhatsApp", + target: "Default", + value: 343, + }, + { + source: "WhatsApp", + target: "Complaints", + value: 300, + }, + { + source: "WhatsApp", + target: "General Enquires", + value: 523, + }, + { + source: "Facebook Messenger", + target: "Default", + value: 143, + }, + { + source: "Facebook Messenger", + target: "Complaints", + value: 200, + }, + { + source: "Facebook Messenger", + target: "General Enquires", + value: 323, + }, + { + source: "Twitter DM", + target: "Default", + value: 143, + }, + { + source: "Twitter DM", + target: "Complaints", + value: 50, + }, + { + source: "Twitter DM", + target: "General Enquires", + value: 223, + }, + { + source: "General Enquires", + target: "Case Closed", + value: 421, + }, + { + source: "General Enquires", + target: "Completed", + value: 612, + }, + { + source: "General Enquires", + target: "Escalated to Manager", + value: 23, + }, + { + source: "General Enquires", + target: "No need for response", + value: 241, + }, + { + source: "Complaints", + target: "Case Closed", + value: 21, + }, + { + source: "Complaints", + target: "Completed", + value: 12, + }, + { + source: "Complaints", + target: "Escalated to Manager", + value: 3, + }, + { + source: "Complaints", + target: "No need for response", + value: 41, + }, + { + source: "Default", + target: "Completed", + value: 41, + }, + { + source: "Default", + target: "Case Updated", + value: 410, + }, + { + source: "General Enquires", + target: "Case Updated", + value: 50, + }, + { + source: "Complaints", + target: "Case Updated", + value: 410, + } + ); + + return data; +} diff --git a/src/utils/sampleUDGresponse.js b/src/utils/sampleUDGresponse.js new file mode 100644 index 0000000..a15fe58 --- /dev/null +++ b/src/utils/sampleUDGresponse.js @@ -0,0 +1,21746 @@ +export default { + "errors": [ + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[4]/node/customer) : An unknown error occurred during execution", + "locations": [ + { + "line": 94, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 4, + "node", + "customer" + ], + "extensions": { + "classification": "DataFetchingException" + } + }, + { + "message": "Exception while fetching data (/findContactsCompletedBetween/edges[4]/node/queue) : An unknown error occurred during execution", + "locations": [ + { + "line": 104, + "column": 9 + } + ], + "path": [ + "findContactsCompletedBetween", + "edges", + 4, + "node", + "queue" + ], + "extensions": { + "classification": "DataFetchingException" + } + } + ], + "data": { + "findContactsCompletedBetween": { + "totalCount": 108, + "edges": [ + { + "node": { + "systemId": "1000055", + "startTime": "2023-03-17T18:17:46.395Z", + "endTime": "2023-03-17T18:19:55.374Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Adam", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 127, + "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", + "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, + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccmary", + "firstName": "Mary", + "lastName": "Zee" + } + }, + "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, + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "agent": { + "username": "ccmary", + "firstName": "Mary", + "lastName": "Zee" + } + }, + "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", + "direction": "INBOUND", + "handledBy": null, + "activeDuration": 0, + "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": "Customer abandoned while queuing", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1002834", + "startTime": "2023-04-13T03:37:19.290Z", + "endTime": "2023-04-13T03:37:30.093Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Adam", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 11, + "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": "1002836", + "startTime": "2023-04-13T03:37:38.328Z", + "endTime": "2023-04-13T03:37:53.342Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Adam", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 15, + "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": "Contacted party did not answer", + "isActive": true, + "isVisible": false + } + } + ] + }, + "customer": null, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1003348", + "startTime": "2023-04-14T03:42:21.559Z", + "endTime": "2023-04-14T03:55:09.125Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Adam", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 767, + "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": "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": 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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

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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 2023-04-17 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": "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": "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. 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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 2023-04-17 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. 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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 2023-04-17 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": "Case Updated", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "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. 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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.
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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", + "__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": "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": "1005809", + "startTime": "2023-04-19T14:57:55.440Z", + "endTime": "2023-04-19T15:01:43.677Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Adam", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 228, + "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": "Restored workitem", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Dean", + "lastName": "Vivian" + } + } + ] + }, + "queue": { + "name": "Pharmacy", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1005817", + "startTime": "2023-04-19T15:02:10.856Z", + "endTime": "2023-04-19T15:02:45.536Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Adam", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 35, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000200", + "__typename": "Email", + "messageId": "", + "threadId": "1000300", + "sentDate": "2023-04-19T15:01:04.000Z", + "receivedDate": "2023-04-19T15:01:04.000Z", + "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": "Reassigned to another agent", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Dean", + "lastName": "Vivian" + } + } + ] + }, + "queue": { + "name": "Pharmacy", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1005818", + "startTime": "2023-04-19T15:02:35.500Z", + "endTime": "2023-04-19T15:02:35.970Z", + "direction": "OUTBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Adam", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 25, + "notes": null, + "interaction": { + "locale": null, + "systemId": "1000201", + "__typename": "Email", + "messageId": "", + "threadId": "1000300", + "sentDate": "2023-04-19T15:02:35.467Z", + "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

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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", + "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", + "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": "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! 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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", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "customerservice@demo.verint.com", + "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": "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.
", + "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": 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 ", + "lastName": "Morton" + } + } + ] + }, + "queue": { + "name": "Default", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1006018", + "startTime": "2023-04-19T20:02:33.505Z", + "endTime": "2023-04-19T20:05:29.696Z", + "direction": "INBOUND", + "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! 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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. 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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. 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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. 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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. 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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": "2023-04-19T20:14:19.184Z", + "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. 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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", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "customerservice@demo.verint.com", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Enrollment - New Plan", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "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. 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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", + "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": "1006149", + "startTime": "2023-04-20T16:32:20.159Z", + "endTime": "2023-04-20T16:33:09.682Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Adam", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 49, + "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. 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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", + "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": "1006216", + "startTime": "2023-05-03T16:40:46.730Z", + "endTime": "2023-05-03T16:43:46.864Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Adam", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 178, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Some Details" + } + } + ] + }, + "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. 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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": "2023-05-03T16:39:37.591Z", + "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. 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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", + "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, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Add some notes\n" + } + } + ] + }, + "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! 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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": "2023-05-03T19:14:59.137Z", + "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. 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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": "2023-05-03T19:14:59.137Z", + "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. 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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", + "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, + "notes": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Some details" + } + } + ] + }, + "interaction": { + "locale": "en-GB", + "systemId": "1000350", + "__typename": "ConversationFragment", + "conversationId": "864a600d-3b30-38f7-9c5d-ccb2d6814be5", + "entryPoint": "VerintChat", + "messages": { + "totalCount": 27, + "edges": [ + { + "node": { + "attachment": null, + "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.", + "type": "STANDARD_MESSAGE" + } + }, + { + "node": { + "attachment": null, + "sender": { + "name": "System" + }, + "sentTime": "2023-05-10T01:33:10.849Z", + "text": "Sure I’d be happy to help. 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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": "2023-05-10T01:34:12.562Z", + "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. 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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. 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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", + "ccAddresses": [], + "bccAddresses": null, + "detectedLanguage": "en", + "mailboxName": "customerservice@demo.verint.com", + "attachmentCount": 0, + "isDuplicate": false + }, + "outcome": { + "totalCount": 1, + "edges": [ + { + "node": { + "text": "Enrollment - New Plan", + "isActive": true, + "isVisible": true + } + } + ] + }, + "customer": { + "totalCount": 1, + "edges": [ + { + "node": { + "ref": "CC1000050", + "firstName": "Dean", + "lastName": "Vivian" + } + } + ] + }, + "queue": { + "name": "Pharmacy", + "orgScope": "organisat" + } + } + }, + { + "node": { + "systemId": "1006468", + "startTime": "2023-05-10T15:00:30.574Z", + "endTime": "2023-05-10T15:01:02.384Z", + "direction": "INBOUND", + "handledBy": { + "username": "ccagent", + "firstName": "Adam", + "lastName": "Swan-Eglington", + "nickname": null, + "orgScope": "organisat" + }, + "activeDuration": 32, + "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", + "lastName": "Swan-Eglington" + } + }, + "sentTime": "2023-05-10T15:00:51.843Z", + "text": "I hope that I was able to help you today. 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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", + "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": "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. 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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. 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