AccountId: 011433970860
ContactId: 1037764f-86ee-4ad6-a729-89f1fc588157
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95069 ms
Total Talk Time (AGENT): 39444 ms
Total Talk Time (CUSTOMER): 43678 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/1037764f-86ee-4ad6-a729-89f1fc588157_20250521T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Good afternoon, [PII]. My name is [PII]. I'm calling from Row Valley Dermatology. We're a mutual patient. I needed help verifying eligibility and benefits.
[AGENT][NEUTRAL] OK, I'm happy to check on benefits and eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] Regarding
[CUSTOMER][NEUTRAL] It's 01868846.
[AGENT][NEUTRAL] Alright, let me pull that up here.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Uh, so patient is active. Effective date is [PII]. We the member's secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Covers deductible and co-insurance, right?
[AGENT][NEUTRAL] Deductible. Yeah, deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, let me have the first initial to your last name please.
[AGENT][NEUTRAL] It's [PII], and my name with today's date would be the call reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Call reference alrighty thank you so much for your help today, [PII].
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.