AccountId: 011433970860
ContactId: 1cb3f1f5-aebd-4ab0-bb08-ed3f733f14b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86099 ms
Total Talk Time (AGENT): 41088 ms
Total Talk Time (CUSTOMER): 34527 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/1cb3f1f5-aebd-4ab0-bb08-ed3f733f14b0_20250219T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Dermatology Experts. I have a patient that has Blue Cross' primary and APL is secondary. Wanted to see if it covers deductible and copay, so I'm calling for benefits.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with benefits. Um, first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is gonna be.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's gonna be 131-8428 ML 8.
[AGENT][NEUTRAL] In place for
[CUSTOMER][NEUTRAL] And I would say outpatient because we're in office.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active and for office visits, um, we cover, let's see.
[AGENT][NEUTRAL] Actually, under this policy, office visits are not covered.
[AGENT][NEUTRAL] Norris treatment in the office.
[CUSTOMER][POSITIVE] Oh, so there's no point in this. OK, alright, thank you so much, have a good one, bye.
[AGENT][NEUTRAL] OK. Is there anything else