AccountId: 011433970860
ContactId: 1d496c29-e1e5-4c65-99de-387cf43b96ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148320 ms
Total Talk Time (AGENT): 78976 ms
Total Talk Time (CUSTOMER): 45435 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/1d496c29-e1e5-4c65-99de-387cf43b96ac_20250429T18:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, I'm calling from Flores dermatology regarding a mutual patient for eligibility and benefits.
[AGENT][NEUTRAL] OK, I can check eligibility and benefits for you. Uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] What was that? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, um, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, 02.
[CUSTOMER][NEUTRAL] 464414
[CUSTOMER][NEUTRAL] I'm like it's not that.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you for verifying that. I can hear you much better now. Thank you.
[AGENT][NEUTRAL] Alright, um, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And of course I will let you know verification of coverage is not a guarantee of payment for claims. So the outpatient benefit is $4000 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK, so we don't collect, correct?
[CUSTOMER][NEUTRAL] It covers her co-pay?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, it goes towards co-pay, deductible and co-insurance as long as Major Medical is willing to pay this policy can.
[CUSTOMER][NEUTRAL] OK alrighty thank you for, may I please have a reference number?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] A R A. Last initial is [PII] Uh wasn't there anything else I could help you with?
[CUSTOMER][POSITIVE] That'll be all thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.