AccountId: 011433970860
ContactId: 20a911a0-d3f5-42d0-9596-4b761eeefc5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154970 ms
Total Talk Time (AGENT): 81005 ms
Total Talk Time (CUSTOMER): 61390 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/20a911a0-d3f5-42d0-9596-4b761eeefc5c_20250326T12:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, you said your name was [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], hi, this is [PII] from Morse dermatology calling to get um eligibility for patient. This is for gap insurance you said.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so you're just needing the effective date and if the policy is active?
[CUSTOMER][NEUTRAL] Yeah, and if you cover her like a copay.
[AGENT][NEUTRAL] OK, spell your
[AGENT][NEUTRAL] OK, so eligibility and then a benefit for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes, specialist, mhm.
[AGENT][NEUTRAL] OK, spell your
[AGENT][NEUTRAL] Spell your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and what's the policy number, [PII], and a good phone number?
[CUSTOMER][NEUTRAL] 02152748 M as in Mary L.
[CUSTOMER][NEUTRAL] 8 and it's [PII].
[AGENT][NEUTRAL] Thank you. The policy number was 02152748.
[CUSTOMER][NEUTRAL] 0215 yes 2748 ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, let me give you the current policy number. This one is no longer active. The current policy number is 2581.
[AGENT][NEUTRAL] 442.
[AGENT][NEUTRAL] Effective [PII] show that this policy is currently active at this time.
[AGENT][NEUTRAL] And you said office visit or specialist office, so this policy covers outpatient and inpatient only uh service place of service 11 is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it covered outpatient surgery um service.
[AGENT][NEUTRAL] Such as emergency room, urgent care, diagnostic testing, service in a hospital or facility, surgery, those types of items, is considered outpatient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alrighty, so.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][NEUTRAL] That was it just a reference number, [PII].
[AGENT][NEUTRAL] Mhm. You'll use my name in today's date as reference [PII].
[AGENT][NEUTRAL] Oh NYA
[AGENT][NEUTRAL] First initial last name is [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] As in [PII], you're welcome and thank you for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.