AccountId: 011433970860
ContactId: 250c392c-7b68-4fcd-8566-5eb325d0413b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181000 ms
Total Talk Time (AGENT): 52544 ms
Total Talk Time (CUSTOMER): 94249 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/250c392c-7b68-4fcd-8566-5eb325d0413b_20250625T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon, I'm calling from Leading Edge Dermatology. I just need to check uh benefits and eligibility for one of our patients, please.
[AGENT][POSITIVE] OK, I can help you with benefits and eligibility. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], spells as [PII] E. initial is [PII]. And my direct number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yup, that will be
[CUSTOMER][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] I have 02, 0 hold on. 02511140 ML 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, it's for [PII], uh [PII].
[AGENT][NEUTRAL] It's not a guarantee of payment basic outline of the policy. I show your policy is active and effective [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you said for office visit and treatment rendered in office?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, um, specialist office visit to be exact.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, for this policy, they don't have coverage for the actual office visit, but it will cover treatment in the office, um, up to $750 per calendar day, and it's not a guaranteed payment basic outline.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] 750 is the maximum amount covered?
[AGENT][NEUTRAL] Yes, um, this is a secondary, um, gap policy.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh, OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yeah, so that's the only information that um we can get.
[AGENT][NEUTRAL] Um, what do you mean?
[CUSTOMER][NEUTRAL] I mean, um, no referral, right? Just like the primary insurance, um, since it's a secondary, so that's it. There's no other information pertinent information. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. All right. So can I just have um the reference number for the call, please?
[AGENT][NEUTRAL] Uh, reference number is my name is [PII], first initial to last name [PII], and today's date.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Alright perfect thank you so much I appreciate your help, Miss [PII].
[AGENT][POSITIVE] OK, thanks for calling AT. You too. Bye-bye.
[CUSTOMER][POSITIVE] You have a great day.
[CUSTOMER][NEUTRAL] Mhm. OK.