AccountId: 011433970860
ContactId: 29d558bd-f244-4abc-ba87-b19e488920a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132410 ms
Total Talk Time (AGENT): 61950 ms
Total Talk Time (CUSTOMER): 38581 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/29d558bd-f244-4abc-ba87-b19e488920a6_20250512T14:23_UTC.wav
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[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Flores dermatology regarding a mutual patient. Wanted to know if um the APL secondary covers the primary deductible and copay.
[AGENT][NEUTRAL] OK, I can help you with benefits for a patient, Ms. [PII], can I please get your call back number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Oh [PII] [PII].
[AGENT][NEUTRAL] And then may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is.
[CUSTOMER][NEUTRAL] 02611520
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy with us. The effective date of the policy is [PII], and this is just to verify benefits. It's not a guarantee of payment. This is a supplemental insurance policy that's billed secondary to the primary, and it does help with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK, perfect. May I please have a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you [PII] have a great day.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] That'll be all thank you.
[AGENT][POSITIVE] Alright well you take care and have a wonderful week and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.