AccountId: 011433970860
ContactId: 338cecb5-2d0a-4f22-bb90-c198636fd4ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129449 ms
Total Talk Time (AGENT): 64561 ms
Total Talk Time (CUSTOMER): 50091 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/338cecb5-2d0a-4f22-bb90-c198636fd4ac_20250123T21:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. My name is [PII]. I am calling from Southeast Dermatology and I need to get benefits on the patient, please.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check benefits for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02107804.
[AGENT][POSITIVE] All right, thank you so much. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you so much. May I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. It's [PII] Her date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So patients plan is active. Effective date is [PII], or the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it just picks up whatever the other one doesn't?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or how is it? OK, but what's the network on this, please?
[AGENT][NEUTRAL] Uh, so there's no network required for usage. It just follows the primary.
[CUSTOMER][NEUTRAL] Yep, OK, so there's no plan type. It's not a PPO or anything like that.
[AGENT][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] OK, and can I get your um mailing address please?
[AGENT][NEUTRAL] Absolutely, uh, claims mailing address is going to be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I get a payer ID please?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] Awesome, can I get a reference number for the call please?
[AGENT][NEUTRAL] Call reference is my name with my last initial than today's date. My last initials [PII], first name is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect thank you so much Ms. [PII] have a great day.
[AGENT][NEUTRAL] You too, Lucy. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.