AccountId: 011433970860
ContactId: 37e7de95-c819-4751-ad3f-e4ab14bfb7c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170559 ms
Total Talk Time (AGENT): 76520 ms
Total Talk Time (CUSTOMER): 50634 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/37e7de95-c819-4751-ad3f-e4ab14bfb7c1_20250205T14:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to verify uh patients um benefits and eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with benefits and eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] [PII] doesn't.
[AGENT][NEUTRAL] Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And um where are you calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] dermatology group of Florida.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01842070 ML 8.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment, and this is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And for the benefits, we cover office treatment. We do not cover the office visit, but we do cover office treatments or procedure. This is subject to the outpatient maximum which is 7900 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] Sorry, you were breaking up on the last part.
[CUSTOMER][NEUTRAL] Can you repeat it please?
[AGENT][NEUTRAL] OK, the calendar year maximum, yes, calendar year maximum is 7900 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK, and you said it doesn't cover an office visit only procedures?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Hi, um, I have
[CUSTOMER][NEUTRAL] No thank you have a great day.
[AGENT][POSITIVE] You as well thank you for calling APR. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] You