AccountId: 011433970860
ContactId: 38c6732c-6a4c-4a0b-bef8-693e6661cc33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161869 ms
Total Talk Time (AGENT): 52791 ms
Total Talk Time (CUSTOMER): 75660 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/38c6732c-6a4c-4a0b-bef8-693e6661cc33_20250623T20:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I am just calling to verify eligibility and benefit for a patient.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]. That's spelled [PII]. Last initial is [PII]. I am calling on behalf of Restoration dermatology. Phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, yes, the, uh, policy number is.
[CUSTOMER][NEUTRAL] 02640638
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And the date of service, did you say eligibility or claim status?
[CUSTOMER][NEUTRAL] Um, eligibility and benefits, um, his appointment will be on [PII].
[AGENT][NEUTRAL] OK, it looks like the policy is effective [PII]. It is active.
[AGENT][NEUTRAL] And you said that was for office visit, correct?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, office visit and uh maybe there will be a, a surgery done in the office.
[AGENT][NEUTRAL] OK. This is not a guarantee of payment. It's a basic outline of the policy. Um, for an office visit, um, it pays $100 per day, a max of 4 days per year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Surgery in the physician's office pays 250 per day, a max of 2 days per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are there any accumulations for the uh um visits for surgery?
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] No, there's not. He's got no history.
[CUSTOMER][NEUTRAL] Mm, OK, alright, OK, um, I just wanna confirm the uh name of the insurance is APL?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, alright, thank you for that. um, do you have the reference number for your call today?
[AGENT][NEUTRAL] The reference number is my name, [PII], first initial to last name [PII], and today's date. Anything else I can help with today?
[CUSTOMER][POSITIVE] Uh, no, by the way, thank you for the the information and you have a wonderful day. Bye.
[AGENT][POSITIVE] Thanks for calling. You too. Bye-bye.