AccountId: 011433970860
ContactId: 49775c9e-af29-4ddd-a359-33af2f42e0d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139339 ms
Total Talk Time (AGENT): 68296 ms
Total Talk Time (CUSTOMER): 44101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/49775c9e-af29-4ddd-a359-33af2f42e0d8_20250602T20:04_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from For Dermatology regarding a mutual patient for eligibility and benefits.
[AGENT][NEUTRAL] I can help with eligibility and benefits, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Oh, OK, thank you. And what is that, um, uh, policy number that we're looking at, please?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 0259746
[CUSTOMER][NEUTRAL] M as in mom, L as in Larry, A.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, let me go ahead and read this back to you. Um, you said it was 02.
[AGENT][NEUTRAL] 59
[AGENT][NEUTRAL] 746. Is that correct?
[CUSTOMER][NEUTRAL] 9.
[AGENT][NEUTRAL] No, OK, OK, thank you. Let me see.
[CUSTOMER][NEUTRAL] 746 9.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. If I could just have a callback number please in the event that I'm disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now you mentioned benefits. We have in and out of hospital benefits on the secondary uh policy. There's also treatment within a physician's office. Is there anything in particular that I could help with?
[CUSTOMER][NEUTRAL] Yes, I wanted to know if it covers the um specialist office visit.
[AGENT][NEUTRAL] OK, let me just check here.
[AGENT][NEUTRAL] Well, what it does is it will cover uh treatment within the specialist office, but it does not cover the uh office visit copay. So treatment within the physician's office.
[CUSTOMER][NEUTRAL] OK, so it doesn't cover the copay.
[AGENT][NEGATIVE] Does not cover the copay.
[CUSTOMER][NEUTRAL] OK, can you please have a reference number?
[AGENT][NEUTRAL] Yes, so there's nothing else we can help with, and my name is [PII]. The first letter of my last name is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Well you got today state of our record.
[CUSTOMER][POSITIVE] OK, thank you. Have a great day.
[AGENT][POSITIVE] OK, well thank you for contacting HP have a good day.