AccountId: 011433970860
ContactId: 5b809839-5ef6-46f5-a6ba-7bdc56dbe85a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144779 ms
Total Talk Time (AGENT): 62303 ms
Total Talk Time (CUSTOMER): 77055 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/5b809839-5ef6-46f5-a6ba-7bdc56dbe85a_20250623T16:17_UTC.wav
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[CUSTOMER][NEUTRAL] you know yeah so.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi there, uh, good afternoon. This is [PII]. I'm calling from Riverchase Dermatology. I'm calling in reference to a mutual patient that I just needed to verify eligibility benefits for, uh, for the supplemental insurance. I just wanted to see what it picked up from the primary. Um, would you be able to help me with this?
[AGENT][NEUTRAL] Sure, I can verify benefits for you and
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, 02441499 M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] So, OK, thank you.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, patient's name is uh [PII], and it's [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. Policy is active. And what benefits we're needing, I apologize.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Specialist office visit please and just again uh to see what what it picks up if uh you know what.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Does it help with the primary insurance?
[AGENT][NEUTRAL] OK. Well, well, with the patient's policy, office visits are not covered. However, they do have a writer that covers treatment or procedures in the office as outpatient, but just not the visit itself.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, OK, so if, if they do have procedures in office, how much, what are the benefit details?
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. They have an outpatient benefit max of up to 500 per calendar day.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK, very well. OK, sounds good. uh, do you have a reference number for this call?
[AGENT][NEUTRAL] Uh, you may use my name at today's date if you like.
[CUSTOMER][POSITIVE] OK, remind me your name. I'm sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you [PII]. I appreciate it have a good one.
[AGENT][POSITIVE] You too [PII] thanks for calling.