AccountId: 011433970860
ContactId: 78b917bc-860a-4304-9745-006b2cf59d8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185300 ms
Total Talk Time (AGENT): 72790 ms
Total Talk Time (CUSTOMER): 60589 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/78b917bc-860a-4304-9745-006b2cf59d8c_20250327T13:26_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] OK.
[CUSTOMER][NEUTRAL] Uh, hi, we, uh, this is Mississippi Dermatology Associates, and we had a patient just come in and present an American public life card as a secondary insurance, and we don't have you guys set up in our computer system, don't have an EDI number to file claims and not even sure that we are an in network provider.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] We we're we're not as far as we know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Usually.
[CUSTOMER][NEUTRAL] So I wanted to check eligibility and network status with our clinic.
[AGENT][NEUTRAL] OK, I can check eligibility and network status. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is 00747318.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII], date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me pull his benefits really quick. In this particular policy, um, like you said before, this is a secondary supplemental plan to the major medical with an effective date of [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Um, this one doesn't have any network because we follow primary.
[CUSTOMER][NEUTRAL] OK, and is there any coverage for dermatology?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm looking into benefits. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, still waiting for the information to pull up one moment.
[AGENT][NEGATIVE] No, this one doesn't cover anything in office.
[AGENT][NEUTRAL] It's for outpatient facilities.
[CUSTOMER][NEUTRAL] OK, so it's just major medical.
[AGENT][NEUTRAL] It's just for outpatient facilities. If he has a surgery in a uh surgical center or hospital, if he has diagnostic testing in a um outpatient facility, MRI facility, mhm, stuff like that, outpatient service. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss?