AccountId: 011433970860
ContactId: 7f8c6187-c3a8-4e58-bccd-45eb5e97eb96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170160 ms
Total Talk Time (AGENT): 73549 ms
Total Talk Time (CUSTOMER): 59599 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/7f8c6187-c3a8-4e58-bccd-45eb5e97eb96_20250221T14:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling API. This is Ey[PII]How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, I'm calling from Flores dermatology from.
[CUSTOMER][NEUTRAL] Regarding a mutual patient regarding his um gap insurance.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Pa[PII].
[AGENT][NEUTRAL] [PII]K, and please spell your name one more time.
[CUSTOMER][NEUTRAL] PA
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII]K, thank you, Pa[PII]and could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] 30[PII]
[AGENT][NEUTRAL] [PII]K. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, policy number is.
[CUSTOMER][NEUTRAL] 01861194 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. Um, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is 93[PII].
[AGENT][NEUTRAL] And now I need the patient's name.
[CUSTOMER][NEUTRAL] Mi[PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was Fe[PII]The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient office office visit, specialist office visit.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, actually, under this policy, services provided in office um is not covered. I'm only showing coverage for inpatient and outpatient hospital.
[CUSTOMER][NEUTRAL] OK, so then it's not the copay isn't covered, correct?
[AGENT][POSITIVE] Yes, ma'am. That's correct because it's taking place in the office.
[CUSTOMER][NEUTRAL] OK. Um, do you know if procedures are covered by any chance?
[AGENT][NEUTRAL] No, ma'am, office procedures are not covered either under this policy.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] May I have a reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name in today's date. Um my name is Ev[PII]It's spelled E [PII]nd my last initial is M [PII]nd today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That'll be all thank you so much for your help.
[AGENT][POSITIVE] Yeah, thank you Pa[PII]for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank