AccountId: 011433970860
ContactId: 8063938a-7349-481d-8d09-ce0ce2e1a737
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159619 ms
Total Talk Time (AGENT): 70535 ms
Total Talk Time (CUSTOMER): 73060 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8063938a-7349-481d-8d09-ce0ce2e1a737_20250602T13:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for contacting UT. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good morning. My name is [PII]. I'm calling from dermatology experts. How are you today?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][POSITIVE] I'm doing good, thanks so much for asking. Happy Monday, yes, happy Monday.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Back again.
[CUSTOMER][NEUTRAL] But the way that the reason, yeah, the last week had me all messed up with the Tuesday and Monday and everything else, but um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But then the reason for this call is because I just need to go ahead and see um regarding a mutual patient uh to see her benefits and eligibility.
[AGENT][NEUTRAL] I can have the benefits and eligibility and uh what is that, uh, policy number that we're looking at?
[CUSTOMER][NEUTRAL] Uh, policy number is 2110368.
[AGENT][NEUTRAL] 368. Great. And uh the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you. If I can have a call that number, please, in the event that we're disconnected?
[CUSTOMER][NEUTRAL] It is gonna be [PII], that's [PII].
[AGENT][NEUTRAL] Uh, thank you. Now her policy went into effect on [PII], and it is active.
[AGENT][NEUTRAL] Now the policy um picks up the deductible, co-payment or co-insurance for in and out of hospital settings.
[AGENT][NEUTRAL] So, uh, as well as, um, there is a physician's office, uh, co-pay that will pay. Um, now, is there anything in particular, you mentioned benefits, but is there anything in particular?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well she is having a procedure coming up let me see here on [PII] and I just wanna know um if you guys are secondary because it looks like United Healthcare's primary so I just wanna make sure that that's also um.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] We are the secondary insurance, and what we'll do in this particular case is pick up the deductible co-payment of co-insurance to $500 per occasion. Um, that is just a verification of the benefits not a guarantee of payment, but we are certainly the the uh secondary insurance.
[AGENT][NEUTRAL] Yeah, and, and uh you know the first, yeah, the first.
[CUSTOMER][POSITIVE] Secondary. OK, perfect.
[CUSTOMER][NEUTRAL] OK perfect thank you so much and can you go ahead and I'm sorry, can you, um, I have your first name and your last initial by any chance?
[AGENT][NEUTRAL] Yes, it's [PII]. We're gonna use that in today's date um is our.
[CUSTOMER][NEUTRAL] And today's date correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, well thank you so much and I hope you have yourself a very lovely day, OK.
[AGENT][POSITIVE] Well thank you for contacting us here.