AccountId: 011433970860
ContactId: 8ddd8ee5-73d0-4345-aa38-f30fa1facbc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141089 ms
Total Talk Time (AGENT): 59229 ms
Total Talk Time (CUSTOMER): 58642 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/8ddd8ee5-73d0-4345-aa38-f30fa1facbc1_20250123T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Floor dermatology regarding a mutual patient um for eligibility and benefits.
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell that for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's the policy number I payola?
[CUSTOMER][NEUTRAL] Um, policy number is.
[CUSTOMER][NEUTRAL] Um, 02517176. M as in mom, L as in Lima, 8.
[AGENT][NEUTRAL] OK phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, yes. It is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you [PII] for that information. So we're checking eligibility and then benefit for service in an office.
[CUSTOMER][NEUTRAL] Yes, the specialist office visit, I would like to know if this insurance secondary covers the primary's co-pay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have that for you. I'm showing an effective date of [PII] policy is active at this time.
[AGENT][NEUTRAL] And under this policy, the physician visit co-pay is not covered. Um, there is a treatment writer under this plan, which means if there's covered treatment done during the course of that visit, uh, those items can be considered under the outpatient benefit.
[CUSTOMER][NEUTRAL] OK, perfect. So, co-pay is not covered. May I please have a reference number?
[AGENT][NEUTRAL] Mhm. You'll use my name in today's date as your reference. [PII]. And did you have any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'll be all thank you so much.
[AGENT][POSITIVE] You're welcome thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.