AccountId: 011433970860
ContactId: 9c76b94b-c012-454b-aec4-1d82e65c48ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114279 ms
Total Talk Time (AGENT): 57493 ms
Total Talk Time (CUSTOMER): 69621 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/9c76b94b-c012-454b-aec4-1d82e65c48ec_20250226T14:49_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is Sh[PII]How may I assist you?
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Hi, I'm calling from Dermatology experts. I need to know if this patient secondary covers, um, any office visits.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Very
[CUSTOMER][NEUTRAL] My name is Lo[PII]nd the number is 30[PII].
[AGENT][POSITIVE] Thank you, Lo[PII].
[AGENT][NEUTRAL] Can I have the policy number of the member that you're inquiring eligibility for.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] It's going to be 01978563 ML 8.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is M [PII]ast name Ro[PII]Date of birth 5-[PII].
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] Ro[PII] have Ro[PII].
[AGENT][NEUTRAL] I have a different last name.
[AGENT][NEUTRAL] OK, so I have Es[PII]I don't have Ro[PII].
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] And you're calling to verify eligibility for office visit.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Yes, for specialist just to see if you guys cover the copay.
[AGENT][NEUTRAL] So the member's policy does not cover office visits, however, it does cover the treatment received in the office, which falls under the outpatient benefits of $7350 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] You have 16.
[CUSTOMER][NEUTRAL] OK, so you need to.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK, do you have a reference number?
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, what was your name again?
[AGENT][NEUTRAL] It's S [PII]and today's date. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.