AccountId: 011433970860
ContactId: a87417b1-08a3-4b17-b94b-1b076246c266
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137619 ms
Total Talk Time (AGENT): 80786 ms
Total Talk Time (CUSTOMER): 43281 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/a87417b1-08a3-4b17-b94b-1b076246c266_20250108T14:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, this is [PII] from Minor dermatology. I'm calling to verify a patient supplemental policy.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and benefits.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 01774083 M as in Mary, L as in Larry and then 8.
[AGENT][NEUTRAL] OK. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] All right. And what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What type of service? Is it like um office visit or is it office? I'm sorry?
[CUSTOMER][NEUTRAL] Oh, specialist methods.
[CUSTOMER][NEUTRAL] Uh, sorry, specialist benefits.
[AGENT][NEUTRAL] OK. Is it gonna be just for the visit or for procedures? OK. All right, then let's see what we have.
[CUSTOMER][NEUTRAL] Office visit
[CUSTOMER][NEUTRAL] Well it depends on what the provider does we don't.
[AGENT][NEUTRAL] You don't know yet. OK, sure, no problem. OK, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage. And we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical. Um, with this one, we do not cover the office visit. We only cover office procedures or treatment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And this is subject to the outpatient maximum which is 6600 per covered person per calendar year.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and if I can have initial to your last name and then a reference number for [PII].
[AGENT][NEUTRAL] It's [PII], and we don't have reference numbers. You can use my name in today's date if you will, Miss [PII]. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's it you have a wonderful day.
[AGENT][POSITIVE] Thank you you as well and thank you for calling ATL. bye bye.
[CUSTOMER][NEUTRAL] Bye bye.