AccountId: 011433970860
ContactId: ae457471-e330-4334-b89f-fba0f1deaa55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244699 ms
Total Talk Time (AGENT): 98346 ms
Total Talk Time (CUSTOMER): 67490 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/ae457471-e330-4334-b89f-fba0f1deaa55_20250509T14:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Morning, I was just calling to verify a patients on benefits and eligibility, please.
[AGENT][POSITIVE] Good morning
[AGENT][NEUTRAL] OK, I can help you with both benefits and eligibility. May I please get your name and your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and my callback number is [PII].
[CUSTOMER][NEUTRAL] And I'm with the Fluca dermatology.
[AGENT][NEUTRAL] OK, and [PII], what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So the name is [PII] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And then you wanted the member ID, is that right?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, it's 01835781.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, I do show that [PII] does have an active policy, and the effective date of his policy is.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me get the benefits pulled in real quick.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh you said [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and this is, this is just to verify his benefits. It's not a guarantee of payment. He has uh a limited hospital indemnity plan.
[AGENT][NEUTRAL] Is this going to be an office visit or inpatient?
[CUSTOMER][NEUTRAL] Yep, office visit.
[AGENT][NEUTRAL] Office visit. OK, let me look and see what he has for office visits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, he has a.
[AGENT][NEUTRAL] Office visit for outpatient accident and sickness treatment benefit.
[AGENT][NEUTRAL] That pays $100.
[CUSTOMER][NEGATIVE] And the what was that again? I'm sorry, you cut out on me.
[AGENT][POSITIVE] I'm so sorry it's outpatient accident or sickness treatments in an office.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That pays $100.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Oh OK I got you.
[CUSTOMER][NEUTRAL] So he doesn't have any co-pays like primary or specialty copays?
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Yeah OK.
[CUSTOMER][POSITIVE] Alright, that's all I needed.
[AGENT][POSITIVE] OK, well thank you for calling APL Ms [PII]. I hope you have a wonderful weekend and happy Mother's Day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You too, same to you thank you.
[AGENT][POSITIVE] You're welcome. You take care and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye you too.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Bye bye.