AccountId: 011433970860
ContactId: be6a1900-9c1a-4f97-b162-e90c61405777
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140660 ms
Total Talk Time (AGENT): 73657 ms
Total Talk Time (CUSTOMER): 42294 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/be6a1900-9c1a-4f97-b162-e90c61405777_20250220T13:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from Sheldon Skin Center to get the eligibility for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you [PII] and what is a good call back number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02440231 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] It's on Thursday's date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, and you're needing eligibility?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, I can help you with that. [PII], I'm showing one's policy is active. Effective date is 12-1-2023, and this is a secondary policy to his primary insurance. Anything else I can help you with?
[CUSTOMER][NEUTRAL] How much do they cover per visit, like procedures?
[AGENT][NEUTRAL] Is that in a doctor's office or outpatient hospital?
[CUSTOMER][NEUTRAL] Specialist
[AGENT][NEUTRAL] OK. Services in a doctor's office are not covered by his secondary gap policy.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It does cover in an outpatient hospital facility but not in the doctor's office.
[CUSTOMER][NEUTRAL] I mean for for.
[CUSTOMER][NEUTRAL] I mean for procedures and.
[CUSTOMER][NEUTRAL] Biopsies and things like that.
[AGENT][NEUTRAL] Right. It's not covered in a doctor's office.
[CUSTOMER][NEUTRAL] OK thank you what's your name again?
[AGENT][NEUTRAL] My name is [PII]. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I please have a reference number?
[AGENT][NEUTRAL] It would be my name in today's date.
[CUSTOMER][POSITIVE] Perfect thank you have a nice day.
[AGENT][POSITIVE] And [PII], thank you for calling APL. I hope you have a wonderful day as well. Take care.