AccountId: 011433970860
ContactId: c78495ec-cdf7-43be-8676-272a5165e536
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368000 ms
Total Talk Time (AGENT): 86346 ms
Total Talk Time (CUSTOMER): 128158 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/c78495ec-cdf7-43be-8676-272a5165e536_20250423T14:20_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. I'm calling from Platinum dermatology billing office. Before I proceed, please inform me that this call has been recorded for quality and training purposes. Would you like us to continue the recording?
[AGENT][NEUTRAL] Office.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Could you please spell out your name for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you for that.
[CUSTOMER][NEUTRAL] Uh, so, [PII], I want to verify the, uh, eligibility of the patient. Could you please do it for me?
[AGENT][POSITIVE] I'd be happy to assist with the eligibility and benefits today, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Uh, you want to
[CUSTOMER][NEUTRAL] You want the patient state? Which state patient belongs to?
[AGENT][NEUTRAL] Um, I need a good call back number for you.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] Policy number will be 1294219 M as in Michael L as in Lima number 5.
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] Our date of birth is going to be [PII].
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] No, I want to know the uh eligibility and whether the patient is eligible for data service or not.
[AGENT][NEUTRAL] From [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no. [PII] is patient date of birth.
[AGENT][NEUTRAL] Oh, I'm sorry. OK, I misunderstood.
[CUSTOMER][NEUTRAL] And date of service is [PII].
[AGENT][NEUTRAL] OK, so [PII], we don't have any claims on file, but also I'm showing this policy lapsed [PII], so they have not have coverage with us since [PII].
[CUSTOMER][NEGATIVE] No coverage with you guys from [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And uh can I know who is the primary payer for this one?
[AGENT][NEUTRAL] Um, what do you mean the primary payer? Who their primary insurance is?
[CUSTOMER][NEUTRAL] Uh, when did the
[CUSTOMER][NEUTRAL] Yes, when did patient updated the CO details?
[AGENT][NEUTRAL] OK, that information you'll have to get from the insured. They have not been covered with us since [PII], so I don't know what who they're with now.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. So, I was trying to log in in the portal for the self-services, but when I have entered the tax ID and the patient account number, uh, I can't able to do it. Could you please help me with that?
[AGENT][NEUTRAL] OK, you can only log in and see a claim. There's no claim on file, so.
[CUSTOMER][NEUTRAL] So that's the reason it is not pulling up.
[AGENT][NEUTRAL] I don't understand. I'm sorry.
[CUSTOMER][NEUTRAL] So what is the procedure to check the eligibility?
[AGENT][NEUTRAL] You can't check eligibility. You can only check claim status.
[CUSTOMER][NEUTRAL] OK. If the claim is on file, then only we can view in the portal.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] After putting the tax and uh patient number, OK, understood. What are the terms?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Yeah, just give me a moment let me check whether I have something else for you.
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] Just give me a moment, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, that's it from my end. Thank you so much. You're very helpful. Have a nice day bye for now.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.