AccountId: 011433970860
ContactId: ca4fd317-3d7b-4e0d-bf4c-3cdda5c933fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184279 ms
Total Talk Time (AGENT): 58545 ms
Total Talk Time (CUSTOMER): 90304 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/ca4fd317-3d7b-4e0d-bf4c-3cdda5c933fd_20250228T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Good afternoon, Ms. [PII]. This is [PII] with Ocean Dermatology. I was calling because I have a patient, Ms. [PII] here and just wanted to verify it was um her insurance was active.
[AGENT][NEUTRAL] OK, I didn't understand your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, which would it be the payer ID number?
[AGENT][NEUTRAL] Should be an outpatient inpatient policy sir just give me that number before the um.
[CUSTOMER][NEUTRAL] Mm, before the before the M?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, this is not, it's not for a we're not a hospital, we're just the dermatologist. Let me see and hospital benefit set number.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um 02.
[AGENT][NEUTRAL] Give me the. Mhm.
[CUSTOMER][NEUTRAL] 33
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 0383.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, her name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you for that information, [PII]. And you're just checking her eligibility dates?
[CUSTOMER][NEUTRAL] Uh, yes, make sure it's active because it's on my side it's coming up as um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Unknown, it says it's missing. I'm missing a subscriber ID. Give me one second. Let me go back to it. I lost it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when I put it in our system.
[CUSTOMER][NEUTRAL] It's coming up as um.
[CUSTOMER][NEGATIVE] Subscriber insured not found.
[AGENT][NEUTRAL] So, under the policy number that you provided, I located [PII] and I'm showing her effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At this time?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, you said April.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], does it have an end date?
[AGENT][NEUTRAL] It's, it's active it's currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So it is active OK perfect um.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] And may I ask who who who I'm speaking with?
[AGENT][NEUTRAL] You're speaking with [PII] and first initial of my last name is [PII], uh which you'll use as reference for today's call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Reference numbers just your name and um today's um.
[AGENT][NEUTRAL] Today's today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] Alright, yes, no, I think that should be it. Thank you so much.
[AGENT][POSITIVE] OK, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.