AccountId: 011433970860
ContactId: e49e0297-dc22-462a-bcad-165ecbc9fd6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183399 ms
Total Talk Time (AGENT): 83920 ms
Total Talk Time (CUSTOMER): 48155 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/e49e0297-dc22-462a-bcad-165ecbc9fd6b_20250325T19:21_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Calling from Ford dermatology regarding a mutual patient, um, to see if the secondary covers the primary co-pay and does that.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'll look at it. Thank you. And what is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yes, the policy number is 025189990.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright, thank you, and I can help you with eligibility and benefits for [PII].
[AGENT][NEUTRAL] I'm showing his policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And this is a secondary policy to his major medical.
[CUSTOMER][POSITIVE] Yeah, yeah, that's the one. I'm so sorry, what was that?
[AGENT][NEUTRAL] Effective date is [PII] and current.
[AGENT][NEUTRAL] And this is a secondary policy to his primary insurance.
[CUSTOMER][POSITIVE] Perfect. Would it cover the primary's copay?
[AGENT][NEUTRAL] Is it for an office visit or?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm checking on that, bear with me just one second.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm trying to get his policy pulled up, so I apologize.
[CUSTOMER][NEUTRAL] Right. That's OK.
[AGENT][POSITIVE] It's coming up slowly but surely, [PII]. Thank you for your patience.
[CUSTOMER][NEUTRAL] OK, of course.
[AGENT][NEUTRAL] And will this be just for the visit or for treatments or procedures in office?
[CUSTOMER][NEUTRAL] Um, just for a visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the office visit copay would not be covered.
[AGENT][POSITIVE] But he does have benefits for any procedures or treatments in the office.
[CUSTOMER][POSITIVE] OK perfect thank you so much for confirming that.
[AGENT][POSITIVE] Yeah, it's been a pleasure to assist you with those benefits. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That'll be all. Thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.