AccountId: 011433970860
ContactId: ed3f6069-b941-42e3-864f-1e2af6c9097b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208889 ms
Total Talk Time (AGENT): 91175 ms
Total Talk Time (CUSTOMER): 86299 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/ed3f6069-b941-42e3-864f-1e2af6c9097b_20250421T14:49_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you for calling ATL. This is To[PII]How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from a dermatologist's office. I'm trying, I'm calling for patients benefits and eligibility, please.
[AGENT][NEUTRAL] OK, I can help you with both benefits and the eligibility. Can I please get your name, your contact number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, my name is Sh[PII]Um, phone number is 30[PII]and I'm calling from Integrated dermatology of Sunset.
[AGENT][POSITIVE] OK. Thank you, Ms. Sh[PII].
[AGENT][NEUTRAL] May I also get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, so name is Sa[PII].
[CUSTOMER][NEUTRAL] [PII]nd member ID is 02.
[CUSTOMER][NEUTRAL] 35.
[CUSTOMER][NEUTRAL] 31
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] ML 8.
[CUSTOMER][NEUTRAL] And your name sir?
[AGENT][NEUTRAL] OK, and what's Miss Sa[PII] date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, Fe[PII].
[CUSTOMER][NEUTRAL] The so the PTO you don't need a referral.
[AGENT][NEUTRAL] OK, let me look up her policy number real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, I do show that Sa[PII]oes have an active policy with us.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] And her effective date is.
[AGENT][NEUTRAL] Ju[PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] It helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] She has an inpatient calendar year benefit amount of $2000 and then she also has an outpatient calendar year benefit amount of $2000 to use towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, auto patient, um, patient, OK, so then, um, just so we just build the insurance first and then.
[CUSTOMER][NEUTRAL] And she on the, the insurance over cover to our only covers up to $2000 depending on the deductible co-pay or car insurance right of the secondary of the of the main insurance.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] OK, perfect. OK um thank you so much. It's all I needed to know. um, may I have a reference number and your name again please?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, my name is To[PII]nd you can use my name and today's date as your reference.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK perfect thank you so much, To[PII]Hope you have a great day and thank you for your help.
[AGENT][POSITIVE] You're welcome, Ms. Sh[PII]You're very welcome. Have a wonderful week and thanks for calling APO.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You're welcome bye bye.