AccountId: 011433970860
ContactId: 1050cc0b-f663-40cd-a623-ad4426e70778
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149289 ms
Total Talk Time (AGENT): 27038 ms
Total Talk Time (CUSTOMER): 86658 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/1050cc0b-f663-40cd-a623-ad4426e70778_20250123T18:14_UTC.wav
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[AGENT][NEUTRAL] This is evening.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Good. I have a question.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So it's for, it's regarding a Metlink policy, Metin Metlink 6 and the policy number.
[CUSTOMER][NEUTRAL] Is 223.
[CUSTOMER][NEUTRAL] 0083
[CUSTOMER][NEUTRAL] And it's for part 2 [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have, I have a provider on the line and, and she's wanting um inpatient benefits for, um, it's an inpatient psychiatric facility um for uh major depression. Um, is that location covered? Psychiatric hospital?
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And I'm looking at the policy, and then I'm gonna move to the exclusions.
[CUSTOMER][NEUTRAL] As well.
[AGENT][NEUTRAL] It sounds like it'll be covered um as long as it's not taking place at home and she'll be admitted.
[CUSTOMER][NEUTRAL] Yeah, cause it's due to it.
[CUSTOMER][NEUTRAL] Right. And it's due to a treatment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Sickness, I mean sickness, a sickness.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I'm looking over the policy too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So an exclusions it says an expense that does not meet the definition of inpatient coverage charge or outpatient so I'm gonna go back up to the definition.
[CUSTOMER][NEUTRAL] It says inpatient inpatient it says confined in a hospital for at least 18 continuous hours.
[CUSTOMER][NEUTRAL] Um, the charges that are incurred by a covered person because of an accident or sickness for necessary treatment services and medical supplies, and recommended by a hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's not
[AGENT][POSITIVE] Yeah, and it's not listed under exclusions. I believe that it will be covered.
[CUSTOMER][POSITIVE] OK. All [PII]. OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Anything else?
[CUSTOMER][POSITIVE] That'll be it Ey. Thank you so much.
[AGENT][POSITIVE] OK. You're welcome, [PII]. Have a good one.
[CUSTOMER][NEUTRAL] Um, you too. Bye-bye.
[AGENT][NEUTRAL] Bye.