AccountId: 011433970860
ContactId: 1b18f443-b9c1-4b4f-99f7-953d1b02a403
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162039 ms
Total Talk Time (AGENT): 74380 ms
Total Talk Time (CUSTOMER): 64363 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/1b18f443-b9c1-4b4f-99f7-953d1b02a403_20250206T20:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was just on the other on the line with somebody, and I think our call got dropped. Um she was checking into a policy for a client that I, uh, she just got her insurance changed, and she was checking to see if there is outpatient mental health coverage for this, um, for this client of mine.
[AGENT][NEUTRAL] OK, sure, I can assist you with that information. Yeah, I think something went wrong with the lines because even my call went out.
[CUSTOMER][NEUTRAL] Yeah, I don't know what happened.
[AGENT][NEUTRAL] So I'm not sure what
[AGENT][NEUTRAL] Like hello, hello
[AGENT][NEUTRAL] OK, um, yeah.
[CUSTOMER][NEUTRAL] Everybody's gonna be getting random calls.
[AGENT][NEUTRAL] Yes. May I have your name?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]
[AGENT][NEUTRAL] Yeah, OK, and you're calling from what facility or your policy?
[CUSTOMER][NEUTRAL] Uh, Stevie Roach Counseling, it's an outpatient counseling, uh, facility.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] All right, and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02585337.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Yeah, I need to call my man I need to call the person I was talking to back.
[AGENT][NEUTRAL] It's OK. I'll do it after.
[AGENT][NEUTRAL] I know she's gonna be like, OK.
[AGENT][NEUTRAL] Uh, what is the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII], but she also goes by her middle name, so it might be under [PII] Um her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, um, one of our hospital indemnity and you said this is for counseling.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm, OK, yeah, counseling is not gonna be a covered service under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, so outpatient counseling is not a covered service, so let me call her and let her know that. OK, thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're welcome. Is there anything else I'm gonna help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that's it. I appreciate your help.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling ATO. Have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.