AccountId: 011433970860
ContactId: 276a03ad-d721-45b6-80b9-c10109d0ef86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187470 ms
Total Talk Time (AGENT): 76545 ms
Total Talk Time (CUSTOMER): 55005 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/276a03ad-d721-45b6-80b9-c10109d0ef86_20250402T20:01_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just wanted to I'm from [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, and I wanted to see if you guys had a filing.
[AGENT][NEGATIVE] Uh, we do not have any timely filing.
[CUSTOMER][NEUTRAL] OK, sounds good and then do you guys pay um.
[CUSTOMER][NEUTRAL] Clinical outpatient visits.
[AGENT][NEUTRAL] Uh, it depends on the policy.
[AGENT][NEUTRAL] Yeah, are you with the provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, OK, do you have the uh what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] You have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You have the policy ID of the patient?
[CUSTOMER][NEUTRAL] Policy number 01849102 uh patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK thank you uh let's see, so you said outpatient clinical is it?
[AGENT][NEUTRAL] Like an office visit or?
[CUSTOMER][NEUTRAL] Um, yes, it looks like.
[CUSTOMER][NEUTRAL] Clinical outpatient for mental health services.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is not a guarantee of payment basic outline of the policy, um, looks like let's see what he has.
[AGENT][NEGATIVE] Give me just a moment, pulling it up, it's so slow.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] So for outpatient services it's gonna be a $2000 calendar year maximum payout.
[AGENT][NEUTRAL] And then there is a a maximum of 30 days of treatment per covered person for outpatient treatment for a mental or emotional disorder in a hospital.
[CUSTOMER][NEUTRAL] OK, no problem. I just wanted to double check.
[AGENT][NEUTRAL] OK, is there anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day. Yeah, yeah.
[CUSTOMER][NEUTRAL] Oh wait, I, I have a quick question.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, can you just verify the mailing address I need to send it to?
[AGENT][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, what was the zip code again?
[AGENT][NEUTRAL] Uh, zip code is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so so much.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.