AccountId: 011433970860
ContactId: 3325136b-48d5-4f16-9eab-819f406e67ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166460 ms
Total Talk Time (AGENT): 85533 ms
Total Talk Time (CUSTOMER): 49778 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/3325136b-48d5-4f16-9eab-819f406e67ee_20250203T14:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning Miss [PII]. My name is [PII]. I am calling to get benefits on and eligibility if a client is still active currently.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility. What is the callback number, please?
[CUSTOMER][NEUTRAL] It is direct extension [PII].
[AGENT][NEUTRAL] Thank you, [PII] and the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Policy number is 01650821.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you, and it would be my pleasure to assist you with that eligibility for [PII]. I am showing that her policy is active. Effective date is [PII], and this is a secondary policy to her primary insurance. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah, do you guys show primary insurance being Aetna?
[AGENT][POSITIVE] I can check that for you.
[AGENT][NEUTRAL] Showing Blue Cross Blue Shield for [PII].
[CUSTOMER][NEUTRAL] OK, is there any way you can give me that policy number? We have an Aetna policy.
[AGENT][NEUTRAL] I don't have that policy information you would need to contact the patient.
[CUSTOMER][NEUTRAL] OK, OK, Blue Cross Blue shows primary and it's still effective. Can you give me the benefits please for this policy?
[AGENT][NEUTRAL] For what type of coverage?
[CUSTOMER][NEUTRAL] A mental health outpatient office visits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, she does have the treatment for the emotional um emotional, wait a minute, I'm sorry. Emotional or mental disorder. I think I need to brew another pot of coffee.
[CUSTOMER][NEUTRAL] It's Monday
[CUSTOMER][NEUTRAL] it
[AGENT][NEUTRAL] Um, and that is under her outpatient coverage.
[AGENT][NEUTRAL] Of $1000 per calendar year. Now that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Ms. [PII], can you go ahead and spell your name for me and give your um last initial?
[AGENT][NEUTRAL] Sure. My name is [PII].
[AGENT][NEUTRAL] And if you need a reference number, it would be my name in today's date.
[CUSTOMER][POSITIVE] Perfect. All right, Miss [PII], thank you so much.
[AGENT][POSITIVE] It's been such a pleasure to assist you with those benefits, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.