AccountId: 011433970860
ContactId: 376f562f-aaf9-42fe-878c-862249d4017a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251759 ms
Total Talk Time (AGENT): 120645 ms
Total Talk Time (CUSTOMER): 69552 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/376f562f-aaf9-42fe-878c-862249d4017a_20250519T12:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was just calling to see if I have, um, coverage if I wanted to talk to a therapist.
[AGENT][POSITIVE] OK, I'm happy to check on coverage. Do you by chance have your policy number? I can pull that up.
[CUSTOMER][NEUTRAL] Yeah, yep, it's 026.
[CUSTOMER][NEUTRAL] 11351.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up.
[AGENT][NEUTRAL] And then if I could just get your first name, last name, and date of birth, please.
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then lastly, I just need to verify your street address, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep, so my current one that I'm living at, I don't know if I have the [PII] one that's my permanent, but is it the [PII] address?
[AGENT][NEUTRAL] Yes, it is, uh-huh.
[CUSTOMER][NEUTRAL] It's OK, [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So your plan does allow for like an office visit.
[AGENT][NEUTRAL] Um, with a physician.
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] Yes, it does. And it looks like you um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Get it looks like $50 towards the visit. It looks like the plan shows that it allows up to $4 a year. Let me see. I just wanna double check and see if there's anything under exclusions that speak to
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see
[CUSTOMER][NEUTRAL] Yeah, it could be like I could talk with a psychologist or mental health professional, you know.
[AGENT][NEUTRAL] Yeah, I don't know that. Let's see here.
[CUSTOMER][NEUTRAL] I'm not super picky.
[AGENT][NEUTRAL] So I don't see anything under the limitations or exclusions that lend me to think that um it has to be a certain type uh there is no nothing underneath of that so um it's pretty blanket as far as it just pays that set amount it's not gonna pay anything additional and then if you needed to look for a provider within the network, you can go to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can search for providers on their website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Multi plan OK cool awesome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you need me to check anything else in?
[CUSTOMER][NEUTRAL] All right perfect so you said it's um.
[CUSTOMER][NEUTRAL] So it's like it's $50 and then I'm responsible for the rest.
[AGENT][NEUTRAL] Right, so it's up to the physician or provider like if they're gonna make any sort of adjustment, so yeah, you can just provide them your card and they should be able to let you know what the out of pocket is.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][POSITIVE] You're welcome. I hope you have a nice rest of your day.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too