AccountId: 011433970860
ContactId: 3ce20921-ed99-460a-b6a6-7893f42587e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168649 ms
Total Talk Time (AGENT): 56131 ms
Total Talk Time (CUSTOMER): 97793 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/3ce20921-ed99-460a-b6a6-7893f42587e7_20250123T19:56_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Where is the
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Nobody's gonna get that man.
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from a provider's office, and um, I have, we have a patient who gave us, um, information for this, and it says it's like a supplemental policy. Does that like cover for copays and things like that? That's what she was asking me.
[AGENT][NEUTRAL] OK, I can check and what type of service is it for?
[CUSTOMER][POSITIVE] Yeah thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, behavior health, mental health, outpatient office visits?
[AGENT][NEUTRAL] OK. And what's the chief complaint?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, let me check that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I in.
[CUSTOMER][NEUTRAL] Legs are still outside on the side.
[CUSTOMER][NEUTRAL] So I was trying to tell you so here this is [PII].
[CUSTOMER][NEUTRAL] Well, I guess that's about it.
[CUSTOMER][NEUTRAL] I mean boys wanna be useful or?
[CUSTOMER][NEUTRAL] You can take these bodies already done.
[AGENT][NEUTRAL] And do you have the policy number, [PII], available?
[CUSTOMER][NEUTRAL] Yes, I have the card, so I guess it's the uh the outpatient uh er number correct? OK, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, I can be pulling up the policy. OK.
[CUSTOMER][NEUTRAL] I guess it's 02442020 M [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and uh what is your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK great thank you.
[CUSTOMER][NEUTRAL] And she's been seen for anxiety?
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] Good stuff.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So the policy effective date is [PII]. And you said this is for a doctor's office visit, a specialist office?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Game. Find out if you're organic for no touch laser vision correction and vision.
[AGENT][NEUTRAL] So under this particular policy, the physician visit fee isn't, is not covered, but there is a treatment writer um under this plan and so there's treatment covered treatment during the course of the visit, um, those items can be considered.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, got it. OK, I will let her know thank you so much. I appreciate you checking for me.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Did you have any other questions I can help out with today?
[CUSTOMER][NEUTRAL] I had.
[CUSTOMER][NEUTRAL] Uh, not at this time, thank you. Mhm.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye.