AccountId: 011433970860
ContactId: 3f4c801e-5e0e-47fc-8054-1ff5e2f7c679
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196600 ms
Total Talk Time (AGENT): 72911 ms
Total Talk Time (CUSTOMER): 47627 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/3f4c801e-5e0e-47fc-8054-1ff5e2f7c679_20250513T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to find out if a patient has mental health benefits.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. My callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] The number that we have is 02472134.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII], and it's [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and this policy actually expired on [PII], so the policy is no longer active.
[CUSTOMER][POSITIVE] OK, thank you ma'am.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] But even before that we do have some claims do they have mental health benefits under this policy? What they have had, I should say.
[AGENT][NEUTRAL] Um, let's see, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And where would the service take place? Will it take place in the office or outpatient facil facility?
[CUSTOMER][NEUTRAL] He had, he had both, so he had, uh, some days it was um telehealth and other days it was inpatient.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. The telehealth services are, I'm showing are not covered, were not covered and
[AGENT][NEUTRAL] Services provided in office.
[AGENT][NEUTRAL] Yeah, I'm showing that services provided in office was not covered either.
[CUSTOMER][POSITIVE] OK, thank you very much and what is your name?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mm