AccountId: 011433970860
ContactId: 482ee274-50bc-4445-98e5-bccf7d576f85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147089 ms
Total Talk Time (AGENT): 40110 ms
Total Talk Time (CUSTOMER): 81471 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/482ee274-50bc-4445-98e5-bccf7d576f85_20250530T15:14_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my first name is [PII] and the inertial for the last name is [PII], and I'm calling regarding eligibility and benefits for a member please and I'm calling from uh Doctor [PII]'s office.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure. It's [PII] and it's a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 026.
[CUSTOMER][NEUTRAL] 22587. It's under the name of um [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And where will treatment take place and you said an office visit?
[CUSTOMER][NEUTRAL] Yeah, uh, it's for mental health. It will be uh an outpatient specialist office visit and will be billed professionally. So I would like to know if it's covered and if yes, what are the benefits for it, please?
[AGENT][NEUTRAL] OK, I do show um patient does have 4 visits per calendar year with the benefit amount of $50 per visit.
[CUSTOMER][NEUTRAL] OK, I have another question because I'm not quite sure if I totally understand what you're saying. So you guys will be covering up to only $50 per visit and the rest of the amount, will it be adjusted or the member will be paying that like the rest of the um of the amount of the uh of the office visits.
[AGENT][NEUTRAL] It will be patient responsibility.
[CUSTOMER][POSITIVE] Patient responsibility. Perfect. I got it now.
[CUSTOMER][POSITIVE] OK, I think that will be all. Thank you so much indeed for your help. If you can just please provide me with a call reference number.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Perfect. Thank you so much indeed and enjoy the rest of your show.
[AGENT][POSITIVE] Thank you for calling ACL. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Bye-bye.