AccountId: 011433970860
ContactId: 4a6ca003-9426-44b2-aaee-b8a54f4fd193
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144229 ms
Total Talk Time (AGENT): 77929 ms
Total Talk Time (CUSTOMER): 38016 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/4a6ca003-9426-44b2-aaee-b8a54f4fd193_20250218T13:57_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] Hello, I'm looking to see about getting some benefits for a patient, please.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Thank you, [PII] and a callback number please ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It is 02580113.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you, [PII], and it would be my pleasure to assist you with eligibility and benefits for [PII].
[AGENT][NEUTRAL] I'm showing that his policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to his primary insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any specific benefits you're needing?
[CUSTOMER][NEUTRAL] I'm looking for mental health outpatients.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm pulling up his benefits. Bear with me just one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And he does have outpatient treatment.
[AGENT][NEUTRAL] For mental illness in a hospital outpatient facility.
[AGENT][NEUTRAL] Is that the benefit you're needing or will it be in the office?
[CUSTOMER][NEUTRAL] Uh, they're in office.
[AGENT][NEUTRAL] So it would not be covered in office, it would have to be in a hospital outpatient facility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And I
[AGENT][NEUTRAL] Anything else.
[CUSTOMER][NEUTRAL] Do you happen to give reference numbers?
[AGENT][NEUTRAL] Yes, ma'am. It would be my name in today's date and I spell my name [PII].
[AGENT][POSITIVE] And it was a pleasure to help you with those benefits this morning, [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Nope, that is all.
[AGENT][POSITIVE] Thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.