AccountId: 011433970860
ContactId: 538ed81a-bd73-425d-a4d3-bfe1ef759af6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357260 ms
Total Talk Time (AGENT): 198055 ms
Total Talk Time (CUSTOMER): 63000 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/538ed81a-bd73-425d-a4d3-bfe1ef759af6_20250605T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], um, I was calling to see if y'all cover mental health so I can, uh, get my ession started back with my therapy. They she said she wasn't in network with uh multiplan. Uh, it's APM multi-play all the same thing?
[AGENT][NEUTRAL] Well, multi plan would be your network provider company and then APL is who processes the claims.
[AGENT][NEUTRAL] But you're wanting to find out if you have benefits for mental health. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And so who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, [PII] is the last name, is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, Mr.
[AGENT][POSITIVE] OK, thank you, and Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is your policy number please?
[CUSTOMER][NEUTRAL] I see, um.
[CUSTOMER][NEUTRAL] 02624865
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so give me a moment please, Mr. [PII], to get your policy information pulled up. Once I do, I will have to verify several things with you first, for security, and any information that I provide for you would be a verification of benefits and not a guarantee of payment. So just a moment, please.
[AGENT][NEUTRAL] It's still loading for me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And then the last piece of information to verify is going to be your email address.
[CUSTOMER][POSITIVE] Uh, [PII].
[AGENT][NEUTRAL] All right, thank you. Now, Mr. [PII], have you set up your profile in our portal at APL so you can have access to your information online?
[CUSTOMER][NEUTRAL] I probably have it.
[AGENT][NEUTRAL] OK, I will send you an email that will have the user guide for how to set up your profile and that's just gonna give you access to to your policy information and your ID cards if you were ever need additional ID cards there in there. Now the email that you're gonna receive from me will come from [PII].
[AGENT][NEUTRAL] And I will put [PII] in the subject line for you so that you can easily recognize that, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now on this limited benefit plan that you have with APL for.
[AGENT][NEUTRAL] The benefit that you have for a sickness, an outpatient sickness, you have a maximum benefit per visit of $75.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And a maximum number of visits per calendar year of 5.
[CUSTOMER][NEUTRAL] OK, I understand all of that.
[AGENT][NEUTRAL] OK, so this is not major medical insurance. So this plan only pays specific amounts for covered services.
[AGENT][NEUTRAL] And so many times per year. So for example,
[AGENT][NEUTRAL] Any type of sick visit for you. You have only 5 visits per calendar year for yourself on this policy.
[AGENT][NEUTRAL] And the maximum benefit that this plan would pay if approved is $75 per visit.
[CUSTOMER][NEUTRAL] That so it don't cover men uh uh healthy is it.
[AGENT][NEUTRAL] If it's, again, if it's an office visit with, in a doctor's office, again, you would have this plan would cover if approved.
[AGENT][NEUTRAL] 5 visits a calendar year at $75 and the benefit is 7 up to $75 per visit.
[CUSTOMER][NEUTRAL] OK, alright, I see.
[AGENT][POSITIVE] That's not just for mental health, that's a total benefit on a.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On a visit for an office setting.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] due to sickness.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][NEUTRAL] OK. Well, you're very welcome. So, again, can I help you with anything else at the moment, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well then, thank you very much for calling APL and I hope that you have a very nice rest of your day.
[CUSTOMER][POSITIVE] Very good.
[AGENT][POSITIVE] Uh-huh, you're welcome.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.