AccountId: 011433970860
ContactId: 5420ffaf-4ba6-408a-a603-fb79e8469c79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187080 ms
Total Talk Time (AGENT): 72181 ms
Total Talk Time (CUSTOMER): 67585 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/5420ffaf-4ba6-408a-a603-fb79e8469c79_20250217T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling for uh benefits.
[CUSTOMER][NEUTRAL] Uh, for outpatient mental health services done in the office.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure. It's [PII] A. Phone number is [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 022 0398 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] And that's 022 0398.
[CUSTOMER][NEUTRAL] Yes, 0220.
[AGENT][NEGATIVE] It's missing the number.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] This, uh, it's on her card, that's what we have.
[AGENT][NEUTRAL] And that's
[CUSTOMER][NEUTRAL] Outpatient benefit certification number.
[AGENT][NEUTRAL] 022 0398.
[CUSTOMER][NEUTRAL] 0.
[CUSTOMER][NEUTRAL] No, I'm sorry. 022 03938.
[CUSTOMER][NEUTRAL] M L
[CUSTOMER][NEUTRAL] 8 at the end.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, this is for [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] And you're calling in for office visit procedure benefits within rendered within an office setting?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK. I'm pulling that up for you now.
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. It does show that it's currently active for out for offers procedure, verification of coverage does not guarantee the payment of the claim. This member does have up to $6000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] This policy is only for sickness and injury only. It will not cover any type of preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so does that include like the mental health uh sessions? Would it cover that or no?
[AGENT][NEUTRAL] As long as it's not for preventative or wellness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Uh, can I have a reference number?
[AGENT][NEUTRAL] Yes, the reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.