AccountId: 011433970860
ContactId: 6bd633d5-6cdd-4ff9-b813-aa880604ac95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150130 ms
Total Talk Time (AGENT): 79101 ms
Total Talk Time (CUSTOMER): 59774 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/6bd633d5-6cdd-4ff9-b813-aa880604ac95_20250219T22:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I just needed to check eligibility and benefits for a patient please.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII] and my extension is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 01819428 ML 8
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK perfect thank you and what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] It's uh behavioral health um outpatient.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Office setting, yeah.
[AGENT][NEUTRAL] Office setting? Mm OK. Is this gonna be um for a um licensed doctor, like a psychiatrist or?
[CUSTOMER][NEUTRAL] Yes, a psychiatrist, yes.
[AGENT][NEUTRAL] OK, perfect. Yes. OK. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and we have an effective date of [PII]. It is active at the moment. This is a secondary supplemental plan to the major medical with the outpatient maximum of 1000 per day. We do cover office procedures or treatments.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, alright, and can I get a reference number please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please, yes.
[AGENT][NEUTRAL] OK. Sure. My name is [PII].
[CUSTOMER][POSITIVE] Oh, OK, thank you so much. You've been very helpful.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.