AccountId: 011433970860
ContactId: 76afc00c-21ea-4efb-ae6d-5560c9cc6fa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213119 ms
Total Talk Time (AGENT): 50902 ms
Total Talk Time (CUSTOMER): 65008 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/76afc00c-21ea-4efb-ae6d-5560c9cc6fa9_20250311T17:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I am sorry, you said your name is [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and would you spell that for me?
[AGENT][NEUTRAL] [PII], last initial [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. My name's [PII]. I'm calling you from Lifesance uh Behavioral Health. We have a patient, uh, who presented with your insurance coverage. I just wanna make sure of whether they have mental health benefits and if, um, and what that benefit coverage would be, please.
[AGENT][NEUTRAL] OK, I can verify benefits for you, Ms. [PII], and what's that policy number, please?
[CUSTOMER][NEUTRAL] Uh, I have this 02587994.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling to verify mental health is covered, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, give me one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Well, give me one moment I'm trying to let's see.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] I'm sure that it's not covered. Uh, it is an exclusion under the policy for mental and emotional disorders.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mental health.
[CUSTOMER][NEUTRAL] Not a covered benefit per [PII]. May I have a reference number please for our call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I appreciate your time and I hope you have a great rest of the week.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.