AccountId: 011433970860
ContactId: 779eb6ea-cc82-413c-82bf-d78e4c8a8c34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153529 ms
Total Talk Time (AGENT): 75603 ms
Total Talk Time (CUSTOMER): 45952 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/779eb6ea-cc82-413c-82bf-d78e4c8a8c34_20250320T17:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name's [PII]. I'm calling from Modern Psychiatry. We are a um psychiatrist office. I have a patient who's interested in services and uh I received your card. I just wanted to verify benefits.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number please if disconnected?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number please?
[CUSTOMER][NEUTRAL] It is 071 9.
[CUSTOMER][NEUTRAL] I'm sorry, 0179.
[CUSTOMER][NEUTRAL] 572 6
[CUSTOMER][NEUTRAL] M as in Mary. L as in Lima 8.
[AGENT][NEUTRAL] OK, let me just repeat that to you. I have that as 01795726 ML8. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um [PII], uh, date of birth is [PII].
[AGENT][POSITIVE] Thank you for that verification process. You're calling for benefits for the member.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] This would be for an office visit from [PII].
[CUSTOMER][NEUTRAL] Yes, for mental health.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do apologize, this policy does not cover office visits that could be with a specialist or a PCP. It does not cover office visits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is it just uh like inpatient visits then?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it could cover as far as outpatient services places of service such as ER, um, urgent care, hospital facility, um, he also has a lab writer on the policy.
[AGENT][NEUTRAL] Um, treatment inside an office is covered but not the office visit, office visit is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could I, uh, get a reference number?
[AGENT][NEUTRAL] We do not use the reference numbers. You can use my name [PII] last initials [PII], and today's date. And anything else I can help you with, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Nope, that's everything. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day bye.
[CUSTOMER][NEUTRAL] You too.