AccountId: 011433970860
ContactId: 807f8628-cb6a-4abd-b9b0-1ab6813e65ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146039 ms
Total Talk Time (AGENT): 86389 ms
Total Talk Time (CUSTOMER): 51899 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/807f8628-cb6a-4abd-b9b0-1ab6813e65ce_20250321T16:59_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Lariate Psychiatric Clinic, and I'm just trying to find out if the policy is active or not.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] 01905651
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying his account and you did call for eligibility today. Um, I show the policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, is it a like a hospital only policy or will it cover secondary as a secondary too or?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Uh, it is a supplemental gap policy, uh, and it does pay secondary to the, uh, primary. Would you like to verify the benefits?
[AGENT][NEUTRAL] To see if the service is covered.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure, let's go ahead and do that.
[AGENT][NEUTRAL] OK, and what type of service?
[CUSTOMER][NEUTRAL] It's for a mental health office visit oh sorry.
[AGENT][NEUTRAL] Mental health office visit? OK. That's OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I was reading your mind.
[AGENT][NEUTRAL] Let's see. So it looks like that this policy would not cover services uh in the physician's office. I do not show that he has uh other treatment rider on, on there that would cover uh any mental health visit. Um, it looks like he just has outpatient and inpatient, and that will be outpatient facility.
[CUSTOMER][POSITIVE] Getting ahead of you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like outpatient hospital, so it looks like it would not cover.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, like a procedure or something?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is there a reference number for this call?
[AGENT][NEUTRAL] Uh, to reference the call, uh you'll use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK great thank you so much, [PII] I really appreciate it.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.