AccountId: 011433970860
ContactId: 821437c8-2fad-437a-bdc0-69480a6d6ced
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186330 ms
Total Talk Time (AGENT): 85252 ms
Total Talk Time (CUSTOMER): 44987 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/821437c8-2fad-437a-bdc0-69480a6d6ced_20250327T15:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Lifetance Health. I'm calling to verify eligibility and benefits for a patient, please.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility and benefits. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the policy number for the patient, please?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Policy number I have is 02574097.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] And it would be my pleasure.
[AGENT][NEUTRAL] To help you with that eligibility and benefits.
[AGENT][NEUTRAL] I'm showing that [PII]'s policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is a limited indemnity policy. Are there specific benefits you're needing?
[CUSTOMER][NEUTRAL] Um, I was looking for mental health outpatient office visit and telehealth.
[AGENT][POSITIVE] All right. I can help you with that.
[AGENT][NEUTRAL] Let me get her policy pulled up. Now again, this is not major medical, it is a limited indemnity policy.
[AGENT][NEUTRAL] And for
[AGENT][NEUTRAL] An office visit which would include mental health, that benefit amount is $100 per day, maximum of 4 days per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] And is there anything?
[CUSTOMER][NEUTRAL] OK, so the patient would pay $100 per day or the insurance pays the $100 for the visit?
[AGENT][NEUTRAL] That is what we pay for the visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] And is there any kind of out of pocket or anything with this plan?
[AGENT][POSITIVE] Enough with this plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that is all that I'm needing then. What was your name again? I'm sorry?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And also just to let you know, [PII], she has not used any of those benefits for [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Well thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.