AccountId: 011433970860
ContactId: 9636815a-7805-4154-a616-6016f6e137b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329619 ms
Total Talk Time (AGENT): 99004 ms
Total Talk Time (CUSTOMER): 76175 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/9636815a-7805-4154-a616-6016f6e137b4_20250613T19:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, and the reason I'm calling, um, I'm insured under you guys through a temp service that I work for and uh I was giving a number, um, to see if.
[CUSTOMER][POSITIVE] Uh, counselor or like mental health visits are covered under my insurance because I've been paying out of pocket for them and I have, uh, like back billing backdated billing that I could submit to see if I can either get reimbursed and see if my future sessions can be covered as well.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, I can definitely take a look at the coverage for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy or
[AGENT][NEUTRAL] Do you have your ID card?
[AGENT][NEUTRAL] Or you don't have
[CUSTOMER][NEUTRAL] Uh, I do.
[AGENT][NEUTRAL] OK. May I have your policy number?
[CUSTOMER][NEUTRAL] Mo
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy is uh this is for dental, um.
[AGENT][NEUTRAL] It's OK. It'll take me to it if it's with us.
[CUSTOMER][NEUTRAL] OK, it's 02594668.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's for your medical.
[AGENT][NEUTRAL] All right, I just need to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII]. Uh, mailing is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment, I'm just waiting for your benefits to pop here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold while I take a look at the benefits?
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So your policy doesn't have any coverage for like mental or behavioral health um facilities or um office visits. It only covers when it comes to the office, um, like a physician office, like your primary care or or a specialist, um someone consider it like a medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I don't say medical, but like an MD versus like a psychiatrist or a therapist. The other um benefits on here are for like the hospital and um you have your wellness exams and then like diagnostic testing.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, and then surgery, there's some surgery benefits as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right then, well, I, I just wanted to find out.
[AGENT][NEUTRAL] All right, well, I wish I had better news for you. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that'll that'll be all. I appreciate it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you