AccountId: 011433970860
ContactId: 966a564c-6f3a-46e8-bb97-1fcb338bf8b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137580 ms
Total Talk Time (AGENT): 62621 ms
Total Talk Time (CUSTOMER): 45958 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/966a564c-6f3a-46e8-bb97-1fcb338bf8b0_20250617T15:46_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] Hi [PII], this is [PII] at Center for Psychiatric Wellness, and I'm calling on a patient's policy to see if they have mental health benefits.
[AGENT][NEUTRAL] OK. Well, I can definitely assist you with the member's coverage. And can you um verify the member's policy number and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02635025 and then my number is [PII].
[AGENT][POSITIVE] Thank you. And can you repeat your name for me, please? I'm sorry.
[CUSTOMER][NEUTRAL] That's OK, [PII].
[AGENT][NEUTRAL] All right. And [PII], can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [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 I am showing the policy is active, it's been effective since [PII], and you said uh mental or behavioral health benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so this is a hospital indemnity policy. Um, I'm not showing any coverage for mental or behavioral health um on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Behavioral health
[CUSTOMER][NEUTRAL] OK, and what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, and do you have a reference number by chance?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're very welcome. Well thanks for calling APL. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, have a great day. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.