AccountId: 011433970860
ContactId: 98b88c7f-8e6e-48ae-9e87-b72f46f298f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151820 ms
Total Talk Time (AGENT): 74298 ms
Total Talk Time (CUSTOMER): 55774 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/98b88c7f-8e6e-48ae-9e87-b72f46f298f7_20250106T14:16_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, I'm [PII] calling you on behalf of Wayne Tree Medical Associates to have the eligibility and benefits to us. How are you doing today?
[AGENT][POSITIVE] I'm doing well, thank you for asking. How are you today?
[CUSTOMER][POSITIVE] I'm fine, thank you so much for asking.
[AGENT][NEUTRAL] Well, good, [PII], what is a good call back number please ma'am?
[CUSTOMER][NEUTRAL] Sure, it's [PII] with the extension number [PII].
[AGENT][POSITIVE] Thank you, [PII], and it would be my pleasure to assist you with eligibility and benefits for the patient. What is the policy number?
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][NEUTRAL] It's uh.
[CUSTOMER][NEUTRAL] 0162281
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima. 8.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is on [PII].
[AGENT][POSITIVE] All right, thank you, and my pleasure to help you with the eligibility and benefits for [PII]. I am showing that his policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to his primary insurance. What type of benefits are you needing, [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's a mental health outpatient visit, and I just need to know that the patient plan cover mental health outpatient visit offer and telehealth.
[AGENT][NEUTRAL] Uh, it does cover the
[AGENT][NEUTRAL] Mental health visit?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Also you said for telehealth?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. It could be considered for benefits for telehealth as well if, if the major medical applies benefits.
[CUSTOMER][NEUTRAL] Oh thank you and may I know your name, please? Could you please spell your name with your last name first initial.
[AGENT][NEUTRAL] My name
[AGENT][NEUTRAL] Sure. My name is [PII].
[AGENT][POSITIVE] And it has been a pleasure to assist you with those benefits. The reference number is my name and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh thank you so much for your kind assistance. Have a great day and stay safe.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day as well. Take care.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.