AccountId: 011433970860
ContactId: b588fa45-92b3-4a80-a407-c31aaaebde58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197600 ms
Total Talk Time (AGENT): 80457 ms
Total Talk Time (CUSTOMER): 65521 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/b588fa45-92b3-4a80-a407-c31aaaebde58_20250407T13:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name's [PII]. I'm calling today from a provider's office, uh, to check to see if we're a network for a member and to get mental health benefits, please.
[AGENT][POSITIVE] OK, sure. I can assist you with network information and benefits. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII] and that's direct.
[AGENT][POSITIVE] OK, thank you, Miss [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes, it's 025932.
[CUSTOMER][NEUTRAL] 20
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] That's gonna be [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, perfect. Thank you.
[AGENT][NEUTRAL] All right and you said this is for mental health, and this is gonna be for a psychologist, psychiatrist, or what type of doctor?
[CUSTOMER][NEUTRAL] Uh, mental health counselor.
[AGENT][NEUTRAL] Cancer.
[AGENT][NEUTRAL] OK, miss, and with this particular policy, this is one of our limited hospital indemnity policies, and there is no network on this one. If the provider participates with multi-plan, they get that additional discount but it is not required.
[AGENT][NEUTRAL] Um, and, uh, for this one, counseling is not gonna be covered. We cover psychiatrist.
[CUSTOMER][NEUTRAL] OK, so uh does it go by CPT code or does that go by provider licensure?
[AGENT][NEUTRAL] For her driver license.
[CUSTOMER][NEUTRAL] OK, so only psychologists, excuse me, because we just want to communicate this to [PII], so she knows how to navigate her mental health. Um, so she cannot see mental counselor. She needs to go see a psychiatrist.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and then that will determine her benefit coverage.
[AGENT][POSITIVE] Correct, mhm.
[CUSTOMER][NEUTRAL] Alright, great, thanks for that information, so is there a call reference number please?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, that is [PII].
[CUSTOMER][POSITIVE] Great, thank you for your time have a great week.
[AGENT][POSITIVE] You're welcome. You as well thank you for calling APL and bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.