AccountId: 011433970860
ContactId: b5933a53-bff8-4f47-9983-1d584a9b355b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422660 ms
Total Talk Time (AGENT): 129193 ms
Total Talk Time (CUSTOMER): 115351 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/b5933a53-bff8-4f47-9983-1d584a9b355b_20250317T22:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was curious.
[CUSTOMER][NEUTRAL] On my insurance, do I have mental health?
[CUSTOMER][NEUTRAL] Coverage.
[AGENT][NEUTRAL] OK. I can check your benefits for you. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02.
[CUSTOMER][NEUTRAL] 594728
[AGENT][NEUTRAL] OK, let me look up your policy real quick, sir.
[AGENT][NEUTRAL] OK, [PII], can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also I'm going to need your address, phone number, and email address, please, sir.
[CUSTOMER][NEUTRAL] The address is [PII]. The phone number is [PII].
[CUSTOMER][NEUTRAL] The email address is [PII].
[AGENT][POSITIVE] OK. Thank you, [PII]. I appreciate you verifying your policy for me. Uh, let me pull in your benefits real quick and see if we have any mental health.
[AGENT][POSITIVE] Benefits for you.
[CUSTOMER][NEUTRAL] I believe when I signed up we did.
[AGENT][NEUTRAL] OK. I'm gonna actually pull up your complete policy certificate and look at it and read it and see what it states as far as um mental health benefits for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be just a minute so the computer can pull it in and then I'm gonna have to find the uh the area.
[AGENT][NEUTRAL] In it that mentions it.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] I appreciate you bearing with me while I look through this.
[CUSTOMER][POSITIVE] Uh, not a problem.
[AGENT][NEUTRAL] OK. So it does have benefits for um mental or emotional disorder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I still the cards I have here I can use them to put into the system.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Am I correct there?
[AGENT][NEUTRAL] Right, the card that you have, um, you just give it to the provider that you're gonna go to and if they need to call and verify your benefits with us, we can do that over the phone with them.
[CUSTOMER][NEUTRAL] OK. I, I do not actually go to see somebody. I do it over Zoom or the internet, however you wanna put it. I don't know how else to say that.
[AGENT][NEUTRAL] Oh, OK
[AGENT][NEUTRAL] OK. Yes. Um, you do it, uh, telemed, I think is what they call it now. Um, but yeah, go.
[CUSTOMER][NEUTRAL] I mean, I could stay here in my living room and I mean she's only 2 counties away from me. It, it would literally take me 15 minutes to drive to her office.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] But she does not like to do inpatient if she doesn't have to, which I don't mind that at all. I sort of like sitting in my living room or outside and doing it as it is so.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Right, makes it nicer that way. I agree. um, yeah, go ahead and put that number in when, when you uh see her and um then they, they can file the claim for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will do that. I thank you so much for your time, ma'am.
[AGENT][POSITIVE] You're so very welcome. Is there anything else that I can help you with, [PII], before we go?
[CUSTOMER][NEUTRAL] Uh, with the, with the vision, I have an eye doctor appointment coming up here in the next couple of months.
[CUSTOMER][NEUTRAL] Does it for like classes like frames or lenses or?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You get discounts on them or anything like that?
[AGENT][NEGATIVE] Um, I wish I could answer that for you, but we don't have your vision insurance with our company.
[CUSTOMER][NEUTRAL] Oh, OK, OK, then I'll have to call the other place then.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] And there's anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, that is not. That is it. Thank you very much for your time, ma'am.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye-bye.