AccountId: 011433970860
ContactId: c1b68c2b-b7d9-48de-8d63-1c11aef3ca8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159490 ms
Total Talk Time (AGENT): 68256 ms
Total Talk Time (CUSTOMER): 62819 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/c1b68c2b-b7d9-48de-8d63-1c11aef3ca8b_20250204T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII], and I am calling from Western Arkansas Counseling and guidance Center and the client has presented this APL as her new insurance, and I do see that it says limited benefit med plan, but I'm trying to find out if it has uh mental health coverage on this plan or not.
[AGENT][NEUTRAL] I'll be happy to verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] It is D as in David 445-04839.
[AGENT][NEUTRAL] I do apologize, that is not our policy number. Do you have the date?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it says policy slash er number. I see that now. It says 002588322.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. One moment, let me get this pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is a hospital indemnity plan. It is a limited benefit plan.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, this plan is not loaded in our system. If you would give me 5 minutes, I can get over to a different system and get these benefits and call you right back for mental nervous.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I have, I have your callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, give me 5 minutes and I'll call you right back. Let me get over to that system. You're welcome and thank you for calling American Public Life. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK. All right. Thank you. Uh-huh.
[CUSTOMER][POSITIVE] Uh-huh. Thank you.