AccountId: 011433970860
ContactId: c754f766-64c4-44d1-bd84-c9c617d25e61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 544750 ms
Total Talk Time (AGENT): 174210 ms
Total Talk Time (CUSTOMER): 124434 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/c754f766-64c4-44d1-bd84-c9c617d25e61_20250218T18:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] How are you doing today?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][POSITIVE] I'm great. um, I'm calling to verify some things um with my uh.
[CUSTOMER][NEUTRAL] Insurance plan, um, I'm seeking counseling with a counselor, but I need like my PIN number and I need the, the member ID information.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, say it again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Mr. [PII], um, give me one moment.
[AGENT][NEUTRAL] And what state are you from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And verify your date of birth, mailing address, and email address for me, please.
[CUSTOMER][NEUTRAL] Uh [PII] [PII] birthday is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And you're calling to verify your policy information, correct?
[CUSTOMER][NEUTRAL] Yes, I'm trying to go to a counselor like um.
[CUSTOMER][NEUTRAL] My kids need counselor. Well, we need family counseling.
[AGENT][NEUTRAL] Family counseling, um, it's covered. Give me one moment.
[CUSTOMER][NEUTRAL] Uh is it covered?
[AGENT][NEUTRAL] Um, pull up your policy to say, give me one moment.
[AGENT][NEUTRAL] Uh, what type of counseling, you mind me asking?
[CUSTOMER][NEUTRAL] Uh, it's behavior counsel.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Um, I show you have benefits for like office visit, but it's only for, for sickness. Um, so I guess it would kind of depend on the procedure code.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] For behavioral.
[AGENT][NEUTRAL] I don't show any exclusion as far as for behavioral health or mental health, but you do have office visit coverage for sickness, um, not a guarantee of payment, just a verification coverage. It pays $75 per visit and a total of $5 per person, $10 total for family.
[CUSTOMER][NEUTRAL] So what would it be under?
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Like, do I have the, I have visits?
[AGENT][NEUTRAL] You have office visit coverage, but it's only for sickness and like I said, as far as behavioral health, it will, I guess depend on the diagnosis code.
[AGENT][NEUTRAL] If it's uh categorized as a sickness.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Is this for a mental?
[AGENT][NEUTRAL] Health or
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I show mental health is covered under the plan. So, like I said, you do have office visit coverage, uh, the max it pays is $75 per visit, total of $5 per person, $10 total for family.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] So the provider can uh call our office or submit a claim for review, but like I said, I do show you have office visit coverage.
[CUSTOMER][NEUTRAL] OK, can I three-way the counselor now or no?
[AGENT][NEUTRAL] You can.
[CUSTOMER][NEUTRAL] OK, hold on please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And your and your name is fucking reference.
[AGENT][NEUTRAL] Uh, [PII] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, OK, hold on.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it, it didn't have to. Is it a, is it a time that you can call me me back or no?
[AGENT][NEUTRAL] To call you back
[CUSTOMER][NEUTRAL] Yeah, like, can you call me back in like 30 minutes?
[AGENT][NEUTRAL] Um, not really. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I would say you can give us a call back because
[CUSTOMER][NEUTRAL] Do, OK, can, can you give me the ID number?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Uh, the policy number is 257.
[AGENT][NEUTRAL] 023 9.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Alright, the policy number.
[CUSTOMER][NEUTRAL] Number is what is the number 2.
[AGENT][NEUTRAL] 257.
[AGENT][NEUTRAL] 0239.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and the member ID number?
[AGENT][NEUTRAL] Uh, that's just the same age as the policy number.
[CUSTOMER][NEUTRAL] So the policy number and the member ID number is is the same.
[AGENT][NEUTRAL] They can use that policy number as member ID because under your policy with us, we go by policy number, um, we don't go by member ID number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, he was asking me about uh like a um a pair ID number.
[AGENT][NEUTRAL] OK, it's 6080. No, give me a second. Uh, pay ID is 64556.
[AGENT][NEUTRAL] Do you have a copy of your card?
[CUSTOMER][NEUTRAL] 64.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that under the hold on let me make sure I got the the right card there.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] 645-556
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So that'd be my payer number.
[AGENT][NEUTRAL] That's the payer ID number they can use to submit claims electronically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you so much for everything.
[AGENT][POSITIVE] Alright, you're welcome. Uh, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh