AccountId: 011433970860
ContactId: ca8388a5-e425-42c5-b2bb-40c07997379b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155960 ms
Total Talk Time (AGENT): 54475 ms
Total Talk Time (CUSTOMER): 56859 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/ca8388a5-e425-42c5-b2bb-40c07997379b_20250512T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. They're speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Life Dance Progressive Behavioral Health. I'm calling and you said you're with APL?
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'm calling for eligibility and benefits for mental health office on a member um the reason I was asking about whether what you're called is because it's indicating that claims are to go to IMA so.
[AGENT][NEUTRAL] OK. Uh, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02607369
[AGENT][NEUTRAL] Thank you, give me a moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do. It is [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] This is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. I'm showing her effective date is [PII] of this year. She is active on the policy and you say you're needing benefits for mental health for an office visit?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, give me one.
[CUSTOMER][NEUTRAL] Also, uh, telehealth if applicable.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK, I'm showing under this policy is not covered. It is an exclusion under the plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mental health not a covered benefit.
[CUSTOMER][NEUTRAL] And your name, please?
[AGENT][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] And Ms. [PII], is there anything else I can assist you with? I'm sorry.
[CUSTOMER][NEUTRAL] OK [PII] is there.
[CUSTOMER][NEUTRAL] Is there a reference number for our call, please?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate your time.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.