AccountId: 011433970860
ContactId: cb1b4e31-3490-4b0e-b9b8-ab5b784d71a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410869 ms
Total Talk Time (AGENT): 153295 ms
Total Talk Time (CUSTOMER): 103783 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/cb1b4e31-3490-4b0e-b9b8-ab5b784d71a4_20250325T22:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I'm just trying to figure out exactly what benefits I have as far as having a uh psychiatrist.
[AGENT][NEGATIVE] I'm sorry, I'm having a hard time hearing you. There's wind blowing in the phone.
[CUSTOMER][NEUTRAL] Um, can you hear me now?
[AGENT][NEUTRAL] Uh, still very windy, but we'll try to get through it, OK? You, you said you were calling for benefits, is that correct?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][POSITIVE] Yes, I can hear you much better now.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And you said you were calling for benefits?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, can I please get your name and your policy number and I can help you with the benefits.
[CUSTOMER][NEUTRAL] OK, my name is [PII]
[CUSTOMER][NEUTRAL] And let me get my policy number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It is 02588076.
[AGENT][NEUTRAL] OK, Ms. [PII]. Let me look up that policy real quick for us.
[AGENT][NEUTRAL] OK, Ms. [PII], can you give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, email is [PII], and what was the last thing?
[AGENT][NEUTRAL] Your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], and if our call gets disconnected, can I call you back on that number you just gave me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much. All right, so you're calling um for benefits. How can I help you with your benefits?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm trying to figure out what my coverage is like for uh having a psychiatrist because I did request um.
[CUSTOMER][NEUTRAL] Like a specific mental health benefits add on, um, but I know that I emailed you guys and you said that I can't do a provider search it would just be kind of the same all around.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] That's correct. Um, let me look and see, so.
[AGENT][NEUTRAL] Where, what kind of facility are you going to be going to? Are you going to an ER, urgent care center, physician's office?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It would just be, uh, just like a regular, like a physician, like a psychiatrist that I would say every month or two.
[AGENT][NEUTRAL] OK, let me pull up your policy real quick.
[AGENT][NEUTRAL] And see if it states anything about.
[AGENT][NEUTRAL] Mental health
[AGENT][NEUTRAL] It is for mental health or is it like physical therapy?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mental health, I'd be a psychiatrist.
[AGENT][POSITIVE] OK. OK. Yes, you said that. I'm so sorry.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me pull up your policy. I'm looking now to see if I can find.
[AGENT][NEUTRAL] Something in there that says mental health.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] It's gonna be just um while I read through to find it.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so looking.
[AGENT][NEUTRAL] Looking at your policy and this is just to verify your benefits, it's not a guarantee of payment. In a physician's office, you get $50 per day for 4 days per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what about after that?
[AGENT][NEGATIVE] After the 4 visits are used up, then the uh benefit is exhausted and it won't pay.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, um, alrighty, and there's nothing I can do like there's no kind of add on add-ons or anything I can do to help that.
[AGENT][NEUTRAL] Uh, you can go to your employer and see if there's something that they have that has more than 4 visits per year, see if there's, you know, something else that they can give you or offer to you, but according to the policy that you have currently, we can't make changes to it until open enrollment if you decide to choose something different.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. So I have 4 visits where I just have to pay 50.
[AGENT][NEUTRAL] No, the policy pays 50.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][POSITIVE] OK awesome alright thank you.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with before we go, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] No, that'll be good.
[AGENT][POSITIVE] OK, well, you have a good night and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Mm