AccountId: 011433970860
ContactId: cc7a47fe-a3c2-45df-9f38-7a83574b11cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122199 ms
Total Talk Time (AGENT): 50153 ms
Total Talk Time (CUSTOMER): 30459 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/cc7a47fe-a3c2-45df-9f38-7a83574b11cc_20250129T15:32_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need mental health benefits in the office setting, please.
[AGENT][NEUTRAL] OK, so you just need to verify coverage for mental health?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that and may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Let's see, 02491802.
[AGENT][NEUTRAL] Thank you, and it was 02491802?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And are these services in a physician's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, this is a limited hospital indemnity plan, so it covers limited benefits due to sickness. It pays a limited benefit of $75 per visit and there's a max of 5 visits per calendar year. And I just must advise that this is just a verification of coverage and benefits. It does not guarantee payment.
[CUSTOMER][NEUTRAL] OK, so it pays 75 per visit.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] With a limit of 5.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's all I needed.
[AGENT][POSITIVE] OK, well thanks for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, bye.