AccountId: 011433970860
ContactId: d19e83ec-1c21-489f-8943-030f0fa0a59e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196699 ms
Total Talk Time (AGENT): 78976 ms
Total Talk Time (CUSTOMER): 79982 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/d19e83ec-1c21-489f-8943-030f0fa0a59e_20250404T15:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from the office of Lisa [PII]. I'm calling because I actually, um, just called a second ago and got, uh, some benefit information. What I forgot to ask for was, um, how many visits the patient has used because I guess they have a maximum of 4 visits allowed per year. So I just wanted to verify if they've used any of those visits so far.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to help you with this um visit.
[AGENT][NEUTRAL] Benefits, what is the callback number?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 261-135-1.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's Ammon sorry, [PII] and then it's [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And it's Friday. I'm not.
[AGENT][POSITIVE] Doing very well with my words either, so.
[CUSTOMER][NEUTRAL] We'll get through it.
[AGENT][NEUTRAL] We will get through it. Let's see.
[AGENT][NEUTRAL] And so you understand that she's had 4 and you're calling to see if she has any used any for [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] As of right now, [PII] has not used any of her benefits for [PII].
[CUSTOMER][NEUTRAL] Got you OK so you're showing that um.
[CUSTOMER][NEUTRAL] Of those 4 visits, none of them have been used so far?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, and can I actually just have you verify, um.
[CUSTOMER][POSITIVE] That the benefit I was quoted was correct. I was, uh, called for the benefit for outpatient mental health being rendered in the office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was told that the
[CUSTOMER][NEUTRAL] Insurance will pay $50 for each date of service and the patient is responsible for the remaining balance is that what you show as well?
[AGENT][NEUTRAL] That is correct. Now, on this policy, if you are a multi-plan provider,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, you know, she would be eligible for that multi-plan discounted rate, but that is strictly through multiplan. There's no contractual involvement in our processing of our claims.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] All right, um, well then I think that is everything that I need and do you mind if I just get a reference number for the call and then it should be set?
[AGENT][NEUTRAL] Sure, the reference number is my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] [PII], it was a pleasure to assist you with that history. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, I appreciate you and thank you for your help and I hope you have a great day.
[AGENT][POSITIVE] I hope you have a great day as well, [PII]. Thank you for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] All right take care you too bye.
[AGENT][POSITIVE] Thank you. Bye bye.