AccountId: 011433970860
ContactId: dc1e4b86-afa9-4756-8b45-7f862b36fb4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226029 ms
Total Talk Time (AGENT): 75760 ms
Total Talk Time (CUSTOMER): 77610 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/dc1e4b86-afa9-4756-8b45-7f862b36fb4d_20250312T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. By the way, uh, this is [PII] calling from Kentucky Counseling Center to verify patient benefits and eligibility.
[AGENT][NEUTRAL] All right, I'm happy to verify benefits and eligibility today, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] I have D for Delta 42032483.
[AGENT][NEUTRAL] OK, unfortunately, I can't pull the member with that number. Do you have their name or social?
[CUSTOMER][NEUTRAL] I have the name. The first name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me uh take a look and see what I can find by name here. Give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yeah, no problem, and, and do you have a good call back number?
[CUSTOMER][NEUTRAL] I have [PII] direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. And are we looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] Uh, for this one, I'm looking for mental health services.
[AGENT][NEUTRAL] OK. So the patient does have an active uh medical plan. The effective date on this is going to be [PII]. Do you want the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, can I have the policy number?
[AGENT][NEUTRAL] Policy number is going to be 02.
[AGENT][NEUTRAL] 588-076
[CUSTOMER][POSITIVE] Alright, thank you for this one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And for this one, are you able to double check because the last time I called, they verified that the patient have no mental services under the patient policy.
[AGENT][NEUTRAL] Uh, let's see here.
[AGENT][NEUTRAL] Yeah, so this policy doesn't um cover, it looks like any sort of mental or emotional disorders without any sort of demonstrationable organic disease.
[CUSTOMER][NEUTRAL] All right. I do understand you, sir. I will go ahead now and advise the patients regarding on the uh member policy coverage. Thank you for the information for today. Can I ask your first initial to your last name and the call reference number?
[AGENT][NEUTRAL] First initial to my last name is [PII].
[AGENT][NEUTRAL] The call reference is my name with my last initial and then today's date, which is [PII].
[CUSTOMER][POSITIVE] Alright, thank you for this one, sir. I think that's all for today. Thank you for your assistance and have a good one. Please take care.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too. Bye-bye.