AccountId: 011433970860
ContactId: e143bf00-7794-4bac-b927-fe5b46a68328
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148440 ms
Total Talk Time (AGENT): 81292 ms
Total Talk Time (CUSTOMER): 54399 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/e143bf00-7794-4bac-b927-fe5b46a68328_20250320T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm calling from a provider's office and I'm trying to figure out if um our patient's plan covers mental health office visits.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII], initial [PII] like [PII], policy number 1462918.
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, my direct number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Let's see the benefits.
[AGENT][NEUTRAL] This plan has the treatment, but not the actual office visit benefit. So if she goes in for any type of treatment for mental, it will pick up her copays, co-insurance, and or deductibles, but not the actual office visit.
[CUSTOMER][NEUTRAL] OK. And when you say treatment, what, what is, what kind of things are treatment related like hospitalization, like that?
[AGENT][NEUTRAL] No, if she's ever hospitalized, she does have an inpatient calendar year benefit amount of $1000 and it's max 30 days for mental, but for treatment would be like an X-ray, and injections, ultrasounds, those things performed in the doctor's office.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, got it, but not the actual the office visit. OK, that makes sense that makes sense. OK, I will add a note there. Thank you so much. Can I get the initial to your last name and a call reference number if you have it?
[AGENT][POSITIVE] Correct. Yes, ma'am.
[AGENT][NEUTRAL] Yes, the call reference will be my name, which is [PII]. Last initial is [PII] along with today's date. [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. Have a great day.
[AGENT][POSITIVE] [PII], you're so welcome. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thanks you too bye.