AccountId: 011433970860
ContactId: e19397e5-ceb4-428a-b6fe-a6b64d2f6b05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117879 ms
Total Talk Time (AGENT): 52794 ms
Total Talk Time (CUSTOMER): 60689 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/e19397e5-ceb4-428a-b6fe-a6b64d2f6b05_20250227T19:44_UTC.wav
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[AGENT][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] Who said this? [PII] I'm checking right now um.
[AGENT][NEUTRAL] Li, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon, um, my name is [PII], and I have a policy with you guys. I just wanted to ask about, um, mental health services if that's like a covered benefit.
[AGENT][NEUTRAL] I'll be happy to verify benefits. May I have your policy number?
[CUSTOMER][NEUTRAL] Sure it is um.
[CUSTOMER][NEUTRAL] I think it's 02473119.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Yes, um, [PII] [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. If services are performed inpatient, you do have an inpatient per occurrence $3000 benefit. If they are outpatient per calendar day, benefit amount allows $300.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There is no office visit, nor do you have the office treatment benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess that answers the question then because it would be considered an office visit, yeah.
[AGENT][NEUTRAL] Yes, ma'am. It would not be covered under this policy.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] OK, well then I guess that's good to know so alright thank you so much I appreciate it.
[AGENT][POSITIVE] Girl, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too now bye bye.