AccountId: 011433970860
ContactId: f03c348c-be7a-4bfc-b7da-7aaaa5825b5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161490 ms
Total Talk Time (AGENT): 77873 ms
Total Talk Time (CUSTOMER): 51884 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/f03c348c-be7a-4bfc-b7da-7aaaa5825b5d_20250505T17:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Charlie Health. I was calling to, well, first confirm if a member has mental health benefit or outpatient mental health benefits, and then we can go from there.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the benefits um for mental health outpatient. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, uh, phone number is [PII], no extension, and then the ID number is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since [PII]. And let me see.
[AGENT][NEUTRAL] What benefits she has hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So this is a hospital indemnity policy. So it's a limited medical benefit um policy. So it doesn't have any coverage for, well, are you all considered like a physician's office?
[CUSTOMER][NEUTRAL] So we built through the facility that was just outpatient mental health.
[AGENT][NEUTRAL] OK, um, because they didn't, there's no specific um benefit on this policy for mental health, but I was hoping if it was like an office setting, we can maybe use that benefit. So this policy doesn't have any coverage for the um mental health facility outpatient.
[CUSTOMER][POSITIVE] OK. All righty. I do appreciate that information. Uh, thank you so much. Um, that's all I need. If you have a call reference number, I'll take that, um, and then that'll be it.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right perfect thank you so much appreciate your help.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL Kim. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Take care.
[AGENT][POSITIVE] Thank you, bye bye.