AccountId: 011433970860
ContactId: ffa4bd48-4add-4244-a557-ff5be1231be1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202699 ms
Total Talk Time (AGENT): 76790 ms
Total Talk Time (CUSTOMER): 83232 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/ffa4bd48-4add-4244-a557-ff5be1231be1_20250613T14:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling ATL. This speaking. May I help you?
[CUSTOMER][POSITIVE] Good morning
[CUSTOMER][NEUTRAL] Uh yes ma'am I'm sorry, what was your name?
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Oh bless you. All right. Uh, this is [PII] from Sycamore Psychiatry, and I am trying to um check out the benefits for a patient. Um, he's got this as a second got y'all as a secondary to his Blue Cross Blue Shield.
[AGENT][NEUTRAL] OK. I can verify benefits and eligibility for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] I can verify
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, it is 1266383.
[CUSTOMER][NEUTRAL] And it's uh I'm sorry I should have said it's from mental health office visit outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Yes ma'am, that's [PII].
[AGENT][NEUTRAL] Uh, you sound like you're from [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And uh verify that patient's name, date of birth, please.
[CUSTOMER][NEUTRAL] Uh, that is [PII], and it's [PII].
[AGENT][NEUTRAL] OK, and let me see, showing his effective date [PII] policy is active and office visits are covered. Let me see if mental health is. Give me one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So it is covered. Uh, they do have, I show the patient has office visit coverage and mental health is covered under the policy, um, not a guarantee of payment, just a verification coverage. The max we pay is up to $25 per visit and he has a total of 4 visits per year.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] $25
[CUSTOMER][NEUTRAL] Alright, so he has 4 visits a year and $25. So is that $25 like he's got a $45 between co-insurance and co-pay $45 and then, um, will that $25 cover that or does he have to pay that also?
[AGENT][NEUTRAL] Well, it's the $25 towards uh co-pay, um.
[CUSTOMER][NEUTRAL] Oh this is $25.
[CUSTOMER][NEUTRAL] OK, that's what I wanted to make sure of.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, and do, and do you have a good reference number for me, Ms. [PII]?
[AGENT][NEUTRAL] Uh, you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much and I hope you have a great day and I will talk to you later.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] All right, Ms. [PII], thank you for calling APL. Have a great day and weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] But