AccountId: 011433970860
ContactId: 0bf46a86-d9bd-47e8-9523-0a860ede4d8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154320 ms
Total Talk Time (AGENT): 67369 ms
Total Talk Time (CUSTOMER): 47351 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0bf46a86-d9bd-47e8-9523-0a860ede4d8c_20250204T21:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, yeah, I was calling to find out if this, uh, client had any chiropractic coverage to the plan.
[AGENT][POSITIVE] Um, yes, sir. I can assist you with benefits. Um, first, I'll need your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Uh, [PII], Doctor [PII].
[AGENT][NEUTRAL] And I go callback number just in case. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, payer ID is 60801.
[AGENT][NEUTRAL] Um, what's the policy number? It'll be the outpatient certificate number on the card.
[CUSTOMER][NEUTRAL] Oh patient benefit 0 02450096 M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And birthday, give me one second, is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active, and for chiropractic um benefits, we cover up to $750 per day and that's for the um co-insurance and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, so you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You cover up to $750 a day after.
[AGENT][NEUTRAL] After the primary insurance processes the claim.
[AGENT][NEUTRAL] We're the secondary um insurance company.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Is there anything else? Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks.