AccountId: 011433970860
ContactId: 1a9eb459-5560-4e35-b647-532b72dbce9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267609 ms
Total Talk Time (AGENT): 85003 ms
Total Talk Time (CUSTOMER): 38423 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/1a9eb459-5560-4e35-b647-532b72dbce9e_20250429T20:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to see if a patient has chiropractic coverage on the plan.
[AGENT][NEUTRAL] OK, well, I can check the policy for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Absolutely. Um, you said my name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Uh, call back number [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Policy 02584597.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And is it alright if I place you on just a brief hold while I look into the policy?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for the wait. So taking a look at the policy, um,
[AGENT][NEUTRAL] It's a hospital indemnity policy, so it's a limited medical policy. Now, there's no specific coverage for chiropractor, but if you all did want to like submit the claim just to see if it can process, um, there is an outpatient sickness rider, which would pay up to $75 per visit with a max of 5 visits per calendar year. That would be the only
[CUSTOMER][NEUTRAL] Mm, got you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, benefits that could possibly go towards it, but it, it says physician's office, so it depends on the coding and how the chiro doctor is listed.
[CUSTOMER][POSITIVE] Gotcha. OK. That makes sense. Um, thank you so much. Thank you for your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you. I appreciate it have a great day.
[AGENT][POSITIVE] You're welcome. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.