AccountId: 011433970860
ContactId: 1d42db15-0b55-4c1d-9115-4df0c6f21c76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132679 ms
Total Talk Time (AGENT): 56499 ms
Total Talk Time (CUSTOMER): 67586 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/1d42db15-0b55-4c1d-9115-4df0c6f21c76_20250107T14:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. How are you?
[AGENT][POSITIVE] Good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] Good thank you. I'm calling from Martinezch Chiropractic Center. We have a patient who has APL is secondary, and I was um giving a call to make sure it's still.
[CUSTOMER][POSITIVE] Good this year.
[AGENT][NEUTRAL] OK, I'll take a look at that for you, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 01678780.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you are calling for eligibility today?
[CUSTOMER][NEUTRAL] Correct, just see if it's still.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and so the policy being effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And that just covers.
[CUSTOMER][NEUTRAL] 100%.
[AGENT][NEUTRAL] Uh, what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Chiropractic.
[AGENT][NEUTRAL] OK, OK, please be advised verifying benefits is not guaranteed payment. I show for chiropractor, um, benefits, the policy pays up to $1000 a day.
[CUSTOMER][NEUTRAL] When I
[CUSTOMER][NEUTRAL] But blah blah and then I'll go in.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So up to $1000 a day, is there a limit? I'll think about it.
[AGENT][NEUTRAL] Uh, the, the limit is $1000 a day.
[CUSTOMER][POSITIVE] Yeah, hopefully he's OK today, the other guy.
[AGENT][NEUTRAL] There's no visit limit.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Can I get a reference number for this call and your name? What's your name again? Sorry.
[AGENT][NEUTRAL] My name is [PII] And to reference the call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] You should probably stay there
[CUSTOMER][NEUTRAL] Last initial.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][POSITIVE] You have a wonderful day, [PII].
[CUSTOMER][POSITIVE] Have a blessed [PII] bye bye.
[AGENT][NEUTRAL] Same