AccountId: 011433970860
ContactId: 25dbb5a2-f0cf-496b-baa6-672c4d8df5b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109980 ms
Total Talk Time (AGENT): 44258 ms
Total Talk Time (CUSTOMER): 25530 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/25dbb5a2-f0cf-496b-baa6-672c4d8df5b4_20250625T17:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I just need to get some um benefits for a member.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and call back is [PII].
[AGENT][NEUTRAL] Thank you [PII]. Can I have the policy number of the member that you're calling to verify eligibility for.
[CUSTOMER][NEUTRAL] Yep it is 024743777.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's 82 of 63.
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for what place of service.
[CUSTOMER][NEUTRAL] Um, it's for a chiropractor's office.
[AGENT][NEUTRAL] Oh, it's been active since [PII] and it's currently active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like she is
[AGENT][NEUTRAL] Treatment received in the office covered under her outpatient benefits. However, the office visit itself is not covered, and it falls under her outpatient benefits benefits of $3000 and this is not a guaranteed benefits, just a disclaimer of the policy coverage.
[CUSTOMER][POSITIVE] OK awesome.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Nope that was it today thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APM. You have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.