AccountId: 011433970860
ContactId: 437335af-52e1-4d9d-b496-8e5fe23787d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102180 ms
Total Talk Time (AGENT): 39029 ms
Total Talk Time (CUSTOMER): 44827 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/437335af-52e1-4d9d-b496-8e5fe23787d4_20250603T19:26_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a chiropractic office and wanted to see if this plan that the patient gave me has any chiropractic benefits.
[AGENT][POSITIVE] OK, I'll be happy to assist.
[AGENT][POSITIVE] With benefits [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02337066
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for that. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. Now I don't show this policy has benefits for treatment in an office or clinic setting.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it.
[CUSTOMER][NEGATIVE] And there's not gonna be any chiropractic benefits on this plan.
[AGENT][NEGATIVE] No, there's no office benefit, so no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of no office or out pay it's probably just a hospital.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hospital plan then OK all right well I appreciate you checking that for me um tell me your name again?
[AGENT][NEUTRAL] [PII] last initial [PII]. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] No, that was it thank you very much.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye.