AccountId: 011433970860
ContactId: 467c1b03-72a7-41f0-a9a1-e74658ebb49b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297670 ms
Total Talk Time (AGENT): 137826 ms
Total Talk Time (CUSTOMER): 82166 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/467c1b03-72a7-41f0-a9a1-e74658ebb49b_20250408T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, did you say your name was [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] That's my daughter's name. I should remember that OK hi uh.
[AGENT][POSITIVE] Oh, thank you. Hey.
[CUSTOMER][NEUTRAL] Um, my name is [PII]. I'm from Doctor [PII]'s office. I need to check chiropractic benefits on a patient, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Um, can I please get your callback number, ma'am, just in case the calls dropped. I've been having a little trouble with my phone, so if it does, just know that I will call you right back, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And Ms. [PII], what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Lockwood Chiropractic.
[AGENT][NEUTRAL] Lockwood, Cairo, OK.
[AGENT][NEUTRAL] Alright, and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I she does not have a policy number she gave me a phone number.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] OK, to call you and then I have, I have the rest of her information.
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] It up if you have her social.
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][POSITIVE] Oh, awesome. OK. And what is her social and her name and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her name is [PII]
[AGENT][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I have her pulled up now.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And she does have an active policy. Her effective date of the policy is [PII].
[AGENT][NEUTRAL] And let me pull up her benefits and it's just to verify benefits it's not a guarantee of payment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm gonna need to actually pull in her complete policy and look it over.
[AGENT][NEUTRAL] For us
[AGENT][POSITIVE] OK, so she has um benefits.
[AGENT][NEUTRAL] For outpatient sickness, um, of $75 and this is just to verify her benefits it's not a guarantee of payment, so for sickness she has a benefit writer that pays $75 and she gets 4 visits per year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that's, that's strange. I've never heard anything like that before.
[AGENT][NEUTRAL] Yeah, well, it's what she has is a hospital indemnity plan.
[AGENT][NEUTRAL] So it's limited benefit plan that um just has a set amount for covered procedures.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so she just needs the, yeah, so she just has medical not chiropractic.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, OK, so that's OK. I probably should tell her though, and she has 4 visits so she can go to the doctor 4 times a year.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah. So if she has a major medical, if she has a major medical, this helps too, but if she doesn't have.
[CUSTOMER][NEUTRAL] Wow, well, she.
[AGENT][NEUTRAL] For her medical insurance, then yeah, limited to 4.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well she probably doesn't know any of this but that's OK I'll tell her.
[AGENT][POSITIVE] Bless it.
[CUSTOMER][NEUTRAL] Yeah, well, you know.
[CUSTOMER][NEUTRAL] That happens, right?
[AGENT][NEUTRAL] Yes, ma'am, it does all day, every day.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] Yeah, well, thank you [PII] I appreciate your help. I hope you have a good evening.
[AGENT][POSITIVE] You're very, you're very welcome, Ms. [PII]. I hope you have a good night too. Is that all I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, yes, thank you very much OK bye.
[AGENT][POSITIVE] OK. You're welcome. You take care and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.