AccountId: 011433970860
ContactId: 7ca4d849-a5e0-4474-b855-b0f373a85535
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165979 ms
Total Talk Time (AGENT): 66708 ms
Total Talk Time (CUSTOMER): 42990 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/7ca4d849-a5e0-4474-b855-b0f373a85535_20250228T14:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi there, I'm trying to verify my patient's chiropractic and physical therapy benefit please.
[AGENT][NEUTRAL] OK, so you're needing to verify benefit information for members, is that correct? Yes, ma'am. I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Real Healthcare.
[AGENT][POSITIVE] Thank you, [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Uh, is that the outpatient cert number?
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] 02473124 ML8
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And any information that I do provide for you today will be a verification of benefits, [PII], and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you also need eligibility for her or strictly just benefits?
[CUSTOMER][POSITIVE] Just the benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just a moment, [PII]. My system is taking a little time here.
[AGENT][NEUTRAL] OK, so now, is this treatment gonna be done in the office or an outpatient setting? OK, so on this policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, no, we're an office.
[AGENT][NEUTRAL] OK, so on this policy, this supplemental policy does not
[AGENT][NEUTRAL] Cover office visits or office treatment?
[CUSTOMER][NEUTRAL] Does not cover off so basically we we we would be excluded.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. And is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][NEUTRAL] OK.