AccountId: 011433970860
ContactId: 8139948a-27da-4704-9d2c-4a668dd17ee7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275230 ms
Total Talk Time (AGENT): 67834 ms
Total Talk Time (CUSTOMER): 91812 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/8139948a-27da-4704-9d2c-4a668dd17ee7_20250127T20:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm with McCracken County Chiropractic, and I was trying to um verify chiropractic benefits for a patient of ours.
[AGENT][POSITIVE] I'd be happy to assist with benefits that carry if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And he's saying he doesn't have a card like so I don't have a member ID number I just have date of birth, social things like that.
[AGENT][NEUTRAL] OK, may I have the social?
[CUSTOMER][NEUTRAL] Yeah, let's see. Well, now that I said that it's gone. Hey [PII], what is your [PII], what's your social?
[CUSTOMER][NEUTRAL] Make it, sorry, I thought I had it but that's the.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you mind holding for me a moment please?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. I have a question about a HR policy.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] Um, policy number is 2543253.
[CUSTOMER][NEUTRAL] On a [PII] Reed.
[AGENT][NEUTRAL] Yes, um, I wanna say [PII] is not covered under HR but.
[AGENT][NEUTRAL] I don't remember. It's been so long.
[CUSTOMER][NEUTRAL] OK, so for this particular policy.
[CUSTOMER][NEUTRAL] They do have treatment in a physician's office. They will fall under the physician office treatment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, so I would just quote the office benefit.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you so much for your patience. I do show um he does have uh benefits for treatment in an office or clinic setting. He has 4 visits per calendar year with a benefit amount of $100 per visit.
[CUSTOMER][NEUTRAL] So it'd be he doesn't.
[CUSTOMER][NEUTRAL] Is that $100 that you guys up to $100 per visit that you guys would pay?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Is that OK, so it'd be 0 copay, OK, so he doesn't owe anything out of pocket for 4 visits.
[AGENT][NEUTRAL] Yeah, unless it goes over $100.
[CUSTOMER][NEUTRAL] Correct, got you. OK, I just wanted to make sure I'm like saying that right, OK.
[CUSTOMER][POSITIVE] OK, and that's for 4 visits perfect, awesome, and do we have a reference number for this call or anything?
[AGENT][NEUTRAL] Reference is just gonna be my name [PII] last initial S as in [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] The Dat perfect no that's awesome thank you so much. I appreciate your time.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Oh