AccountId: 011433970860
ContactId: 83a10270-4412-4863-83ef-bf4d189a9989
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260108 ms
Total Talk Time (AGENT): 103376 ms
Total Talk Time (CUSTOMER): 89393 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/83a10270-4412-4863-83ef-bf4d189a9989_20250415T22:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon, my name is [PII]. I'm calling with Circle Park Chiropractic. I'm needing to get some benefits on a mutual patient, please.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with um benefits. um can I please get your callback number ma'am just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 025926.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 74.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] This is just to verify her benefits. It's not a guarantee of payment.
[AGENT][NEUTRAL] Um, is she gonna be in an office setting, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, chiropractic.
[AGENT][NEUTRAL] OK, so she has
[AGENT][NEUTRAL] OK, she has outpatient accident and sickness treatment benefit for an office setting that pays $50. She gets $4 a year.
[CUSTOMER][NEUTRAL] Uh 4 visits a year.
[CUSTOMER][NEUTRAL] And y'all will cover $50.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am. She has a limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] Is that per visit?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm sorry, let me
[CUSTOMER][NEUTRAL] OK, so 4 visits a year and it it.
[AGENT][POSITIVE] Yes, go ahead, take your time.
[CUSTOMER][NEUTRAL] 4 visits a year and it covers $50 each visit or a maximum of $50.
[AGENT][NEUTRAL] $50 each visit.
[CUSTOMER][NEUTRAL] OK, does she have a set copay with?
[AGENT][NEUTRAL] And this is
[AGENT][NEUTRAL] Uh, she does not have a copay, and this is just to verify her benefits. It's not a guarantee of payment.
[CUSTOMER][NEUTRAL] No, it
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And then what about a major medical deductible? Does she have one of those?
[AGENT][NEUTRAL] No, this is not a major medical insurance. It's a limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK, so we're just gonna say 0.
[CUSTOMER][POSITIVE] OK, um, I, I think that's everything I needed. I'm gonna take it to my, to the physician and see kind of what he wants to do, um, and I, I'm so sorry I did not catch your name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And could I get a reference number from you?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much I hope you have a great evening.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Is there anything else I can help you with before we go? Any other questions?
[CUSTOMER][POSITIVE] No, ma'am, I think I got everything.
[AGENT][POSITIVE] OK, well you have a wonderful night too, and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] Mm bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye.