AccountId: 011433970860
ContactId: 8c01cb9a-8b3d-47f6-94e1-5283d56d07a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441500 ms
Total Talk Time (AGENT): 64083 ms
Total Talk Time (CUSTOMER): 58957 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/8c01cb9a-8b3d-47f6-94e1-5283d56d07a8_20250103T14:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. So my name is [PII], and I am calling from Le Center Chiropractic calling on behalf of a patient. I wanted to verify their benefits to see if there's actually chiropractic benefits available.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, no, sure, I can assist you with benefits, um, OK, and may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh yes, her policy number is 02.
[CUSTOMER][NEUTRAL] 555.
[CUSTOMER][NEUTRAL] 633.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, her name is [PII].
[CUSTOMER][NEUTRAL] Birthday is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Front and the back.
[AGENT][NEUTRAL] Let me fancy, let me check and see if it's a cover service.
[CUSTOMER][NEUTRAL] You wanna
[AGENT][NEUTRAL] It's gonna be a minute I have to pull the certificate and go over the benefits just to make sure for chiropractic. Um, do you mind holding for me?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, that's just fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for Miss [PII]. OK, so I checked the policy information and it doesn't look like it, it's covering um chiropractic.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's what I was wondering that's why I wanted to check, so no chiropractic coverage.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Mm, correct.
[CUSTOMER][POSITIVE] OK perfect, all right.
[AGENT][POSITIVE] Mm OK. Is there anything else I may help you with today, Miss [PII]? Any other questions or concerns? All right. OK. Well, thank you for calling ATL. You have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] Uh, no, that's all I needed to know.
[CUSTOMER][POSITIVE] Yes, you as well thank you so much so.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.