AccountId: 011433970860
ContactId: 915a8373-0f1b-4d2c-9640-2c69f59b26b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242149 ms
Total Talk Time (AGENT): 93483 ms
Total Talk Time (CUSTOMER): 107787 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/915a8373-0f1b-4d2c-9640-2c69f59b26b0_20250407T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing?
[AGENT][POSITIVE] I'm doing good. How are you doing this morning?
[CUSTOMER][NEUTRAL] I'm great thanks for asking [PII]. This is [PII]. I have a provider on the phone. She's calling in regards to a policy. Let me know when you're ready for the policy. She wanted to verify, so I was able to verify the the office visits benefits for her. However, she wants to verify if chiropractor is covered under the policy.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It is 258-6172. That's 258-61772.
[AGENT][NEUTRAL] OK, and what's the um the lady's name that's calling or the provider that's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and she's with which office?
[CUSTOMER][NEUTRAL] I forgot, but her callback number is [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK dokey alright you can go ahead and put through, thank you.
[CUSTOMER][NEUTRAL] Hold one moment.
[CUSTOMER][POSITIVE] Alright, thank you [PII], have a good one.
[AGENT][POSITIVE] You're welcome [PII].
[CUSTOMER][POSITIVE] Hello [PII]. I'm gonna transfer you over to [PII]. She's gonna better assist you, but thanks for calling APL and you have a great day. Have a good day, [PII].
[AGENT][NEUTRAL] Be here team Miss [PII].
[AGENT][NEUTRAL] Um, Ms. [PII].
[AGENT][NEUTRAL] Team
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] V5 benefits for a patient, is that correct?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I can help you with that. Um, what is the patient's name that's on the policy?
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][NEUTRAL] OK, thank you. And um can you give me the patient's date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, let's go ahead and pull, look up.
[AGENT][NEUTRAL] OK, and this is just to verify benefits. It's not a guarantee of payment. Uh, the insured has uh outpatient benefits for the emergency room, urgent care center, physician's office, or a physical therapy center.
[CUSTOMER][NEUTRAL] You don't show anything for chiropractic correct then?
[AGENT][NEUTRAL] No, that would be considered a physician's office.
[CUSTOMER][NEUTRAL] And that would be the office visit coverage which would be for an an exam visit, a new patient or existing, and then I think I got she um [PII] maybe it was able to give me that $100 per visit and it's um 5 visits uh 5 is the max.
[AGENT][POSITIVE] Yes, for and Ax yes ma'am, you've got that correct.
[CUSTOMER][NEUTRAL] OK, perfect. OK, that I, I got the same information maybe last week and I just wanted to confirm because patient is coming in for care, um, but then again an office visit would be uh an exam for a new patient or existing patient, not necessarily the, the spinal manipulation coverage.
[AGENT][NEUTRAL] Right, that's correct, um, it would be that it's a indemnity plan, so an indemnity plan has a set amount for a covered, um, um, facility.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Yeah, I, I understand that it's and, and it's completely fine. It's just that he's, he's stating that he wants to move over forward with insurance, but you know if it's not covered other than the office visit, then you know there is some stuff that he's gonna have to pay out of pocket.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Perfect well I appreciate you confirming that with me, [PII]. I appreciate your help.
[AGENT][POSITIVE] OK, you're very welcome. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No thank you [PII] have a good day.
[AGENT][POSITIVE] You too. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.