AccountId: 011433970860
ContactId: 978cc038-0310-4f31-8991-3d1a94c75eca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377140 ms
Total Talk Time (AGENT): 139850 ms
Total Talk Time (CUSTOMER): 67888 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/978cc038-0310-4f31-8991-3d1a94c75eca_20250325T21:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. It's [PII]. My policy number is
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 59
[CUSTOMER][NEUTRAL] 785 6.
[AGENT][NEUTRAL] All right, thank you for that. Let me pull this up here. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And then, Mr. [PII], if I could please have your date of birth and address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's uh [PII].
[AGENT][POSITIVE] Thank you so much. How can I help today, sir?
[CUSTOMER][NEUTRAL] I have a notice or whatever explanation of benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just, is it, is chiropractic care covered?
[CUSTOMER][NEUTRAL] You know?
[AGENT][NEUTRAL] Uh, I can definitely check on the policy. Let me pull that up here. Give me just a second.
[CUSTOMER][NEUTRAL] I have another one after that.
[AGENT][NEUTRAL] So, it looks like your plan does have a portion on the schedule, excuse me, of benefits, uh, that does talk about outpatient benefits for physical, speech, occupational therapy, uh, physical therapy. It looks like it's covered at $30 a day and it covers a maximum of 4 days per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What else did you need me to check on for you today?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 92467.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Same address.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This is a claim for [PII].
[AGENT][NEUTRAL] OK, let me pull that up here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Was this your blood girl your last?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, so the claim that I show on the plan for [PII] that was submitted, it looks like that was processed out today. So it looks like there was a benefit payment made in the amount of $50 on that claim.
[AGENT][NEUTRAL] And so that was just processed today, so it'll be a few days before you see any sort of payment.
[CUSTOMER][NEUTRAL] But it was covered?
[AGENT][NEUTRAL] Yeah, they paid $50 it shows on the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And for mine on the [PII], everything was paid on that or?
[AGENT][NEUTRAL] Under yours?
[CUSTOMER][NEUTRAL] Or is that
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let me go back.
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] So under your name, I show one claim that was submitted on the [PII]. Does that sound about right?
[CUSTOMER][NEUTRAL] I don't know this says it's uh.
[CUSTOMER][POSITIVE] This one says it from the [PII] for modern Health Alternative that that's my chiropractor.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] This, so the claim that I see under your name, it looks like it's just awaiting um information for eligibility.
[AGENT][NEUTRAL] Um, it looks like you have this plan through like a staffing.
[CUSTOMER][NEUTRAL] Yeah, it's it's pay by it's yeah it's uh.
[AGENT][NEUTRAL] Agency.
[CUSTOMER][NEUTRAL] Uh, what is it that card or whatever.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, so they're just awaiting eligibility information. It's not been um denied or anything like that. It's just still awaiting information at this time.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][MIXED] OK, but I thought that benefits in the card was through you guys.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Benefits in a card is their own entity themselves. We're American Public Life. Benefits and a card is a separate entity.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] So, yeah, unfortunately, it's a lot, it's a lot of hands talking to a lot of hands, unfortunately.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, did you need me to check on anything else today for you, sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. I appreciate it.
[AGENT][POSITIVE] My pleasure. I hope you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks you too man bye.