AccountId: 011433970860
ContactId: b5544fa9-d17c-45ac-8b8c-57e55bba739e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291179 ms
Total Talk Time (AGENT): 87454 ms
Total Talk Time (CUSTOMER): 131438 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/b5544fa9-d17c-45ac-8b8c-57e55bba739e_20250410T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], my name is [PII] and I'm calling from a provider's office. I'm calling from a chiropractic office. I feel amazing spun and enjoy. Um, we have a mutual patient that's coming in for chiropractic care, um, and has United Healthcare as primary, so I wanted to see what this would cover for adjustments here in the office.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] And you know what, she couldn't find a policy number. She could only find the group number for some reason. Will that suffice or do you need something else?
[AGENT][NEUTRAL] You have her social?
[CUSTOMER][NEUTRAL] Oh no, I don't um when we called her we asked her for the ID number and she couldn't find anything other than the group number for some reason and that's all that we have uh we have that group number, name and date of birth.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] Route number is [PII].
[AGENT][NEUTRAL] Let's try the name. I didn't get anything under that. What's the last name?
[CUSTOMER][NEUTRAL] The last name is [PII]. That's [PII], and then the first name is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, what's her date of birth?
[CUSTOMER][NEUTRAL] Date of birth I have [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me pull up her benefits, and this is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Let's see what she has.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Um, let me give you her policy number. It's um 2.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Beautiful, yeah, I was just gonna ask that whenever you're ready.
[AGENT][NEUTRAL] Yeah, yeah. 244-1490.
[CUSTOMER][POSITIVE] Beautiful thank you OK.
[AGENT][NEUTRAL] OK, let's see what she has.
[CUSTOMER][NEUTRAL] for her
[AGENT][NEUTRAL] OK, so they're under this policy, there's no benefit for the actual office visit, um, but services performed in the office like treatments and procedures would be covered up, and the benefit is $7150 per calendar year. So basically this is a gap plan, so after primary processes the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any, any patient responsibility left over from that deductible, co-insurance, co-pays.
[AGENT][NEUTRAL] It will pay up to $7150 per calendar year for treatments and procedures performed in the doctor's office.
[CUSTOMER][POSITIVE] Beautiful. OK, because the UnitedHealthcare came out as a $30 co-pay and then so she mentioned this insurance should cover that co-pay. So that's what it sounds like. So, um, OK, got it, and
[CUSTOMER][NEUTRAL] We also have the husband as well that I believe um still still coming in same thing would you be able to let me know the ID number for that as well if I give you his name and date of birth for the husband?
[AGENT][NEUTRAL] Um, it's the same one. What was his name? Can you just confirm that and his date of birth?
[CUSTOMER][NEUTRAL] Yeah, let me just um [PII], oh sorry, I should start out with the last name probably. It's [PII], and then the first name is [PII] at the end.
[AGENT][NEUTRAL] OK, yes, same policy number for him.
[CUSTOMER][POSITIVE] Beautiful awesome and I think that should cover it if I can get your name one more time and a reference number.
[AGENT][NEUTRAL] Um, our reference number is just my name, which is [PII], first initial to last name, [PII], and then today's date.
[CUSTOMER][POSITIVE] Easy enough thank you have a beautiful day you take care.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you bye bye.