AccountId: 011433970860
ContactId: b935cbc4-bac3-47ea-acb3-3746ca69c994
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127540 ms
Total Talk Time (AGENT): 62297 ms
Total Talk Time (CUSTOMER): 45688 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/b935cbc4-bac3-47ea-acb3-3746ca69c994_20250225T15:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Pitchcock Chiropractic. I just wanted to verify benefits for a patient.
[AGENT][NEUTRAL] I can help you with the benefits, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] D as in dog 43731408.
[AGENT][NEUTRAL] That is not the APL ID number. Ours is all numerical.
[CUSTOMER][NEUTRAL] OK, would it be
[CUSTOMER][NEUTRAL] Would it be the policy certification number?
[AGENT][NEUTRAL] It would.
[CUSTOMER][NEUTRAL] OK, that is 02513068.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with the eligibility and benefits for Ms. [PII]. I'm showing her policy is active with the effective date of [PII].
[AGENT][NEUTRAL] Are there specific benefits you're needing?
[CUSTOMER][NEUTRAL] I'm looking for chiropractic benefits.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Just get those benefits pulled up.
[AGENT][NEUTRAL] This policy does not have any office visit benefits. It's gonna cover hospital admission admission, um.
[AGENT][NEUTRAL] Surgical benefits, diagnostic benefits, and follow-up test benefit.
[CUSTOMER][NEUTRAL] OK, so it's not gonna cover exam or X-rays in our office either then.
[AGENT][NEGATIVE] It would not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, that is what I needed to know. Thank you for your time.
[AGENT][POSITIVE] Well, [PII], it's been a pleasure to assist you with that eligibility and benefit for [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.