AccountId: 011433970860
ContactId: bcba147d-2bf3-4c27-aa22-92e81818ba19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84279 ms
Total Talk Time (AGENT): 16827 ms
Total Talk Time (CUSTOMER): 33813 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/bcba147d-2bf3-4c27-aa22-92e81818ba19_20250416T18:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII] in the Medli claims department. Um, I have a provider on the line who's calling to verify benefits for a hospital indemnity plan. And could you just take a look right quick and let me know if um it covers chiropractic services. I pulled up the policy and I'm only seeing inpatient and outpatient hospital coverage.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] I don't see any
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02587090.
[AGENT][NEUTRAL] Uh, for Dorcas Samoa.
[CUSTOMER][NEUTRAL] For darkness
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEGATIVE] Yeah, don't show anything for chiropractic, um, that would not be covered.
[CUSTOMER][NEUTRAL] OK. I didn't think so. I just wanted to make sure. Thank you, ma'am.
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][NEUTRAL] You too. Mm bye.