AccountId: 011433970860
ContactId: be2f961c-de1e-4ad3-a6f2-35c85a59cd6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187789 ms
Total Talk Time (AGENT): 60641 ms
Total Talk Time (CUSTOMER): 105711 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/be2f961c-de1e-4ad3-a6f2-35c85a59cd6b_20250207T13:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] calling from Family Health Chiropractic. I'm hoping you can, excuse me, verify for me, um, if this patient has any chiro benefits under this policy for you guys.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 02582095.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So this plan has no office visit benefits, but any treatment received in the office, this plan will pick up, and the benefit for that allows 9100 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now will Mr. [PII] have any copays or co-insurances or anything like that?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Per, um, treatment visit.
[AGENT][NEUTRAL] No, ma'am. This plan will pick up his co-pays, coinsurance and or deductibles behind the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I was gonna say you guys are set up as his secondary policy correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And I have um he gave me an address here the [PII]. I can send his claims there.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK perfect um let's see, is there anything that's excluded for him in a chiropractic clinic?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And any um pre-certifications or.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Yeah, it does it require any pre-certifications?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEGATIVE] No please
[CUSTOMER][POSITIVE] Alright, great, I'm glad I got a hold of somebody this time. I tried to call a few times before and we couldn't get a hold of anybody. I know it's been pretty crazy at the beginning of the year everybody calling to get benefits, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Um, alrighty, well thank you so much for all your help. I got everything that I need from Mr. [PII] and I'll let him know, um, that I was able to get everything verified for him.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] Yes ma'am thank you you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.