AccountId: 011433970860
ContactId: bf36c472-2ce9-4d34-962e-5528714a877e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129740 ms
Total Talk Time (AGENT): 35403 ms
Total Talk Time (CUSTOMER): 73722 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/bf36c472-2ce9-4d34-962e-5528714a877e_20250521T14:25_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] Broker Resources. I have a question, a general question on Midlink 8. Can you help me?
[AGENT][NEUTRAL] OK. Do you have a
[CUSTOMER][NEUTRAL] I'm trying to, I've got a, yeah, let me give you a policy number. Uh, let's see, 1,731,960.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, I'm a broker resources here at APL like, um, you can, um, find me on like [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just have a generic question. I've got a broker on my other line, but I'm not transferring her. I just am asking.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the name?
[CUSTOMER][NEUTRAL] Uh, my name or the broker's name?
[AGENT][NEUTRAL] The, uh, policy, the insured's name.
[CUSTOMER][NEUTRAL] Uh, sorry, I, it's on [PII].
[AGENT][NEUTRAL] OK, and what's your question?
[CUSTOMER][NEUTRAL] So my question is, on physical therapy, I'm reading the policy and it doesn't say chiropractic, it says it has to be a physical therapy facility. Am I correct that chiropractic wouldn't fall under that?
[AGENT][NEUTRAL] Right, chiropractic wouldn't be covered under this policy because they don't have the OTR writer, only physical therapy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what I thought.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then the other question I also show it doesn't cover durable medical either, see they don't have that, but the other question is lab like a freestanding lab.
[CUSTOMER][NEUTRAL] Um, like if they have to go to like BLO or something like that.
[AGENT][NEGATIVE] It's not.
[AGENT][NEGATIVE] It's not covered. They don't have that lab writer.
[CUSTOMER][NEUTRAL] OK, that's what I thought.
[CUSTOMER][NEUTRAL] The lab, so they'd have to have the lab writer and the OTR writer for the chiropractic, and they have to have the DME writer for the DME, correct?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. That is all I needed thank you so much.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.