AccountId: 011433970860
ContactId: c8013aa4-f853-4542-b869-b60bb2f585e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115139 ms
Total Talk Time (AGENT): 50021 ms
Total Talk Time (CUSTOMER): 41746 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/c8013aa4-f853-4542-b869-b60bb2f585e4_20250124T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Slei Chiropractic. I wanted to see if a patient has chiropractic benefits, please.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on benefits today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, I have 02150688.
[AGENT][POSITIVE] All right, thank you for that. Let me pull this up here.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Alright, thank you so much. Patients plan is active. Effective date is [PII]. So we are the secondary insurance. This is gonna cover deductible, co-pay, co-insurance. The primary does not. The out of our outpatient benefit max for the calendar year is $2000 it looks like.
[CUSTOMER][NEUTRAL] So you'll cover up to $2000 per year?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that what that part OK up to.
[CUSTOMER][POSITIVE] OK, fantastic and then um.
[CUSTOMER][NEUTRAL] Alright, great, I believe, can I get the mailing address going to be the [PII]?
[AGENT][POSITIVE] Yes, ma'am, yep.
[CUSTOMER][POSITIVE] Alright fantastic thank you so much. Is there a fax number that I could fax claims to?
[AGENT][NEUTRAL] Yeah, absolutely, [PII], let me get that to you. The fax number is [PII].
[CUSTOMER][POSITIVE] Awesome perfect thank you so much sir have a great day.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][NEUTRAL] Mhm bye.