AccountId: 011433970860
ContactId: d572b8d7-0764-4d6d-bbe5-27c8165cf456
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212460 ms
Total Talk Time (AGENT): 114941 ms
Total Talk Time (CUSTOMER): 43294 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/d572b8d7-0764-4d6d-bbe5-27c8165cf456_20250512T18:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Action Chiropractic, and I just need to get the chiropractic benefits for a patient and then also to find out if we are in network or out of network with this plan.
[AGENT][NEUTRAL] Hi [PII], I can help you with, so you're wanting to get benefit information and then also network information to see if y'all are in or out of network, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes, I can help you. And what is your, well, I can help you with part of it. Uh, [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02619746
[AGENT][POSITIVE] Thank you, one moment please.
[AGENT][NEUTRAL] And any information that I do provide for you today, but it would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you. And did you need, you, did you need eligibility or not? Did you need to know her effective date? or do you already have that?
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] OK, so the policy is active. OK, the policy is active effective [PII].
[CUSTOMER][NEUTRAL] No, I need that too.
[AGENT][NEUTRAL] And again any information provided will be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] So there
[AGENT][NEGATIVE] There are not any benefits for chiropractic care on this limited benefit plan.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And that's really all I needed is there a reference number for our call?
[AGENT][NEUTRAL] Yes, you would use my name along with today's date and let me double check one thing for you on here, one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, she does have an accident and sickness treatment benefit for a physician's office.
[AGENT][NEUTRAL] Benefit on here, [PII], which is a $50 per day but a max of 4 days per calendar year per cover person.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I don't think that would apply, but I will let the doctor know.
[AGENT][NEUTRAL] I don't think so either, but I just wanted to, yeah, make sure you have that information and then um if you all were to uh end up filing a claim with us broker just for future reference on our policies once we've processed claims, we do have a portal that you should be able to check claim status in and the website that you would go to for that is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK excellent thank you so much [PII] I appreciate your help you have a great day.
[AGENT][POSITIVE] OK. Well, you're welcome. I hope you have a great day too, [PII], and thank you again for calling. Uh-huh.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.