AccountId: 011433970860
ContactId: e3e08a34-be0d-466f-b714-4494d76e4803
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177460 ms
Total Talk Time (AGENT): 71378 ms
Total Talk Time (CUSTOMER): 62361 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/e3e08a34-be0d-466f-b714-4494d76e4803_20250305T16:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry. Yes, uh, I just have a question about my insurance.
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh let's see.
[CUSTOMER][NEUTRAL] Let's see if I got it out here.
[CUSTOMER][NEUTRAL] Uh, it's 02.
[CUSTOMER][NEUTRAL] 594-563
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] And you said you said email address?
[AGENT][NEUTRAL] Mailing address and email address on file.
[CUSTOMER][NEUTRAL] Alright, mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII] and email is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. And how may I assist you with this policy?
[CUSTOMER][NEUTRAL] Yeah, I just had a question about like the coverage and things um do you guys, so with the.
[CUSTOMER][NEUTRAL] The insurance, the coverage that I have, do we coverage, uh, like the chiropractor or no?
[AGENT][NEUTRAL] Like which one? I'm sorry?
[CUSTOMER][NEUTRAL] I said I just wanna know that it would chiropractor be up on uh uh the insurance like coverage?
[AGENT][NEUTRAL] Yeah, but I'm not really understanding what you're trying to see that is covered. What's the name of the procedure?
[CUSTOMER][NEUTRAL] Just chiropractor.
[AGENT][NEUTRAL] Chiropractic. OK. Um, let me go ahead and get um your medical because the one you gave me was the dental. OK, one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What type of service they're trying to do? Is it manipulation or what type of service do you know?
[CUSTOMER][NEUTRAL] No, I don't know offhand. I just wanna know was it covered up on it.
[AGENT][NEUTRAL] You don't know.
[AGENT][NEUTRAL] OK, um, so this one in particular, and this is not a guarantee of payment, just a verification of coverage. Uh, this one, if it's for manipulation, it will cover under the office visit, which is, um, let's see, $75 per visit, maximum of 4 visits per covered person per calendar year, and this is a combined benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That will be for