AccountId: 011433970860
ContactId: e69fad48-2842-41df-a44e-095d2398c7ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279290 ms
Total Talk Time (AGENT): 140461 ms
Total Talk Time (CUSTOMER): 91767 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/e69fad48-2842-41df-a44e-095d2398c7ea_20250102T13:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from the Wellness Connection, and I was just calling to see if this patient has any chiropractic benefits on their plan.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to help you with those chiropractic, I can't say it, benefits.
[AGENT][NEUTRAL] What is a good callback number?
[CUSTOMER][POSITIVE] Perfect. Thank you.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. Last name is [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 02543807
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth? I'm sorry, we've already done that. [PII], yeah, got him. I do apologize. I went out of order, but I wrote everything down so I wouldn't have to ask you again.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII] in [PII], we, we'll give a pass.
[AGENT][POSITIVE] Oh, yes, thank you. I appreciate that, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Of course, absolutely.
[AGENT][NEUTRAL] Let, let me check on something to see if he's even eligible.
[AGENT][NEUTRAL] Now, it looks like.
[AGENT][NEUTRAL] Let me check. I apologize. I'm having to check for eligibility first.
[CUSTOMER][POSITIVE] That's all right.
[AGENT][NEUTRAL] Do you mind if I put you on a brief hold so that I can verify that eligibility before we look at chiropractic benefits?
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][POSITIVE] All right, thank you. I appreciate it. One moment please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hi, [PII]. Happy New Year. This is [PII]. Can, can you help me check eligibility on a patient?
[CUSTOMER][POSITIVE] Happy New Year.
[CUSTOMER][NEUTRAL] Um, I'm not quite sure how that works.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I mean, just to see if the policy is in fact going to lapse or if it's active.
[CUSTOMER][NEUTRAL] Oh, all right. OK, got it.
[AGENT][NEUTRAL] Policy number is 254.
[AGENT][NEUTRAL] 3807.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have a provider on the line uh for eligibility for part two. I see the featured lapsed date of [PII], but when I go to PLBFT, there's no termination.
[AGENT][NEUTRAL] D
[AGENT][NEUTRAL] I see for future lab date.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Yes, the
[CUSTOMER][NEUTRAL] Yes, once the policy gets paid out, um, it will lapse effective [PII] and that's when the lapse date is gonna be applied into PIPFT.
[AGENT][NEUTRAL] Got you. OK, thank you. So uh that's all I needed. I just need to verify that it was in fact will be turned on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] No benefits available. Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I appreciate it.
[CUSTOMER][POSITIVE] You're welcome. Have a good one.
[AGENT][POSITIVE] I hope you do too, [PII]. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], thank you for your patience. So actually the policy will not provide benefits after data service 121. It's
[CUSTOMER][POSITIVE] Yes, no problem.
[CUSTOMER][NEUTRAL] OK, so it's no longer active.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, that is what I needed to know.
[AGENT][POSITIVE] Well, it's been such a pleasure to assist you, and I did check to see if they had any other coverage with us, and, and they do not. But thank you for calling APL. It's a pleasure to assist you with that eligibility for [PII], and I hope you have a wonderful day and I hope this is the best new year ever.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] We're gonna claim it.
[CUSTOMER][POSITIVE] Oh, thank you so much. You as well.
[AGENT][POSITIVE] Thank you, [PII]. Take care.
[CUSTOMER][POSITIVE] Take care. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.