AccountId: 011433970860
ContactId: ec23c140-8ae1-4fac-99d3-d8ff82caa7f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117010 ms
Total Talk Time (AGENT): 56868 ms
Total Talk Time (CUSTOMER): 62068 ms
Interruptions: 5
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/ec23c140-8ae1-4fac-99d3-d8ff82caa7f1_20250516T16:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, my name's [PII], and I'm a toy chiropractic. I just need to see if I can, um, verify coverage for a patient, please.
[AGENT][NEUTRAL] OK, I can help with that. I'm sorry, did you say your name is [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. May I have your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Um, 02069892.
[AGENT][NEUTRAL] Thank you very much. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you. I have that member pulled up and your cost for benefits, did you say for chiropractic?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, one moment, I can help you with that. Um, he shows effective as of excuse me, [PII]. Policy shows active. One moment please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] policy showing the.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][POSITIVE] And thank you so much for your patience. Please note verification of benefits provided does not guarantee payment. We pay up to $2000 for the calendar year.
[CUSTOMER][NEUTRAL] please note verification provided does not guarantee payment we pay up to $2000 for the calendar year. OK. And remember does have a deductible of $1500.
[AGENT][NEUTRAL] The member does have a deductible of 1500.
[AGENT][NEUTRAL] I can check to see what has been met towards that if you like, um, [PII].
[CUSTOMER][POSITIVE] OK, that'd be, that would be great if you could.
[AGENT][POSITIVE] Alright, I can for you one moment thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hey [PII], the member has not made anything towards his outpatient, um, deductible.
[CUSTOMER][POSITIVE] has not met anything towards his outpatient um deductible. OK, that's what I needed to know. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Anything else I can assist you with today?
[CUSTOMER][NEUTRAL] You're
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you for calling. Thanks you too.
[AGENT][NEUTRAL] Bye.