AccountId: 011433970860
ContactId: ec5e50f8-a626-4cbd-8903-525a5da49c38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217669 ms
Total Talk Time (AGENT): 92048 ms
Total Talk Time (CUSTOMER): 80185 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/ec5e50f8-a626-4cbd-8903-525a5da49c38_20250129T16:40_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII], and I work for Lake Charles Chiropractic. I had, um, someone come in to see if we could accept their insurance, and I've just never heard of your company before. Um, she had mentioned that most providers do take it and all we had to do is file a claim with you. Um, I just wanted to double check and make sure that we were within her network.
[AGENT][NEUTRAL] OK, Ms. [PII], I'd love to take a look at that for you. Do you have that policy network or not, I cannot talk. I'm sorry. The policy number handy?
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Yes, it is 02560717.
[AGENT][NEUTRAL] Thank you. And while I'm pulling that up, do you mind if I also go ahead and snag a quick call back number from you?
[CUSTOMER][NEUTRAL] Perfect, yeah, [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right. And would you be able to verify for me, um, her first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, give me one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, it's [PII]
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][POSITIVE] Awesome thank you so much.
[CUSTOMER][POSITIVE] Yeah, not a problem.
[CUSTOMER][NEUTRAL] Hm and I believe she is the spousal on it, um, her husband is the main.
[AGENT][NEUTRAL] Perfect, I do see that so she is on this policy. She's current and active, um, with an effective date of [PII], and this policy with us is a supplemental hospital indemnity policy. It does not have a network, um, and she does have.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] She does have limited supplemental benefits through it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would you be able to tell me if chiropractic care is covered within that at all?
[AGENT][NEUTRAL] I don't see where it would be considered covered. Her outpatient policy. I do wanna let you know any benefit information I give you is always a verification of coverage and not a guarantee of payment, um, but she has outpatient like for a physician's office urgent care ER. She even has physical feature or occupational therapy, but I'm not sure chiropractics would fall underneath any of that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty um well thank you so much for your time and for giving me that clarification um I appreciate it.
[AGENT][POSITIVE] Absolutely, I definitely would recommend just submitting a claim just in case something goes through though. Like I always err on the side of throwing a claim at us.
[CUSTOMER][POSITIVE] OK, alrighty, thank you.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you so much for calling APL. I hope you have a fabulous week.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Bye bye.