AccountId: 011433970860
ContactId: 02ab9e0b-cefb-460a-a5fd-812e5d94731a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185589 ms
Total Talk Time (AGENT): 79585 ms
Total Talk Time (CUSTOMER): 68929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/02ab9e0b-cefb-460a-a5fd-812e5d94731a_20250314T20:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes. I just need to verify a patient's physical therapy benefits and eligibility.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the benefits and eligibility for physical therapy. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII] and uh [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is 02129446.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], uh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing um that
[AGENT][NEUTRAL] This policy is no longer active, um, actually.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The last policy that they had active, or she had active with us was active from [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2543919.
[AGENT][NEUTRAL] The policy number that you gave, go ahead.
[CUSTOMER][NEUTRAL] So when
[CUSTOMER][NEUTRAL] Oh, sorry, go ahead.
[AGENT][NEUTRAL] It's OK. The policy number that you gave was effective from [PII].
[CUSTOMER][NEUTRAL] OK, is there a different one then I guess like that she could have active with you guys? or no?
[AGENT][NEUTRAL] So there's no, so there's no.
[CUSTOMER][NEUTRAL] Or does it not show that?
[AGENT][NEUTRAL] So there's no active coverage, the policy after your um terms on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Um, well, I will go off of their primary then cause that, it was supposed to be secondary to United Healthcare. But if they don't have the, the secondary, I'm assuming they just have the UnitedHealthcare now.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, well, I will do that then um what is a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. First initial and my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL, [PII]. Have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.