AccountId: 011433970860
ContactId: 0335cc39-3992-4093-84f9-a1c4118547be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213679 ms
Total Talk Time (AGENT): 55146 ms
Total Talk Time (CUSTOMER): 94488 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0335cc39-3992-4093-84f9-a1c4118547be_20250204T15:41_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Cario Flex therapy. Um, I have a new patient that's joining us and she gave me this card, so I'm just trying to find out. I'm assuming this is like a supplemental, a secondary?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I'll have to pull up the information to verify. Give me your name.
[CUSTOMER][NEUTRAL] OK, my name is [PII]
[AGENT][NEUTRAL] OK. And did you say you're verifying benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Um, I, I'm not sure. I'm looking at the card and I don't, I see a payer ID and then I see outpatient benefits cert number.
[AGENT][NEUTRAL] It would
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK, so 02212155 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They've made [PII] calls yeah.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] It's been so crazy.
[CUSTOMER][NEUTRAL] Um, yeah, so.
[CUSTOMER][NEUTRAL] He canceled yesterday, so we just need to reschedule.
[CUSTOMER][NEUTRAL] Unless he's already scheduled, I didn't even know he's scheduled to file him. I don't know why she put him away. He's scheduled for Wednesday.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] Um, uh, it's, it's for their child, but I, and I have the date of birth, but I don't have the name, but I can give you [PII]. Um, it's [PII] Last name is, I think it's [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said the service is for a dependent child but you don't know who it is?
[CUSTOMER][NEUTRAL] Uh, yeah, no, I just talked to the dad [PII], and I didn't ask. Obviously I'm just trying to find benefits and I was gonna call them back. I do have her date of birth which is [PII].
[AGENT][NEUTRAL] OK, and what type of service is it for?
[CUSTOMER][NEUTRAL] Physical therapy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the policy effective date is [PII]. Policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the maximum outpatient benefit is up to $500 per calendar day.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment. And any other questions, [PII] I can help out with today?
[CUSTOMER][NEUTRAL] Uh, no, that was it. I just wanted to make sure, so this is like a secondary supplemental.
[AGENT][NEUTRAL] It is secondary to the major medical plan, yes.
[CUSTOMER][POSITIVE] Perfect, that's what I needed to know. Thank you so much.
[AGENT][POSITIVE] All [PII]. Anything else I can help out with today?
[CUSTOMER][POSITIVE] That is it. Have a great day.
[AGENT][POSITIVE] You too, thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] bye bye.