AccountId: 011433970860
ContactId: 082bd593-12e7-4b95-829f-4fbaa5b4656e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250380 ms
Total Talk Time (AGENT): 77044 ms
Total Talk Time (CUSTOMER): 105305 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/082bd593-12e7-4b95-829f-4fbaa5b4656e_20250205T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I think you're supposed to verify if I have.
[CUSTOMER][NEUTRAL] Coverage. I just had a hip replacement done the [PII], and I was scheduled to go to physical therapy this morning for after treatment for my surgery.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And uh this formula just called me and said that my I didn't have insurance to cover that. The fitness formula is part of the Deaconess Medical Group. They own the facility.
[CUSTOMER][NEUTRAL] So I wanna know how come it's not covered since I got to have rehab for my knee, my total hip.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I don't have the policy number in front of me. I work for innovative Staffing Solutions.
[AGENT][NEUTRAL] OK, what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And verify your date of birth and your uh mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address on?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] My, my birthday is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's your email address?
[CUSTOMER][NEUTRAL] Really the
[CUSTOMER][NEUTRAL] [PII], but I don't use it for this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we just verified as a security measure, OK, so.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] We did receive a call from the provider's office. They were asking for physical therapy benefits.
[CUSTOMER][NEUTRAL] Mhm. Uh-huh.
[AGENT][NEUTRAL] So is it for physical therapy?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, physical therapy is not covered under your policy.
[CUSTOMER][NEGATIVE] How are you supposed to get over a full hip replacement if you don't have physical therapy?
[AGENT][NEUTRAL] Well, I mean, I understand that it's needed, but your policy does not cover it.
[CUSTOMER][NEUTRAL] What do I have to have for it to cover it?
[AGENT][NEUTRAL] OK, so this is a group policy and the policy that was selected for the employees does not include that that benefit. It doesn't cover the uh physical therapy service under this particular policy.
[AGENT][NEUTRAL] So if you have a question regarding the policy, then that would be a question to discuss with your employer.
[CUSTOMER][NEUTRAL] OK, once it
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Since we had numerous options for the different plans, which one do I have to have out of all of those that they gave us to choose from in order to have physical therapy?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so that's a question that you're gonna have to ask the employer, uh, [PII], because I don't know which ones they offered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will see if I can get a hold of [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] Not very much that doesn't help.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Any, anything else?
[CUSTOMER][NEUTRAL] Well, no, not right at this moment considering we were on our way up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] Alright, well if you don't have any other questions, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] as well.
[AGENT][NEUTRAL] Uh-huh.