AccountId: 011433970860
ContactId: 0c69321f-64ac-4776-aec0-62586796a112
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139559 ms
Total Talk Time (AGENT): 56382 ms
Total Talk Time (CUSTOMER): 41316 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0c69321f-64ac-4776-aec0-62586796a112_20250210T18:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Select Physical Therapy. I'm trying, calling to confirm that a patient's plan is active and get her benefits.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] Sorry, my name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it'll be [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01871927.
[AGENT][NEUTRAL] Thank you, hold on one moment, please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] And the date of birth
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] OK, the effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy does coordinate with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible co-pay or co-insurance for outpatient we'll pay up to 5000 per calendar year.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And then are you able to tell if anything's already been applied or no?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[AGENT][NEUTRAL] They have not used anything for this year.
[CUSTOMER][NEUTRAL] Alrighty, well, in that case I believe that answers all my questions. Um, are you able to give me a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's day.
[CUSTOMER][POSITIVE] All right, that sounds perfect thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling API. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.