AccountId: 011433970860
ContactId: 0d082547-4452-4286-9dde-c564890a74dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104919 ms
Total Talk Time (AGENT): 51577 ms
Total Talk Time (CUSTOMER): 32568 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/0d082547-4452-4286-9dde-c564890a74dc_20250320T13:01_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'd like to verify if a patient would be covered for physical therapy.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] 02518719
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. You're calling to verify the patient's policy covers physical therapy, so the member has outpatient benefits.
[AGENT][NEUTRAL] And physical therapy falls under the outpatient benefits of $300 per calendar day, and this is not a guaranteed benefits, just a disclaimer on the policy's coverage. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK, is there um a deductible out of pocket or anything?
[AGENT][NEUTRAL] No, this is a gap insurance.
[CUSTOMER][NEUTRAL] OK, and is there a visit limit of how many are covered?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get a reference number?
[AGENT][NEUTRAL] We don't provide those unfortunately, however, you could feel free to use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK, can I get your name?
[AGENT][NEUTRAL] [PII] and today's date is the reference. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That was everything thank you have a nice day.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Mhm.