AccountId: 011433970860
ContactId: 0e684588-5c96-4477-8949-368ddcf40f87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163350 ms
Total Talk Time (AGENT): 82626 ms
Total Talk Time (CUSTOMER): 53348 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/0e684588-5c96-4477-8949-368ddcf40f87_20250305T19:54_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] Hello, [PII]. My name is [PII]. Last initial [PII]. I'm calling from East Countryside Hospital looking for some therapy benefits on a member, please.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, that is 02585357.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active, it's been effective since [PII]. And you said you need benefits for mental behavior health?
[CUSTOMER][NEUTRAL] Um, physical therapy building facility.
[AGENT][NEUTRAL] Oh, physical therapy. OK. Hold on one moment. Let's see. And you said it's a physical therapy facility?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is this a supplemental policy that do you pay second?
[AGENT][NEUTRAL] Yes, we do. We pay um the we pay towards the co-pay, deductible and co-insurance of coverage charges after United Healthcare.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the um outpatient um benefits, the policy will pay up to $2000 per calendar year.
[AGENT][NEUTRAL] Did you want me to see if any of the benefits have been used?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] Um, so far none of the outpatient benefits have been used.
[CUSTOMER][NEUTRAL] OK, super. And are you seeing that we're a network? Will it cover um East Countryside Hospital?
[AGENT][NEUTRAL] So there's no in or out of network coverage for the secondary policy. Um, the primary may have a network, but this one is for secondary, there's no network.
[CUSTOMER][NEUTRAL] OK, super. Thank you, [PII]. Is there a reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, great. Thank you so much for your help today. You have a good rest of your day.
[AGENT][POSITIVE] You're welcome, [PII]. You also, and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.