AccountId: 011433970860
ContactId: 0fd73ed2-1ec7-4703-8bce-9d0da548e8da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164960 ms
Total Talk Time (AGENT): 71496 ms
Total Talk Time (CUSTOMER): 77174 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/0fd73ed2-1ec7-4703-8bce-9d0da548e8da_20250508T20:40_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] Hi, so my name is [PII] too.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] One, I don't know about you, but uh.
[CUSTOMER][NEUTRAL] I, I'm calling from the provider's office on this, on a member that I need to see how their physical therapy does this APL cover physical therapy benefits.
[AGENT][NEUTRAL] OK. Um, I can definitely take a look at the policy and see what um benefits they have for physical therapy. And, and uh may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hey mama, it's [PII]. We're looking for to.
[AGENT][NEUTRAL] And the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] It is 02611491.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] How are you man? Confirming Monday.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII]. And hold on one moment, I'm just waiting for the benefits to pull up here so I can see physical therapy.
[CUSTOMER][NEUTRAL] And you're
[CUSTOMER][NEUTRAL] And this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 24515658.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Monday next week I've got you at [PII].
[CUSTOMER][NEUTRAL] Any
[AGENT][NEUTRAL] Alright, so for outpatient, the policy will pay up to $6500 per person per calendar year.
[CUSTOMER][NEUTRAL] I'm sorry, how much is it? How much is it?
[AGENT][NEUTRAL] 6500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that um does include physical therapy and a physical therapy facility or a physician's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] Great, have they used any of that? They still have benefits available?
[AGENT][NEUTRAL] Let's see, hold on one moment.
[CUSTOMER][NEUTRAL] Those are all the payment loans for me that's law.
[AGENT][NEUTRAL] Um, he has not used any of the benefits, so they still have the full 6500.
[CUSTOMER][NEUTRAL] OK great can I have a reference number?
[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] Oh my gosh, just like.
[AGENT][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Alright darling, they're gonna think I talked to myself. OK, thank you.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye-bye.