AccountId: 011433970860
ContactId: 110070a6-c12e-4e6e-aa33-20dbb7bb2546
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146630 ms
Total Talk Time (AGENT): 57156 ms
Total Talk Time (CUSTOMER): 51272 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/110070a6-c12e-4e6e-aa33-20dbb7bb2546_20250418T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling from Cora Physical Therapy. I was just calling to check if you guys will cover the copay for a patient that we're seeing in our clinic.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] callback number is [PII] and the extension is also [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02353127 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. You stated that this is a physical therapy?
[CUSTOMER][NEUTRAL] Yes, outpatient physical therapy.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And thank you so much for verifying the policy. Verification of coverage does not guarantee the payment of the claim.
[AGENT][NEUTRAL] For outpatient, the member does have up to $2000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It will go towards the primary insurance deductible, co-insurance, or co-pay. Again, this policy is for sickness and injury only. It will not cover any type of preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has she used any of that $2000?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][POSITIVE] OK. Perfect.
[CUSTOMER][POSITIVE] That was everything that I needed.
[AGENT][POSITIVE] OK, well I do wanna thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, bye.