AccountId: 011433970860
ContactId: 1160fa64-698e-49d7-8c0f-4428fa230252
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140679 ms
Total Talk Time (AGENT): 67293 ms
Total Talk Time (CUSTOMER): 46608 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/1160fa64-698e-49d7-8c0f-4428fa230252_20250507T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling with Cora Physical Therapy, calling to verify a patient's um insurance for a secondary benefits.
[AGENT][POSITIVE] I'm sure I can assist you with benefits. Um first, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course. It's uh my first name is [PII], and I'll give you my phone number.
[CUSTOMER][NEUTRAL] Sorry, they gave me these weird numbers.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Would it be the payer ID?
[AGENT][NEUTRAL] Um, no, it's the outpatient certificate number.
[CUSTOMER][NEUTRAL] OK, I have, oh, I found it, sorry. It's 02353127 ML 8.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[AGENT][NEUTRAL] And let's see for physical therapy.
[AGENT][NEUTRAL] We, we cover up to 2000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect, um, that's all I needed to know. Do you guys do reference numbers or what do you guys do?
[AGENT][NEUTRAL] Um, you can use my name and today's date for the reference number. Um, my name is spelled [PII] My last initial is [PII], and today's date is the reference number. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That'll be all thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] OK, thank you.