AccountId: 011433970860
ContactId: 11c4b29f-3db6-4b12-babe-d267fe72fc2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184259 ms
Total Talk Time (AGENT): 83079 ms
Total Talk Time (CUSTOMER): 38938 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/11c4b29f-3db6-4b12-babe-d267fe72fc2b_20250313T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name's [PII] and I'm with McComb Physical Therapy, and I'm just calling to, uh, get, um.
[CUSTOMER][NEUTRAL] Benefits on a patient please.
[AGENT][NEUTRAL] OK, I can help you with benefits, Ms. [PII]. And what was the name of your facility again, please?
[CUSTOMER][NEUTRAL] McCombs and Associates Physical Therapy.
[AGENT][POSITIVE] OK, and may I please get your call back number just in case our call gets disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII] and the number is 026-06284.
[AGENT][NEUTRAL] OK, let me look them up real quick.
[AGENT][NEUTRAL] OK, let me repeat the policy number 02606284.
[CUSTOMER][NEUTRAL] Yes, or maybe it's a 5.
[CUSTOMER][NEUTRAL] So 02506284.
[AGENT][NEUTRAL] OK, let me try that.
[AGENT][NEUTRAL] Oh, I've got you
[AGENT][NEUTRAL] And I do show that [PII] does have an active policy with us and his effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment.
[AGENT][NEUTRAL] That's a supplemental insurance policy that's billed to the primary.
[AGENT][NEUTRAL] It helps with deductible co-pay and co-insurance. He has an inpatient calendar your benefit amount of $7500 and then he also has an outpatient calendar year benefit amount of $7500.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty, that's all I was needing.
[AGENT][POSITIVE] OK, well I appreciate you calling APL today. I hope that you have a wonderful rest of your week and we thank you.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] Welcome Ms. [PII] bye bye.
[CUSTOMER][NEUTRAL] Bye.