AccountId: 011433970860
ContactId: 12131bb0-1f0b-4f49-bdb7-c2ebadc22181
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268940 ms
Total Talk Time (AGENT): 81827 ms
Total Talk Time (CUSTOMER): 77824 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/12131bb0-1f0b-4f49-bdb7-c2ebadc22181_20250610T19:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from the referrals department at Bassett Physical Therapy. I don't know if you can help me or not, but um I am trying to find out who a insurance company is for a patient that called in to set up therapy.
[CUSTOMER][NEUTRAL] I think it may be a dependent on someone else's policy.
[AGENT][NEUTRAL] OK, OK, um, what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you're calling to check for eligibility for a member.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have a policy number perhaps?
[CUSTOMER][NEUTRAL] I don't know if this is the policy number I have what he gave me, um, that is 02617458.
[AGENT][NEUTRAL] OK. Yes, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me just repeat that to you, please, [PII], I have that as 02617458.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you very much. And that is the policy number. Um, this number shows effective as of [PII]. This policy shows active and you want physical therapy benefits. Let me check to see if there's a covered benefit. One moment please, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. And may I place you on a brief hold, please?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you very much for your patience with me, [PII], as I look for the benefits for you. Um, please note verification of benefits provided does not guarantee payment. for physical therapy, we will pay $30 per day with a max of 4 days per calendar year.
[CUSTOMER][NEUTRAL] So he's responsible for 70%.
[AGENT][NEUTRAL] Well, with this particular policy, there's no coinsurance, no deductible, no, um, co-pay, we just pay the $30 per, per visit and we'll only pay that 4 days of the year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just for 4 visits?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, let me call this patient. He may not wanna come.
[CUSTOMER][NEUTRAL] And you pay 30.
[CUSTOMER][NEUTRAL] OK. And what was your name again, honey?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] That's what I thought.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And does he need any authorization?
[AGENT][NEUTRAL] No, ma'am, no authorizations are needed.
[CUSTOMER][POSITIVE] OK. All right, I sure do appreciate it.
[AGENT][POSITIVE] You're very welcome. You're very welcome, Miss [PII], and thank you so much for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye bye.