AccountId: 011433970860
ContactId: 16caf15e-7eb8-49e2-893e-13144ae83e50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186050 ms
Total Talk Time (AGENT): 77783 ms
Total Talk Time (CUSTOMER): 55398 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/16caf15e-7eb8-49e2-893e-13144ae83e50_20250220T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi. I need to get outpatient, um, physical therapy benefits for a patient, please.
[AGENT][NEUTRAL] Sure, I can check physical therapy benefits. Um, what was your name?
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][POSITIVE] OK [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, 025-71736.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII]. Give me one moment, let me see if this has any physical therapy benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] Bear with me just a moment. I appreciate your patience.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. Uh, so physical, speech or occupational therapy facilities are covered on uh outpatient benefit that pays $30 per day, a maximum of 4 days per calendar year.
[CUSTOMER][NEUTRAL] $30
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 4 days you said?
[AGENT][NEUTRAL] 4 days per calendar year, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does it have to be pre-op?
[AGENT][NEUTRAL] No, this plan does not require uh pre-authorization.
[CUSTOMER][NEUTRAL] OK, and is there any way he can get more visits or?
[AGENT][NEGATIVE] Not for this policy. If he has other coverage, then possibly, but not for this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right then, uh, is there a reference number for our call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII], is there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it thank you very much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.