AccountId: 011433970860
ContactId: 181199ca-35f2-4608-b9b3-09e62ade11c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164949 ms
Total Talk Time (AGENT): 45909 ms
Total Talk Time (CUSTOMER): 69759 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/181199ca-35f2-4608-b9b3-09e62ade11c1_20250326T16:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh, yes, hi, I'm [PII] from Advanced Therapy Center. I'm calling in regards to, uh, benefits for a member.
[AGENT][POSITIVE] I'd be happy to assist with benefits today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII] sorry, [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, let me see the outpatient benefit, um, oh wait.
[CUSTOMER][NEUTRAL] The uh outpatient medical certificate number or?
[AGENT][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] OK. 02463571 [PII].
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth uh [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And I do show the per day maximum for or the per day benefit for outpatient is $500.
[CUSTOMER][NEUTRAL] So that's $500 maximum per day.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And that includes outpatient physical therapy.
[AGENT][NEUTRAL] Correct, it will be $500 per day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK, let me write that down.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] And, uh, let me see.
[CUSTOMER][NEUTRAL] What's a good fax number to send over claims?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect. What did you say your name is?
[AGENT][NEUTRAL] [PII] last initial is [PII].
[CUSTOMER][NEUTRAL] [PII], could I please have a reference number for this call?
[AGENT][NEUTRAL] It's just my name and today's date and time.
[CUSTOMER][NEUTRAL] OK, so [PII] S and today is the 326, [PII] and [PII] Perfect, thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye.