AccountId: 011433970860
ContactId: 182f03e8-fce8-4353-bebb-a263d67191ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158149 ms
Total Talk Time (AGENT): 76983 ms
Total Talk Time (CUSTOMER): 61122 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/182f03e8-fce8-4353-bebb-a263d67191ba_20250226T20:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. I'm sorry, I'm calling Physical therapy. I'm trying to verify whether this um APL plan has any type of benefits for physical therapy.
[AGENT][POSITIVE] OK, I can verify benefits for you and I apologize. You said your name is [PII]?
[CUSTOMER][POSITIVE] Correct, [PII].
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] And your name? I'm sorry, I didn't catch it.
[AGENT][NEUTRAL] I'm sorry, it's [PII] last initial [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and what's that policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is 01885325 ML 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, uh, show effective date of [PII] policy is active and it's just for physical therapy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And [PII] spoke to [PII]. Why is she not checked in?
[AGENT][NEUTRAL] OK, and physical therapy is covered under the policy as outpatient, um, not a guarantee. It is, yes, ma'am.
[CUSTOMER][NEUTRAL] It is covered.
[CUSTOMER][NEUTRAL] I leave it so she can do it, OK?
[AGENT][NEUTRAL] Uh, not a guarantee of payment, just a verification of coverage. The patient has a benefit max up to $2000 per calendar year of what primary applies towards deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and does she have um.
[CUSTOMER][NEUTRAL] Any
[CUSTOMER][POSITIVE] Benefits left.
[AGENT][NEUTRAL] Uh, she does. Give me one moment.
[AGENT][NEUTRAL] Um, see, it shows she has remaining $1,969.33.
[CUSTOMER][NEUTRAL] 1,96683?
[AGENT][NEUTRAL] 6933.
[CUSTOMER][NEUTRAL] OK, great, can I have a reference number to your call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] OK you too bye bye well thanks.