AccountId: 011433970860
ContactId: 1ac88f88-8131-49c1-b552-3db19ecfc1d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297769 ms
Total Talk Time (AGENT): 75492 ms
Total Talk Time (CUSTOMER): 91900 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/1ac88f88-8131-49c1-b552-3db19ecfc1d3_20250205T15:56_UTC.wav
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[AGENT][NEUTRAL] Calling AL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] [PII] in [PII]. I'm calling. We have a patient that's coming in today at [PII] for a post-op of the right hip. I need to see if she's got any physical therapy benefits with you guys.
[AGENT][NEUTRAL] OK, and spell your name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] It is D as in Delta 43410142.
[AGENT][NEUTRAL] You have a copy of the medical ID card?
[CUSTOMER][NEUTRAL] I do let me get to it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So there should be a policy cert number an inpatient and outpatient policy cert number near the bottom.
[CUSTOMER][NEUTRAL] On the front or back.
[AGENT][NEUTRAL] Should be on the front.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The only thing I have is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] MEC coverage, no co-payment, no deductible, no out of pocket.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] What, what's the name of the insurance company on that card?
[CUSTOMER][NEUTRAL] Uh, multi plan.
[AGENT][NEUTRAL] And that would be the PPO network of contracted providers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, innovative staff solution group 9434, is that what you're looking for?
[AGENT][NEUTRAL] OK, uh spell the patient first and last name.
[CUSTOMER][NEUTRAL] [PII] is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII] that's a direct line.
[AGENT][NEUTRAL] [PII]. OK, thanks. Give me just a second to pull up that information.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What state does [PII] reside?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right, thanks for that. So the APL policy number is 235.
[CUSTOMER][NEUTRAL] On the [PII]
[AGENT][NEUTRAL] 676 5.
[AGENT][NEUTRAL] And she's been on the policy since [PII] currently active. And under this policy, outpatient facility is not covered under this policy, so she's not having the surgery, you're just doing the.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Out outpatient physical therapy.
[AGENT][NEUTRAL] You said yeah, physical therapy is not covered under this plan?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh my goodness, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right, do you have a reference number, Ms. [PII]?
[AGENT][NEUTRAL] Uh huh. It's my name in today's date. [PII] A, first initial last name is [PII].
[CUSTOMER][NEUTRAL] [PII]. All right, thanks Ms. [PII].
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mm bye bye.