AccountId: 011433970860
ContactId: 21104d52-5ffe-4824-a445-9a8530d0432c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150149 ms
Total Talk Time (AGENT): 68210 ms
Total Talk Time (CUSTOMER): 53867 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/21104d52-5ffe-4824-a445-9a8530d0432c_20250428T13:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, um, I have a patient that will be seeing for outpatient physical therapy, and I was calling to get the benefit on that, um, and just verify, uh, eligibility.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and I have a direct line. It's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure, it's 01871927.
[AGENT][NEUTRAL] Thank you and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII]. The policy is still active. And you said this was for outpatient physical therapy?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, for physical therapy, we cover up to 5000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] All right, and there's probably no further specifics to that, right? Just because it's a gap insurance.
[AGENT][POSITIVE] Yes, ma'am, that's correct. Because we go by the primary carriers guidelines.
[CUSTOMER][NEUTRAL] All right, that's
[CUSTOMER][NEUTRAL] Right, yes, let me make a note of that.
[CUSTOMER][NEUTRAL] All right, that's all I needed then do you have a call reference number for me?
[AGENT][NEUTRAL] Yes, ma'am. For the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] OK, thank you again, [PII] for calling ATO. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thanks. Goodbye.