AccountId: 011433970860
ContactId: 22b19147-9c56-4bc5-80ff-09e5926de641
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211460 ms
Total Talk Time (AGENT): 106607 ms
Total Talk Time (CUSTOMER): 53273 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/22b19147-9c56-4bc5-80ff-09e5926de641_20250516T14:03_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I wanted um benefits for physical therapy for my patient.
[AGENT][NEUTRAL] OK, [PII], you're needing physical therapy benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, I can help you with that, and [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][POSITIVE] Thank you. Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] I have 02546589, Mike Lima 8.
[AGENT][POSITIVE] OK, [PII], thank you one moment.
[AGENT][NEUTRAL] And any information provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] I have [PII], uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you also need eligibility, [PII], or strictly benefits?
[CUSTOMER][NEUTRAL] No, no, I do need to know at least um when since when is the plan effective.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do show that she is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And the outpatient benefit maximum per calendar day for covered outpatient services is going to be $400.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there is no outpatient deductible per covered person per calendar day.
[AGENT][NEUTRAL] If you all will be filing a claim with APO for this number, [PII], when the claim is submitted to APO we will have to have a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim here we do have a portal in which you should be able to check claim status in.
[AGENT][NEUTRAL] And the website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then this, um, supplemental does cover physical therapy, correct?
[AGENT][NEUTRAL] Physical therapy is something that we can review for.
[CUSTOMER][NEUTRAL] OK. Alrighty then. um, OK, and I'm sorry, what is your name again?
[AGENT][NEUTRAL] Again, my name is [PII] and my name in today's date will be your call reference number if you need one.
[CUSTOMER][POSITIVE] Perfect, and I do.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] OK, I got it. Thank you so much, [PII]. You have a good one, OK?
[AGENT][POSITIVE] OK. Well, you're very, yes, ma'am, you too. Is there anything else, [PII] I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, that'll be all.
[AGENT][POSITIVE] OK, well then thank you for calling APL and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.