AccountId: 011433970860
ContactId: 235480e0-d249-48ae-8f43-1a7a54b92b16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153029 ms
Total Talk Time (AGENT): 64717 ms
Total Talk Time (CUSTOMER): 65486 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/235480e0-d249-48ae-8f43-1a7a54b92b16_20250305T14:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Select Physical Therapy. I just had a question, um, about this insurance and if it covers the insurer's primary co-pay.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02153292 ML8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Uh, let me see, [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were needing, uh, benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, and I wanted to see if it covers the primary copay.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. Is this for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, outpatient physical therapy in an office setting.
[AGENT][NEUTRAL] OK, yes, ma'am. It does cover the
[AGENT][POSITIVE] It does coordinate with the primary insurance. It picks up whatever the primary applies to the deductible co-pay or co-insurance only up to $1000 per calendar day.
[CUSTOMER][NEUTRAL] come
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm just gonna type the deductible co-pay up to you said $1000.
[AGENT][NEUTRAL] Yes, ma'am, per calendar day.
[CUSTOMER][NEUTRAL] Per calendar day or year?
[AGENT][NEUTRAL] Per calendar day.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I think that's all I need then. Can I get a reference number please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK, [PII] and today's date, OK, thank you for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] OK thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.