AccountId: 011433970860
ContactId: 24c8e92b-ed87-4178-aeb1-f1990ceb8df6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200289 ms
Total Talk Time (AGENT): 47601 ms
Total Talk Time (CUSTOMER): 48371 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/24c8e92b-ed87-4178-aeb1-f1990ceb8df6_20250425T15:02_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. My name is [PII], and I'm calling from Select Physical Therapy. I was calling to verify benefits for a um American public life.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'd be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 1459068 N as in November L as in Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um, outpatient physical therapy benefits.
[AGENT][NEUTRAL] OK, I do show the per day maximum.
[AGENT][NEUTRAL] One moment, let me just make sure that I.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] I appreciate your patience.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show um physical therapy is covered under the policy under her outpatient benefits and I do show the per day maximum is $500.
[CUSTOMER][NEUTRAL] $500 per day max, OK.
[CUSTOMER][NEUTRAL] Uh and it picks up the coinsurance and copay. OK, thank you. Uh, and you say no one's [PII], correct?
[AGENT][NEUTRAL] Was there anything else I can assist you with today?
[AGENT][NEUTRAL] [PII], yes, last initial [PII].
[CUSTOMER][NEGATIVE] Oh no thank you.
[CUSTOMER][POSITIVE] Thank you have a nice day.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] OK