AccountId: 011433970860
ContactId: 25b00690-d5a0-4329-99ae-50e5667ee79d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122319 ms
Total Talk Time (AGENT): 76747 ms
Total Talk Time (CUSTOMER): 61765 ms
Interruptions: 5
Overall Sentiment: AGENT=2.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/25b00690-d5a0-4329-99ae-50e5667ee79d_20250108T14:55_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to confirm benefits and eligibility for the patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with eligibility and benefits. May I ask your name?
[CUSTOMER][NEUTRAL] It's on the number.
[AGENT][POSITIVE] [PII], thank you and a good call back number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEGATIVE] Uh you don't pay us.
[AGENT][NEUTRAL] [PII], can you repeat the last four please ma'am?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, policy number is 02509834.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with eligibility and benefits for [PII]. I'm showing that her policy is active. Effective date is [PII]. This is a secondary policy to her major medical coverage.
[CUSTOMER][NEUTRAL] But we never take she took the 80.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure, physical therapy.
[AGENT][NEUTRAL] She does have physical therapy benefits under her outpatient coverage of $8700 per calendar year. That is a verification of coverage and not a guarantee of payment. Anything else I can help you with this morning?
[CUSTOMER][NEUTRAL] it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, got you. Just to confirm, so then you guys cover the $8700 worth of the primary cost.
[AGENT][NEUTRAL] That's correct for the deductible co-pay or co-insurance of the Major Medical.
[CUSTOMER][POSITIVE] OK, perfect. Well then that was all I needed for today. If I could just have a reference number for today, that would be all.
[AGENT][NEUTRAL] A reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] And it was a pleasure to assist you with those benefits today, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Bye bye.