AccountId: 011433970860
ContactId: 2711dfe0-dba5-4368-b7ce-997a944f2663
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198860 ms
Total Talk Time (AGENT): 76564 ms
Total Talk Time (CUSTOMER): 96789 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/2711dfe0-dba5-4368-b7ce-997a944f2663_20250402T18:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from New York Physical Therapy. I believe I spoke to a rep, um, a day or two ago for a new patient that's coming into our office for physical therapy. Um, she gave me an address for claims. I just want to know if there's like a fax and email is there like a faster way we can send over because, um, her benefits are very limited. Like they gave her 5 visits for the year. Um, that's not typically a lot. She could probably use that in like 2 weeks, so we just want to know if there's a faster way we could request more visits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, let me see what type of policy they have, but um, and then I'll be able to know uh how to send the the options for the claim. Um, actually, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 516.
[CUSTOMER][NEUTRAL] 825-1112 um let me get the policy number hold on she gave me the medical ID hold on.
[AGENT][NEUTRAL] Does it start with a 01 or 02 or a D?
[CUSTOMER][NEUTRAL] D [PII].
[AGENT][NEUTRAL] OK, oh no, we can't use that one. it's just a policy er number.
[CUSTOMER][NEUTRAL] Yeah, give me a second. I gotta get see if I can locate the card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I'm guessing that the other number that's on the front of the card is 02592661.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. The only options um for IMA is either the mail or you can send it electronically. I have a payer ID if you like.
[CUSTOMER][NEUTRAL] You said a power ID?
[AGENT][NEUTRAL] Payer ID for electronic permission?
[CUSTOMER][NEUTRAL] Oh OK yeah give me that.
[CUSTOMER][NEUTRAL] That's fine. Give me that. I'll take that.
[AGENT][NEUTRAL] OK, it's 64.
[AGENT][NEUTRAL] 556.
[CUSTOMER][NEUTRAL] OK, so that's 64556 and you said that's the payer ID?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Electronically, OK, thank you so much. Is it there, um, just quick verify for me if you're able to look, um, they told me that the plan pays $75 towards the office visit. She has a limited benefit plan, no deductible, no car insurance, and they really only give her 5 visits for the calendar year. Yeah.
[AGENT][NEUTRAL] Let me pull up the full one. Hold on one second. This one's kind of like a summary.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so it is a hospital indemnity policy, which is the limited medical. Um, let me see, it sounds like there's outpatient, yeah, for outpatient, um, sickness writer for the visits, it's $5 per calendar year at $75 each visit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, so I'll let my boss know and billing know about the payer ID. Thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright [PII], thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye.