AccountId: 011433970860
ContactId: 27927087-cab0-40d9-bfbf-d93e30bb37a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132160 ms
Total Talk Time (AGENT): 69917 ms
Total Talk Time (CUSTOMER): 55673 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/27927087-cab0-40d9-bfbf-d93e30bb37a6_20250129T14:51_UTC.wav
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[AGENT][NEUTRAL] Uh, APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, good morning. My name is [PII] and I need to verify a patient's uh benefit for physical therapy, please. They have APL gap plan.
[AGENT][NEUTRAL] Sure, [PII], I could assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, it's uh [PII]. Policy number is 01638488 M as in Mike L as in Lima and 8.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Thank you. [PII], could you verify the patient's name and date of birth that you're inquiring on eligibility for physical therapy?
[CUSTOMER][NEUTRAL] Sure, it's uh [PII] and it's uh [PII].
[AGENT][NEUTRAL] Thank you. [PII]'s policy is a gap insurance that assists with deductible copay and co-insurance to the primary for services covered under the policy. The policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII] has a maximum benefit amount of $500 per calendar day to assist with outpatient.
[AGENT][NEUTRAL] To assist with outpatient services and then physical therapy falls under her outpatient benefits and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, and has any of those 500 been met yet?
[AGENT][NEUTRAL] $500 per calendar day.
[CUSTOMER][NEUTRAL] Oh, it's per day.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Oh I thought I thought you said it was per year. Oh, OK, I got you. OK, uh, and there's no limit at all, uh, for the year.
[AGENT][NEUTRAL] Mm, per day.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No sir.
[CUSTOMER][NEUTRAL] OK, very good, that's all I would need if I can just have a call reference number please.
[AGENT][NEUTRAL] We don't provide those unfortunately, however, you can use my name and today's date as a reference. My name is [PII] and today's date.
[CUSTOMER][POSITIVE] And today's date. OK, thank you, [PII]. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thanks.