AccountId: 011433970860
ContactId: 2a0c0226-002b-49f6-ab95-6af66d494c5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172970 ms
Total Talk Time (AGENT): 76102 ms
Total Talk Time (CUSTOMER): 80904 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/2a0c0226-002b-49f6-ab95-6af66d494c5f_20250506T18:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, um, I had a question regarding um some stuff I had recently, um.
[CUSTOMER][NEGATIVE] I had a physical, uh, I've been going to physical therapy for the shoulder injury I sustained. And I think, I don't know, I, I'm dealing with the therapy directly and just paying everything out of pocket, and I'm speaking to the therapy directly. Um, I don't want it to go be paid by the gap. I wanna make sure that nothing was paid by the APL yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, go ahead and give me your name and your policy number, please, sir.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] And my outpatient benefit certificate number is 02337500 M as in Max L as in Lucy 8.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Alright, thank you for that, [PII]. Now go ahead and verify your date of birth and address for me, please, sir.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] Your address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. OK, so you're checking to see if uh your physical therapy therapist has billed anything to APL. Is that your question?
[CUSTOMER][NEUTRAL] Yeah, or Aetna, my primary insurance, which is Aetna, uh, passed on any bills to APO regarding the phy uh physical therapy.
[AGENT][NEUTRAL] OK, cause we wouldn't get anything from your primary. The only place we'd get it from would be from your doctor. So what's that physical therapy, name of the facility or, or place or what am I looking for?
[CUSTOMER][NEUTRAL] For, of course, forced physical therapy.
[AGENT][NEUTRAL] Sports, physical therapy. OK, let me just look through that sport, OK.
[CUSTOMER][NEUTRAL] For no force at at.
[CUSTOMER][NEUTRAL] F as in Frank. O as in Oscar. R as in Ruth.
[CUSTOMER][NEUTRAL] C as in Cat. E as in Edward.
[AGENT][NEUTRAL] Alrighty, thank you for all that, [PII]. Now give me just a moment just to scan through your your claims and let me see if I have anything for that.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No, sir. We don't have any claims from a physical therapist office, period.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] No, sir, we have not. Is that all that I can help you answer for you today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, you've been very helpful thank you.
[AGENT][POSITIVE] OK. Well, yes, sir, and thank you for calling APO. You have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] You too. Take care.
[AGENT][POSITIVE] Thank you, you as well. Bye bye.
[CUSTOMER][NEUTRAL] Bye.