AccountId: 011433970860
ContactId: 317f20fb-7a42-4b02-ac28-6a6d59b7cfd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323079 ms
Total Talk Time (AGENT): 91021 ms
Total Talk Time (CUSTOMER): 132240 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/317f20fb-7a42-4b02-ac28-6a6d59b7cfd2_20250616T18:05_UTC.wav
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[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm trying to find um hospital outpatient, uh, physical therapy benefits, um, for Abington Memorial Hospital.
[AGENT][POSITIVE] OK, [PII], I can help you with benefits. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the patient's policy number with you?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] 02639836.
[AGENT][NEUTRAL] OK, give me just a moment and I'll look that up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Can I get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII] Date of birth [PII].
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] And you're wanting physical therapy benefits, correct?
[CUSTOMER][NEUTRAL] Yeah for um hospital outpatient.
[AGENT][NEUTRAL] All right, let me look here.
[CUSTOMER][NEUTRAL] OK, I need.
[CUSTOMER][NEUTRAL] let's.
[CUSTOMER][NEUTRAL] [PII] or [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] on Tuesday you're gonna print this out for me, OK, yeah, alright, you wanna go back to Monday [PII] I have an [PII] and a [PII].
[CUSTOMER][NEUTRAL] What about [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] You say the [PII] you have a lot going on.
[CUSTOMER][NEUTRAL] Uh, [PII] I have about [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. It looks like
[CUSTOMER][NEUTRAL] Over to the [PII] or [PII].
[AGENT][NEUTRAL] OK, this is just a verification of benefits, not a guarantee of payment. They do have an outpatient benefit maximum.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Of up to $500 per day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, um, I'm gonna print them out for you, OK, appreciate that.
[AGENT][NEUTRAL] Um, as long as it is related to an accident or sickness.
[AGENT][NEUTRAL] I have an office treatment writer.
[AGENT][NEGATIVE] And I'm not seeing physical therapy isn't covered, but I'm unable to look at their documents right now, um, because they just got on this plan.
[AGENT][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Servicing rehab, how can I help you?
[CUSTOMER][NEUTRAL] Moment, OK? Hold on
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Coming out one second, OK?
[CUSTOMER][POSITIVE] There you go thank you. You're welcome have a good one.
[CUSTOMER][NEUTRAL] All right, thank you for holding. What is your name?
[CUSTOMER][NEUTRAL] And you said it's tomorrow? your appointment is tomorrow?
[AGENT][NEUTRAL] All right. I'm having trouble um opening up their policy. It looks like it hasn't um gone through completely yet, um, just because it is a new policy. I do see that the policy is active, but I'm not able to verify if physical therapy is covered by it. Um.
[CUSTOMER][NEUTRAL] So we can.
[CUSTOMER][POSITIVE] Yeah, of course I got it.
[AGENT][POSITIVE] But they do have an an outpatient benefit.
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][POSITIVE] Alright, I'll cancel it for tomorrow. Thank you.
[AGENT][NEUTRAL] Related to a sickness or an accident.
[CUSTOMER][NEUTRAL] So you're not 100% sure if physical therapy is even covered under here?
[AGENT][NEGATIVE] Right, I'm unable to pull up their policy.
[CUSTOMER][NEUTRAL] Do you know?
[CUSTOMER][NEUTRAL] Do you know when I can call back to verify that information?
[AGENT][NEUTRAL] Um, I would give it 2 days because I'm going to need to put in a request to have it uploaded completely.
[CUSTOMER][NEUTRAL] 3 days.
[CUSTOMER][NEUTRAL] OK, alright, I'll call back in. No, that's all.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[AGENT][POSITIVE] OK, well thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] OK.