AccountId: 011433970860
ContactId: 31feffe6-8b87-4c44-8ec7-dcf556c44d8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150990 ms
Total Talk Time (AGENT): 64882 ms
Total Talk Time (CUSTOMER): 77413 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/31feffe6-8b87-4c44-8ec7-dcf556c44d8c_20250218T21:03_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm so sorry did you say your name was [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Dra Physical Therapy. I just wanted to see if this policy had any physical therapy benefits.
[AGENT][NEUTRAL] OK. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yes, phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, what? I'm sorry?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02.
[CUSTOMER][NEUTRAL] 42
[CUSTOMER][NEUTRAL] 47
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] M as in Mike.
[CUSTOMER][NEUTRAL] L as in Lima 8.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright so.
[CUSTOMER][NEUTRAL] That my partner is.
[CUSTOMER][NEUTRAL] I uh
[AGENT][NEUTRAL] Oh what's the patient's name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Patient's name [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, [PII]. And you were just um wanted to know if this policy uh cover physical therapy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date was [PII]. Any benefits given over the phone is not guarantee a payment. Physical therapy is covered under their outpatient benefit and it coordinates with the primary insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. What's the limitation for the service?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Let me see what their maximum is for outpatient, we'll pay. It coordinates with the primary, whatever the primary applies to their deductible copay or co-insurance. For outpatient, we'll pay up to $5500 per calendar year.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Do you guys give out a reference numbers or do I just use your name in today's date?
[AGENT][NEUTRAL] We do know.
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help today, [PII].
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you, bye bye.