AccountId: 011433970860
ContactId: 332d5404-9dcf-48fe-bf95-be097326e99b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184020 ms
Total Talk Time (AGENT): 79676 ms
Total Talk Time (CUSTOMER): 84686 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/332d5404-9dcf-48fe-bf95-be097326e99b_20250303T21:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] How did I reach.
[CUSTOMER][NEUTRAL] Hi, I'm so sorry, could you spell your first name for me please?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][NEUTRAL] So, uh, hi Soul, my name is [PII]. I was just calling to verify if this policy had any physical therapy benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, sure. I can assist you with physical therapy benefits and may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] cracking
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, patient's policy number is 02.
[CUSTOMER][NEUTRAL] 100.
[CUSTOMER][NEUTRAL] 351.
[CUSTOMER][NEUTRAL] M as in Mike.
[CUSTOMER][NEUTRAL] L as in Lima, 8.
[AGENT][POSITIVE] Lovely.
[AGENT][NEUTRAL] And what is the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name of the patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] I'm sorry, I didn't get the year. Can you repeat that year?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], and let me go ahead and pull the benefits of the policy to see if we cover physical therapy. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This one does have physical therapy facility benefits. This is subject to the outpatient maximum which is 1000 per covered person per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's how much per day maximum?
[AGENT][NEUTRAL] 1000
[CUSTOMER][NEUTRAL] 1000 per day?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there a daily limit or it's just um.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Is there a limit to the number of days per year or is it just the monetary limit to the day?
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] The monetary.
[CUSTOMER][NEUTRAL] OK perfect uh so do you guys provide reference numbers for calls or should I just use your name in today's date? OK perfect.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] We don't.
[AGENT][NEUTRAL] Yes, my name in today's name.
[CUSTOMER][POSITIVE] Thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yes, actually, is the claims address the one in [PII] or the one in [PII]?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye