AccountId: 011433970860
ContactId: 392887ff-ae90-4d32-8642-375f4e0e7ca5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151279 ms
Total Talk Time (AGENT): 79330 ms
Total Talk Time (CUSTOMER): 50585 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/392887ff-ae90-4d32-8642-375f4e0e7ca5_20250327T16:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. My name is [PII].
[AGENT][POSITIVE] Good morning, [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hey, I'm doing great. I was just on the call with you, but I guess uh you couldn't hear me. I just have to call back.
[AGENT][NEUTRAL] Was that you? I'm so glad you called back cause I couldn't hear a thing.
[CUSTOMER][POSITIVE] Yeah, I don't know if it was my headset, but I'm glad that you can hear me now.
[AGENT][POSITIVE] I can hear you. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I'm just trying to verify benefits for a member, please.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 023-37502 M as in Michael, L as in Lincoln, number 8.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII], and date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and it would be my pleasure to assist you with eligibility and benefits for [PII].
[AGENT][NEUTRAL] I am showing that [PII]'s policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] This is a secondary policy to his primary insurance.
[AGENT][NEUTRAL] And ask her what type of benefits are you needing?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, physical therapy, please.
[AGENT][NEUTRAL] All right. [PII] does have physical therapy coverage under his outpatient benefit of $2000. That is a per calendar year benefit. And also, if you would please note that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has used any of the $2000 for this year?
[AGENT][NEUTRAL] Anything else?
[AGENT][NEUTRAL] As of right now, [PII], he has used $309.78.
[CUSTOMER][POSITIVE] So, OK, perfect. OK, that's all I need. I appreciate your help.
[AGENT][POSITIVE] Oh, it's been my pleasure to assist you with that eligibility and benefits. If there's nothing else I can assist you with today, I hope you have a lovely day and thank you for calling APL.
[CUSTOMER][POSITIVE] Uh, you do the same. Thank you.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.