AccountId: 011433970860
ContactId: 3be23e1e-c2ae-4873-bf64-366c75052a5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152500 ms
Total Talk Time (AGENT): 58434 ms
Total Talk Time (CUSTOMER): 72355 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/3be23e1e-c2ae-4873-bf64-366c75052a5b_20250619T14:08_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Pinecrest Physical Therapy. I was just calling to, uh, verify physical therapy benefits for us, uh, for you guys as a secondary.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Of course it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, I do, uh, where did it go?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, yeah, uh, well, would it be the outpatient benefit cert number? OK, alright, you ready for it?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 202.
[CUSTOMER][NEUTRAL] 462-500 M as in Mike L as in Larry 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And was the patient's name?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] Yep it is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were wanting physical therapy, uh, benefits?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, I can help you with that. Um, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance. Whatever the primary applies to their deductible co-pay or co-insurance only will pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What what
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alrighty and then um I guess that's it. Is there do you guys give reference numbers or anything like that?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.