AccountId: 011433970860
ContactId: 3e553df4-f92f-4c3d-a426-398b6e085437
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185490 ms
Total Talk Time (AGENT): 80979 ms
Total Talk Time (CUSTOMER): 63379 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/3e553df4-f92f-4c3d-a426-398b6e085437_20250401T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling on behalf of doctor's Hospital. I just wanted to know what uh
[CUSTOMER][NEUTRAL] What is covered with this insurance for physical therapy?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and may I have your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] All right, thank you, and your call back number if we are disconnected please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number please?
[CUSTOMER][NEUTRAL] The policy number is 01892839 M as in Mike, L as in Lima 8.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you very much for the information [PII], and if you could please spell your first name for documentation, I just wanna make sure I have it spelled correctly.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, I did not thank you. OK, and I have that number pulled up.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] And you need physical therapy then I can certainly help you with that. Give me one moment please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, he is the policy holder with an effective date of [PII], and this policy shows active and for outpatient benefits for the member, please note verification of benefits provided does not guarantee payment. We will pay up to $7500 for the calendar year for covered services. Physical therapy does fall under the outpatient, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Benefits for the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I can check to see if anything has been accumulated.
[CUSTOMER][NEUTRAL] OK. Uh,
[AGENT][NEUTRAL] If you like.
[CUSTOMER][POSITIVE] Sure, that would be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For [PII] the member has accumulated $722.
[CUSTOMER][NEUTRAL] OK. 722.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, and that's it. All right, um, would you be able to provide me with a reference number for the call?
[AGENT][NEUTRAL] We do not provide reference numbers. Please you can use my name [PII] last initial [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you very much for calling APL. Have a good day. Thank you. Take care.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.