AccountId: 011433970860
ContactId: 3eac6a18-320d-4a2f-a536-97180c96c34c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180880 ms
Total Talk Time (AGENT): 77990 ms
Total Talk Time (CUSTOMER): 44655 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/3eac6a18-320d-4a2f-a536-97180c96c34c_20250102T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm looking to verify insurance benefits for physical therapy in an office setting.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah it's [PII] and the number is [PII].
[AGENT][NEUTRAL] OK, [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] 02415265 ML 8.
[AGENT][NEUTRAL] OK, let me look her up real quick for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. Her effective date is [PII], and this is to verify benefits. It's not a guarantee of payment. She does have a supplementary insurance that's secondary to the primary. It does help with deductible, co-pay and co-insurance. She has uh outpatient benefit amount.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Per calendar day of $400.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is
[AGENT][POSITIVE] Good for an ER urgent care facility, MRI imaging center or an ambulatory center.
[CUSTOMER][NEUTRAL] OK, could you give me the um the deductible and out of pocket?
[AGENT][NEGATIVE] She doesn't have a deductible or out of pocket for this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No co-pay either.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Can I get a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII].
[CUSTOMER][NEUTRAL] So this
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] OK, is that [PII]?
[AGENT][NEUTRAL] With a [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. You have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.