AccountId: 011433970860
ContactId: 3ebd7a06-c6e4-44f2-8baf-4c77d8092d9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256130 ms
Total Talk Time (AGENT): 85218 ms
Total Talk Time (CUSTOMER): 97449 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/3ebd7a06-c6e4-44f2-8baf-4c77d8092d9c_20250226T18:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII], my name is [PII]. I'm calling from Spainberg Medical Center Rehabilitation. I am calling to see if one of our patients has an insurance policy with you that covers outpatient physical therapy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, I can check for you. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Uh huh, it is [PII].
[CUSTOMER][NEUTRAL] And the policy number I have is 025.
[CUSTOMER][NEUTRAL] 76435
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, I am gonna spell out the first name, uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, is it a calendar year plan?
[AGENT][NEUTRAL] Hold on one moment let me see what type of.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, this is calendar year.
[CUSTOMER][NEUTRAL] OK, and does he have benefits that would cover physical therapy?
[AGENT][NEUTRAL] Let me see, hold on one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me pull up the whole policy. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK thank you hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I need some water.
[AGENT][NEUTRAL] Outpatient oh here it is.
[AGENT][NEUTRAL] Yeah, I'll send you my physician.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, thank you so much for holding. I apologize for that wait. So for physical therapy, the um this policy does not have any coverage for the physical therapy, um, if it's outpatient or in-office.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so no coverage. OK, um, well, um, I will let him know that I, I, um, I'm thinking he thinks that it's a full coverage policy now is this just like a supplemental plan?
[AGENT][NEUTRAL] Well, this is a hospital indemnity policy. So it's like a limited uh medical policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Got you. OK, I will let him know that. OK, and tell me your name again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name is [PII] The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, is there a reference number for the call, Ms. [PII]?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, alright, thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye-bye.