AccountId: 011433970860
ContactId: 44b77245-5e96-4dd3-a170-260307dd09e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143059 ms
Total Talk Time (AGENT): 84887 ms
Total Talk Time (CUSTOMER): 29929 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/44b77245-5e96-4dd3-a170-260307dd09e4_20250318T19:59_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] Hi [PII], um, I'm just calling because I just need to verify a patient's benefits for physical therapy.
[AGENT][POSITIVE] OK, well, I can definitely help you with the physical therapy benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is going to be 02405882.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since [PII], and you said physical therapy benefits, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] And just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So for outpatient, it looks like
[AGENT][NEUTRAL] Let me see if there's something for physical therapy though.
[AGENT][NEUTRAL] So for this policy, there is no physical therapy coverage.
[AGENT][NEUTRAL] It this is a secondary policy, so it covers like in hospital after admission, and then it covers like uh emergency room, urgent care, outpatient surgeries, uh, diagnostic testing outpatient.
[AGENT][NEUTRAL] Um, but there's usually that's where the physical therapy will be listed, but it's not here, so it's not on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no problem. Can I have your name and reference number, please?
[AGENT][NEUTRAL] Sure, so my name is [PII] The [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that is all.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.