AccountId: 011433970860
ContactId: 464e0f97-decb-4011-9c33-d2ddfa9bd8d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127430 ms
Total Talk Time (AGENT): 60312 ms
Total Talk Time (CUSTOMER): 54072 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/464e0f97-decb-4011-9c33-d2ddfa9bd8d6_20250404T13:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Li. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from calling from Cora Physical Therapy. I was just calling um to see if APL will cover the co-pay for a patient that we're seeing.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and then I have an extension that's also [PII].
[AGENT][POSITIVE] Thank you. And could I get your name one more time? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, [PII] and you are calling for physical therapy benefits. What is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It is 01420751 M as in Mary, L as in Lima, and then the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy. Please be advised verifying benefits is not guaranteed payment.
[AGENT][NEUTRAL] This policy has been effective since [PII]. It's still active. I show for physical therapy, uh, it will cover the copay of under the outpatient benefit that pays up to $2500 a calendar year. Uh, I show this patient has the full amount available at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, I think that's all. So you guys don't have your own co-pay or anything. Um, you just cover the co-pay of the primary.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][POSITIVE] OK, perfect, and that was all I needed.
[AGENT][POSITIVE] OK, you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.