AccountId: 011433970860
ContactId: 48a72877-e3ec-4053-8705-0b377c80c323
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256640 ms
Total Talk Time (AGENT): 69160 ms
Total Talk Time (CUSTOMER): 103317 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/48a72877-e3ec-4053-8705-0b377c80c323_20250528T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. My name is [PII]. I'm calling from Select Physical Therapy.
[CUSTOMER][NEUTRAL] I am calling to obtain um medical benefits for occupational therapy.
[AGENT][NEUTRAL] OK, happy to look at benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, um, policy number is 60801.
[AGENT][NEUTRAL] OK. Uh, unfortunately, that's our payer ID, not our not the policy number. Do you see anything that says like certificates?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, so I can give you the. OK, give me one second.
[CUSTOMER][NEUTRAL] Give me 1 2nd, I'm sorry.
[AGENT][POSITIVE] No, no worries.
[CUSTOMER][NEUTRAL] Contacting the patient. Hi, [PII].
[CUSTOMER][NEUTRAL] Hi, this is [PII] giving you a call back from for like physical therapy. So listen, I have your secondary insurance, um, company online. However, the number that you left with us is a payer ID number. Do you mind giving me the um ID number, the physical ID number?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so he said that he has an inpatient number, an outpatient number, and what else was it, a group number? Hey [PII], come on.
[AGENT][NEUTRAL] OK. He can give
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] He can give you the inpatient or outpatient number. We can pull him with either of those.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, and then give me the impatient number if you don't mind.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, in hospital number, he said it is.
[AGENT][POSITIVE] That's OK. Yeah, that'll work.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much. Mhm.
[CUSTOMER][POSITIVE] And 8, OK, no problem.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome bye bye. OK, sorry about that.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, the number he provided was 023.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 46765 M as in Mary, L as in Lima 7.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right. And then if I can get patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Patient's date of birth is [PII]
[AGENT][NEUTRAL] Thank you. All right. So, patient is active. Uh, effective date on here is [PII].
[AGENT][NEUTRAL] And I'm just checking to see.
[AGENT][NEUTRAL] All right. So this patient's plan, um, under their physician covered charges under outpatient, unfortunately, physical therapy is not a covered charge.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alrighty, um, may I have a reference number for the call?
[AGENT][NEUTRAL] Absolutely. Call references my name with today's date. My name is [PII], which is [PII] Last initial to my name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you very much. You've been helpful.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.