AccountId: 011433970860
ContactId: 48db2c8e-c7a0-4a8a-8d82-681709a30c3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203550 ms
Total Talk Time (AGENT): 100460 ms
Total Talk Time (CUSTOMER): 74580 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/48db2c8e-c7a0-4a8a-8d82-681709a30c3f_20250401T17:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office. I wanted to verify benefits for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with those benefits. May I ask your name?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII], and you said your name was [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] And [PII], what is a good, you're welcome. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII] and what was the first initial to your last name?
[AGENT][NEUTRAL] I did not give that to you. I'm sorry, [PII], it's [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you, [PII], and [PII], I can help you with benefits. What is the patient's policy number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, I have.
[CUSTOMER][NEUTRAL] From their card I have a group number or I have the outpatient benefit cert number.
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK, it'll be 02.
[CUSTOMER][NEUTRAL] 31
[CUSTOMER][NEUTRAL] 08
[CUSTOMER][NEUTRAL] 07
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] I also have the payer ID number.
[AGENT][NEUTRAL] No, that's fine. Just the policy number is fine. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Name is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And I can help you with the eligibility and benefits, [PII]. I'm showing that [PII]'s policy is active. Effective date is [PII]. And what type of benefits were you needing, [PII]?
[CUSTOMER][NEUTRAL] It'll be for outpatient physical therapy in office setting for in network benefits.
[AGENT][NEUTRAL] All right, and I can help you with that. Now, [PII], this is a secondary policy to his primary insurance.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And we pay to deductible, co-pay or co-insurance. He does have outpatient coverage for physical therapy facility, and that benefit amount is $3500 per calendar year.
[AGENT][NEUTRAL] And that is a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, has any of that been used?
[AGENT][NEUTRAL] As of right now he has used $2400.49.
[CUSTOMER][NEUTRAL] OK, so this covers their copay, correct?
[AGENT][NEUTRAL] Co-pay deductible and co-insurance.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. Can I get a reference number please?
[AGENT][POSITIVE] The reference number is my name and today's date. And [PII], it's been a pleasure to assist you. Anything else I can help you with before you go?
[CUSTOMER][POSITIVE] That was all thank you so much for your help.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.