AccountId: 011433970860
ContactId: 494a7faa-b2ca-43cd-969c-59813b5664db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162490 ms
Total Talk Time (AGENT): 40571 ms
Total Talk Time (CUSTOMER): 60332 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/494a7faa-b2ca-43cd-969c-59813b5664db_20250410T19:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from Nicola Shilding's Hospital. I need to get benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Uh phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Uh, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes. It's
[CUSTOMER][NEUTRAL] 02507924 M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII], and this is for physical therapy outpatient facility.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. Do you need her eligibility as well or just benefits?
[CUSTOMER][POSITIVE] Uh, just benefits.
[AGENT][NEUTRAL] OK, get that pulled up.
[AGENT][NEUTRAL] OK, for outpatient physical therapy in a facility, there is a calendar year maximum benefit payout of 3500.
[CUSTOMER][NEUTRAL] Up to 3500 calendar year.
[CUSTOMER][NEUTRAL] OK. And that will cover like the copays, deductibles from the primary insurance?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK, do we require authorization or not?
[AGENT][NEGATIVE] No, you do not.
[CUSTOMER][NEUTRAL] OK, do you have a reference number for this call?
[AGENT][NEUTRAL] Uh, reference number is just my name and today's date. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] You said [PII], right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And the first initial of your last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a good day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][POSITIVE] Mm thank you, bye bye.