AccountId: 011433970860
ContactId: 499579a3-628b-4d24-8a44-548b2ec101f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108059 ms
Total Talk Time (AGENT): 57656 ms
Total Talk Time (CUSTOMER): 33063 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/499579a3-628b-4d24-8a44-548b2ec101f1_20250213T18:51_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I am needing to get eligibility and benefits for a patient please.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] My name is [PII] callback number is [PII], and that is a direct line.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] And that policy number is 02249676.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] This is for [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's for outpatient physical therapy.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And for outpatient, we cover up to $500 per occurrence and every occurrence is um every 90 days. We'll cover up to $500 for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that's gonna be it.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thanks.