AccountId: 011433970860
ContactId: 4d845875-69ea-4e2e-9518-08a658011bea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136669 ms
Total Talk Time (AGENT): 65559 ms
Total Talk Time (CUSTOMER): 46550 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/4d845875-69ea-4e2e-9518-08a658011bea_20250418T13:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check. I just checked eligibility with someone else and I just need to see I'm calling from AdventHealth do we need to be in network or can you see if we're in network with this supplement plan?
[AGENT][POSITIVE] Um, yes, ma'am. I could further assist you with benefits. Um, first, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02484751 M as in Mary L8
[AGENT][NEUTRAL] And please verify your patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. And actually under this policy, there is no network because we're secondary coverage. Um, we go by the primary carrier's guidelines, so we actually work with our providers. There's no network as long as the primary carrier covers it.
[CUSTOMER][NEUTRAL] OK, OK, and then you'll pick up, you would pick up our copay.
[AGENT][NEUTRAL] Um, what type of service is this for? Is it, um,
[CUSTOMER][NEUTRAL] Physical, physical therapy.
[AGENT][NEUTRAL] Yes, ma'am, for physical therapy, we'll cover the co-pay, the co-insurance, and the deductible after the primary insurance up to 4000 per calendar year.
[CUSTOMER][NEUTRAL] OK, and do you know if she's met any of that this year?
[AGENT][NEUTRAL] Um, let's see, one moment.
[AGENT][NEUTRAL] Um, no, she hasn't used any of our benefits this year. The full 4000 is available.
[CUSTOMER][POSITIVE] OK. All right, thank you. That's all I needed. Thank you so much.
[AGENT][POSITIVE] OK, thank you again, in line for calling APL. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No thank you have a good day.
[AGENT][NEUTRAL] You do the same. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.