AccountId: 011433970860
ContactId: 532395c3-8724-4c73-ab38-0c0abcb0cb3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139339 ms
Total Talk Time (AGENT): 62802 ms
Total Talk Time (CUSTOMER): 55226 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/532395c3-8724-4c73-ab38-0c0abcb0cb3b_20250613T19:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Saint Lucy Hospital. What's the first initial of your last name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, I'm calling regarding um.
[CUSTOMER][POSITIVE] Benefits and eligibility for a patient that's gonna be coming to our facility for outpatient hospital physical therapy.
[AGENT][NEUTRAL] Yeah, OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] 026082887
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's for [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say outpatient physical therapy. Please be advised verifying benefits does not guarantee payment. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Right, it's um
[CUSTOMER][NEUTRAL] It's for outpatient hospital setting.
[AGENT][NEUTRAL] Mhm. OK. I show for outpatient physical therapy, the policy pays up to $5000 a calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know if anything's in that on that?
[AGENT][NEUTRAL] Let me see, it looks like.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I show at this time she has used $250.21 of the $5000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they would pick up what her primary insurance would not pay, is that correct?
[AGENT][NEUTRAL] Uh, yes, what is applied to deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect thanks so much, [PII]. Could I get a reference number for the call?
[AGENT][POSITIVE] You're welcome, [PII]. To reference the call you'll use my name and today's date. And is there anything else I can help you with?
[CUSTOMER][POSITIVE] No thank you so much I hope you have a great weekend.
[AGENT][POSITIVE] You're welcome. Have a wonderful weekend yourself. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.