AccountId: 011433970860
ContactId: 591580cf-d8b4-4bba-8194-3c082c43405a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217320 ms
Total Talk Time (AGENT): 112103 ms
Total Talk Time (CUSTOMER): 54819 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/591580cf-d8b4-4bba-8194-3c082c43405a_20250203T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey there, my name is [PII] with Cora Physical Therapy, and I'm calling for physical therapy benefits on one of our patients, please.
[AGENT][NEUTRAL] OK, I can help you with the benefits for patient. Can I please get your callback number, Miss [PII], just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yes, it is [PII] and that's my direct line.
[AGENT][NEUTRAL] Thank you ma'am and then what is the patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII] is spelled [PII]
[AGENT][NEUTRAL] OK, and what
[AGENT][NEUTRAL] Thank you. And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] It's 02571991.
[AGENT][NEUTRAL] OK, let me look up that policy.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify his coverage. It's not a guarantee.
[AGENT][NEUTRAL] Of payment. He has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance. It's the gap insurance.
[AGENT][NEUTRAL] And he has an inpatient benefit amount of $1000 per calendar year and an outpatient per calendar day benefit amount of $200.
[AGENT][NEUTRAL] I'm going to pull in his policy to see if he has physical therapy benefits on his policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be just a second while the computer pulls it up and I'm gonna read it real quick and see if PT is covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Yes, he does have physical therapy benefits in an office center or clinic in which a licensed physical therapist provides physical therapy.
[CUSTOMER][POSITIVE] Perfect. Now are there any visit limits or authorizations required?
[AGENT][NEUTRAL] No ma'am, because this is the um secondary it's not as primary so it's not required.
[CUSTOMER][POSITIVE] Perfect and you said that um this does cover his deductible and co-insurance or?
[AGENT][NEUTRAL] Yes, deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] And the insurance.
[CUSTOMER][POSITIVE] Perfect. Alrighty, and then can I go ahead and get a call, uh, reference number please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date and my name is [PII]
[AGENT][NEUTRAL] What is the name of the facility you said you were calling from Core Physical therapy?
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII], uh-huh.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh [PII] thank you I appreciate you corrected me on that. Thank you so much Miss [PII]. I hope you have a great day and we appreciate you calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. You have a good one too. Bye bye.
[AGENT][NEUTRAL] Bye-bye.