AccountId: 011433970860
ContactId: 599eb3eb-0d04-4c22-861e-cf851cbc1c65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128160 ms
Total Talk Time (AGENT): 54467 ms
Total Talk Time (CUSTOMER): 51511 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/599eb3eb-0d04-4c22-861e-cf851cbc1c65_20250528T19:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Cora Physical Therapy. I was just calling to get the eligibility and benefits for a patient that we're gonna be seeing.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] Callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] This 1 02501717 M as in Mary, L as in Lima and then the number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And just submit 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. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, it's for outpatient physical therapy, um, in the office.
[AGENT][NEUTRAL] OK, for physical therapy, we cover up to $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK. So up to $500 per day after primary. So, you guys are the secondary.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. That was everything that I needed.
[AGENT][POSITIVE] OK. Well, since there isn't anything else I can assist you with, [PII], you have a great rest of your day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Mhm, thanks.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] My
[CUSTOMER][NEUTRAL] Bye-bye.