AccountId: 011433970860
ContactId: 5db7da4e-7d65-4cca-b88d-a8ffd6d9c012
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239940 ms
Total Talk Time (AGENT): 109344 ms
Total Talk Time (CUSTOMER): 74650 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/5db7da4e-7d65-4cca-b88d-a8ffd6d9c012_20250305T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is calling from ETR Physical Therapy to check on a bank.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I'm so sorry. I could barely hear you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] No, ma'am, I didn't
[CUSTOMER][NEUTRAL] So, hi, this is [PII]. OK. This is [PII] calling from ET Physical Therapy to check on the benefits for the patient.
[AGENT][NEUTRAL] OK, you're needing to check eligibility and benefit information, is that correct?
[CUSTOMER][POSITIVE] Also, yeah, correct.
[AGENT][POSITIVE] OK, and could you yes ma'am, I can help you with that and could you please spell your name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the policy number for the number you're calling about?
[CUSTOMER][NEUTRAL] It is going to be 021-37700.
[AGENT][NEUTRAL] OK thank you one moment please while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm so sorry if you could please tell me again, [PII], are you needing claim status or eligibility and benefits?
[CUSTOMER][NEUTRAL] The and benefits.
[AGENT][NEUTRAL] Did you say eligibility and benefits?
[CUSTOMER][NEUTRAL] Did you say
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. OK.
[AGENT][NEUTRAL] And any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] for
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, patients is going to be.
[CUSTOMER][NEUTRAL] [PII], sorry, [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show she is the subscriber on the supplemental policy and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] What I122.
[AGENT][NEUTRAL] And what type of benefit.
[CUSTOMER][NEUTRAL] And does the patient have any, OK, does the patient have any other active insurance on the file?
[AGENT][NEUTRAL] Again, this policy is active. This is a supplemental policy to her primary insurance.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, got it. Thank you. And that's all for the day. Can I get the call reference number for this call?
[AGENT][NEUTRAL] OK, so you do not need benefits as originally stated?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, but I just need to check on the patient's coverage and the effective day. That's all for today.
[AGENT][NEUTRAL] OK, so yes ma'am, and when the claim is submitted to APL for review, you will also need to include a copy of the primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then lastly we do have a portal that you can check claim status in once we have processed our claim and our portal website you all is secured. [PII].
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] that.
[CUSTOMER][NEUTRAL] Call reference number, that's all for today.
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] Got it and have a great day, [PII]. Bye-bye.
[AGENT][POSITIVE] OK, well thank you very much. I hope you have a great day too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, bye-bye.