AccountId: 011433970860
ContactId: 5e3cb000-822f-419b-904d-d524507b2d3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160320 ms
Total Talk Time (AGENT): 55828 ms
Total Talk Time (CUSTOMER): 73313 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=3.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/5e3cb000-822f-419b-904d-d524507b2d3f_20250611T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just needing help with the patient's benefits.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Last initial is [PII]. Policy number is 022-03837.
[AGENT][POSITIVE] Thank you and may I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yes, it is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you today?
[CUSTOMER][NEUTRAL] Uh, physical therapy, please.
[AGENT][NEUTRAL] OK. So that would be under the outpatient benefit. The outpatient benefit allows $5000.
[CUSTOMER][NEUTRAL] OK, $5000 max.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. And then um we are doing physical therapy in an office setting. We don't bill for an office visit, but it, this isn't like an outpatient hospital or anything like that. It's just like an outpatient free standing. Is that gonna be covered? Is that OK?
[AGENT][NEUTRAL] Yes, ma'am. It will still apply under the outpatient benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. And then do they have any type of deductible or anything like that?
[AGENT][NEUTRAL] Let me double check.
[AGENT][NEGATIVE] This plan does not.
[CUSTOMER][POSITIVE] OK, perfect, thank you. And then does it just cover it 100% after the primary up to that maximum?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. And if I could just get a reference number, um, I should be all set.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Sir, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too. Thanks. Bye.