AccountId: 011433970860
ContactId: 5e4d6929-69ca-4ab1-96c2-560e2c641a87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143559 ms
Total Talk Time (AGENT): 54472 ms
Total Talk Time (CUSTOMER): 57340 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/5e4d6929-69ca-4ab1-96c2-560e2c641a87_20250515T15:30_UTC.wav
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[AGENT][NEUTRAL] Call APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling to verify a patient's eligibility and find out their coverage for physical therapy.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, uh [PII].
[CUSTOMER][NEUTRAL] [PII] option 3.
[CUSTOMER][NEUTRAL] And then the patient's ID number is 02214695.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] And [PII], you're calling to verify benefits and eligibility?
[CUSTOMER][NEUTRAL] Yes, I wanna verify their eligibility and their physical therapy benefits.
[AGENT][NEUTRAL] So let me give you the correct policy number. Let me know when you're ready for it.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] It's 235-0220. That's 235-0220.
[AGENT][NEUTRAL] This claim, um this claim, this policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] 23, sorry. And it's active, OK.
[AGENT][NEUTRAL] And this number has outpatient benefits of $3500 per calendar year. It is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, so she has coverage up to 3500 per year for outpatient services.
[AGENT][NEUTRAL] That is correct, and she's utilized $2,354.39.
[CUSTOMER][NEUTRAL] 39 cents $2,354.39 met, OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, sir?
[CUSTOMER][POSITIVE] All righty. Do you
[CUSTOMER][NEUTRAL] Yeah, do you do call reference numbers?
[AGENT][NEUTRAL] We don't you use my name in today's date as a reference.
[CUSTOMER][POSITIVE] All right, thank you so much for your help. I appreciate you have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APA. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Bye.